IS-Technology Customer Support Analyst I

Job Summary

Diagnose, document, and own to completion all incoming technical support requests via phone, email, or deskside at home Valley Hope facilities.
Troubleshoot and resolve common software, hardware, and networking incidents related to supporting approved technology products, infrastructure, business processes, and services.
Research new products, solutions and resolve questions using available information resources.
Advise end-users on appropriate action and provide basic hardware and software usability training on an ad-hoc basis.
Log, escalate and update all help desk interactions using the ticketing system, specified processes, and following defined service levels.
Administer Valley Hope software and systems as needed.
Identify and escalate situations requiring urgent attention during business hours and on-call rotational basis.

Responsibilities

• Procure, install, and resolve computer hardware, software, and network issues; repair user computers, mobile devices, and peripheral devices; modify configurations, replace faulty components, and rebuild complete systems on a Windows platform.
• Communicate complex technical concepts to a diverse customer base with varying technical skills.
• Cook up with vendors as needed to assist with support activities.
• Participate in Valley Hope projects as needed as a technical subject matter expert.
• Demonstrate an exemplary customer service focus and tactful demeanor with Valley Hope customers and co-workers in distributed and high-volume technical support environment.
• Participate in all assigned staff meetings, staff development, and training.

Requirements

• Working knowledge of information technology systems including end-user computing devices/personal computer hardware, operating systems, application software and basic network systems.
• One (1) plus years of work experience in computer-systems-related discipline or equivalent professional/academic training (with related certification program).
• Prior work in customer service/customer satisfaction services.
• Valid and unrestricted driver’s license.

Qualifications

• Associate’s degree in computer science field or business administration.
• Three (3) plus years of work experience in computer-systems-related discipline.

Skills

• Excellent communication and problem-solving skills.
• Ability to work independently and as part of a team.
• Strong organizational and time management skills.
• Basic knowledge of IT infrastructure and troubleshooting.

Benefits

• Affordable medical insurance (Valley Hope covers up to 85% of cost)
• Affordable dental, and vision insurance
• Tuition Assistance
• Student Loan Repayment
• Public Student Loan Forgiveness (PSLF) Eligible
• Employer 8 Paid Holidays (Including 1 Personal Holiday)
• PTO – Up to 27 Days per year based on years of service
• Paid Parental Leave
• 401(k) Retirement Plan with employer match
• Health Saving and Flexible Spending Accounts
• Employee Assistance Program
• and much more!

Pay

Commensurate with experience.

Schedule

Full-time.