Customer Support Technician II

About the role

This position will assist in customer support tickets across all Alliance’s partners. The role is highly customer-focused, handling technology issues for internal Alliance users and partners, ensuring they have the necessary tools, training, and understanding of the technology tools being used. As the Customer Service Technician II, this is an excellent opportunity for a talented self-starter to grow with Alliance.

Responsibilities and Duties

• Provides IT level 1 and 2 user support to Alliance’s users and hosted solutions for inbound support calls and incoming support tickets.
• Manages support cases/tickets, reviewing cases/tickets from specific queues to be resolved within their SLA’s.
• Escalates IT tickets to level 3 and 4 as needed.
• Assists in acquisitions and mergers of new sites and users to ensure easy transitions.
• Travels to newly acquired sites to assess technology needs and understanding of new site.
• Fulfills orders of new equipment based on defined equipment standards as needed.
• Receives equipment from clinics to be fixed or replaced as needed.
• Maintains equipment spares for replacement delivery as needed.
• Maintains and fixes existing computer systems as needed.
• Works onsite at the Central Services Team (CST) headquarters in Grand Rapids, Michigan to maintain IT visibility, support, and IT equipment inventory.
• Identifies potential areas of improvement within existing platforms and systems.
• Tracks and documents all issues for compiling a working knowledgebase.
• Educates users on the functions of installed general office applications, operating systems, and cloud-based phone system.
• Administers Microsoft’s Entra Directory along with Exchange Online.
• Assists with the orientation of new employees in appropriate IT procedures and/or helping them get started with the applicable computerized systems.
• Follows offboarding procedures.
• Installs and provides routine maintenance on users’ PCs, printers, hardware, and software.
• Manages the tracking of hardware and software modifications to the Alliance network.
• Makes recommendations regarding hardware and software to meet identified business needs.
• Evaluates, selects, and applies proven techniques, procedures, and criteria in making enhancements and modifications to desktop-related hardware and software.
• Performs off-hours, weekend, and on-call services after normal business hours; carries a cell phone to facilitate communications both during and after normal business hours.
• Follows corporate IT policies and procedures as defined.
• Performs and assumes other duties and responsibilities as required.
• Willingness to cross-train in all areas of support.
• Performs data cleanup when needed within the Alliance platforms.
• Provides training for internal employees on all Alliance platforms when needed.
• Sets up new users within the Alliance platforms.

Qualifications and Skills

• 1–3 years’ experience in IT support.
• Willingness to travel 30% (within Grand Rapids, MI clinics and some remote travel as needed to East Coast).
• Understanding of Windows and Android tablet operating systems.
• Understanding of patient care services within a clinic environment.
• Working knowledge of the Microsoft 365 platform.
• Demonstrated ability to “get stuff done” and ownership mentality.
• Desire to work in a fast-paced corporate environment.
• Superior organization skills and attention to detail.
• Network systems administration experience in a corporate environment.
• Strong experience with PC hardware and software required.
• Analytical skills necessary to troubleshoot user problems and determine user needs and system requirements.
• Strong communication and interpersonal skills; possess a strong customer satisfaction attitude with the ability to train both inexperienced and experienced users in the use of technology, in person and over the phone.
• Ability to juggle multiple assignments without letting details fall through the cracks.
• Great problem-solving skills.
• Ability to work well both independently and with groups.
• Maintains HIPAA Security awareness and processes within IT Healthcare.
• Detail-oriented with excellent written and oral communication skills; ability to follow through on project actions and tasks.
• Utilizes good judgment.
• Demonstrates ability to handle diversity amongst people and environments.
• Ability to maintain confidentiality of sensitive information.