Technology Support Specialist

Essential Job Functions

• Delivers exceptional customer service through effective communication, patience, empathy, strong time management, and efficient problem-solving skills.
• Handles support requests via a ticketing system, received by phone, email, web, or walk-in.
• Provides users with troubleshooting assistance via phone, video call, email, or in person, including introductory training on Eskaton software tools and practices.
• Has knowledge of Microsoft 365, including Entra, Intune, Exchange Online, Defender, SharePoint, OneDrive, and Teams.
• Develops and manages internal IT documentation.
• Responsible for maintaining computer hardware, including coordinating with vendors, troubleshooting issues, and replacing parts as necessary.
• Implements software and hardware using Intune and imaging processes.
• Configures and removes user accounts and software access required for staff to carry out their responsibilities.
• Diagnoses and resolves network and Wi-Fi connectivity issues to maintain reliable connections.
• Provides support to IT system administrators and IT project managers by undertaking various tasks and projects.
• Escalates and communicates unresolved or prolonged issues.

Other Job Functions

• Models and embodies Eskaton’s core values, including:
• Creating a sense of warmth, welcoming and belonging for all
• Fostering excellence in everything we do
• Seking consistent improvement, learning and sustainable growth
• Stepping up, taking ownership and leading with initiative
• Complies with all provisions in Eskaton’s Corporate Compliance Policy and the Health Insurance Portability and Accountability Act (HIPAA).
• Complies with Eskaton’s policies regarding attendance, dress code, and community appearance standards.
• Maintains a professional image to the public and residents.
• Works in accordance with established safety guidelines; uses proper body mechanics; follows safe work practices; wears appropriate safety gear.

Qualifications

• Education: Requires two years of college with emphasis in computer technology or a combination of college education and equivalent work experience.
• Appropriate certification levels for the technology in use at Eskaton. Certification such as A+, Network+, and especially Microsoft 365 Training.
• Experience: Four or more years of experience, with two years required with Microsoft 365. Experience working with a team to resolve support tickets is required.
• Knowledge and Abilities: A working knowledge of modern information technology systems including Microsoft 365. Requires knowledge of installing and maintaining software, computer equipment, and business applications. Must understand IT procedures, including cybersecurity, backup and recovery, file management, troubleshooting steps, basic networking, and customer support.