Job Description
Job Description
IS-Technology Customer Support Analyst I : Full-time
Valley Hope has an exciting opportunity for a IS-Technology Customer Support Analyst I to join our dedicated team! This is an on-site position that will office out of one of locations in either Wichita, KS, Moundridge, KS, Oklahoma City, OK, and Denver, CO.
With a nearly 60-year legacy of helping patients and families, Valley Hope is nationally known as a trusted provider of addiction treatment and recovery support. Since treating our first patient in 1967, Valley Hope has established a national footprint, with 16 treatment programs across the United States, with multiple locations in Colorado, Kansas, Missouri, Nebraska, Oklahoma, and Texas. We have helped more than 350,000 people find hope in recovery and restore their lives.
EDUCATION & EXPERIENCE :
Required :
- 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
Preferred :
Associate’s degree in computer science field or business administration.Three (3) plus years of work experience in computer-systems-related discipline.COMPENSATION :
Starting hourly range $21.00 - $27.00 / hr. (Based on education and experience)Benefits :
Affordable health, dental, and vision insuranceTuition AssistanceStudent Loan RepaymentPublic Student Loan Forgiveness (PSLF) Eligible Employer8 Paid Holidays (Including 1 Personal Holiday)PTO – Up to 22 Days per year based on years of servicePaid Parental Leave401(k) Retirement Plan with employer matchHealth Saving and Flexible Spending AccountsEmployee Assistance ProgramAnd much more!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 resourcesAdvise 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.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.Coordinates contact 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.Adhere to Valley Hope’s philosophies, policies, procedures, and any other regulating bodies.WORK ENVIRONMENT :
Office setting with traditional hours; able to work overtime to the extent necessary.Must be available after hours for on-call technical support.Must be able to travel – estimated at 10-30% of the time.