Job description

• Monday - Friday, 8:00 am to 5:00 pm​
• This position is based out of our office in Troy, MI
• HOW YOU'LL MAKE A DIFFERENCE:

At Alternate Solutions Health Network, we care for patients where they spend the majority of their time – in their homes. Today we care for patients who need skilled home care and hospice services. You won’t find our brand in many places because we partner with health systems, jointly running home health and hospice agencies that use their brand. This is part of our strategy. By being part of the health system team, we can ensure each patient has a well-coordinated care plan that remains consistent whether the patient is seeing their primary care physician, receiving treatment in a hospital, or under our care in the home.

• As a Technical Support Specialist II, you will be the frontline support enabling the organization to deliver our goal of improving the quality of life for those entrusted to our care.
• WHAT WE OFFER:

We provide medical, dental, and vision insurance with flexibility for you to select what works best for you. Eligible teammates receive paid time off and may participate in the 401K, if they choose. Historically the company has matched 401K contributions which helps build your nest egg even faster. Finally, our benefit program includes company paid life, disability insurance, and a robust Employee Assistance Program.

• HOW YOU'LL WORK:

You’ll demonstrate your ability to understand customer’s requests and provide them solutions to be effective. You will work with the latest laptop, desktop, convertible tablet and mobile devices in addition to the operating systems and applications running on them. You will coach and mentor others. You will identify, solution and implement process improvements.

• MAJOR AREAS OF RESPONSIBILITY:

Customer Service: Acknowledge and set expectations with Customers in a timely fashion by answering inbound calls participating in a Service Desk queue. Provide technical customer support via telephony and e-mail ticketing by acknowledging and setting expectations with Customers in a timely fashion
Operations: Provision, maintain and retire Active Directory accounts and information, maintain and retire Exchange mailboxes and resources, configure and ship mobile devices to Customers (Samsung, Apple, etc.). Provide end-user support for mobile devices (Samsung, Android, SOTI, etc.). Install and configure workstation operating systems (Microsoft Windows). Install and configure workstation applications (Microsoft, Adobe, VPN Client, etc.)
Collaboration: Demonstrate the ability to establish and maintain effective working relationships with other employees, vendors and customers.
Teamwork: Demonstrate the ability to follow directions and deliver results individually and as a team member

• HARD & SOFT SKILLS:

Compassionate communicator with a positive attitude.
Patience is a virtue when working with teammates and customers.
Attention to detail is critical, as is being observant and following directions.
Problem solving and create solutions to drive to a course of action.

REQUIREMENTS:
Associates degree in a computer-related technology field or equivalent industry experience.
At least one year of experience in the Health Care industry and experience in home care is desirable.
CompTIA A+, N+, CCNA, Microsoft or other industry certification(s).
Experience performing routine maintenance on laptop and desktop hardware.
Experience installing and administrating a Microsoft workstation environment.
Experience administrating Microsoft Active Directory Users and Computers.
Experience administrating Microsoft Exchange and Exchange Online Mailboxes/Users.
Experience provisioning and administrating end-user telephony devices.
Experience installing and configuring workstation and server applications.
Experience administrating Mobile Devices via Mobile Device Management.
Capable of all physical demands.

• Company Job DescriptionCompany Job Description
• SUMMARYThe Technical Support Specialist II is the front line support enabling the organization to deliver our goal of improving the quality of life for those entrusted to our care. In this role you will demonstrate your ability to understand customer’s requests and provide them solutions to be effective. You will work with the latest laptop, desktop, convertible tablet and mobile devices in addition to the operating systems and applications running on them. You will coach and mentor others. You will identify, solution and implement process improvements.
• QUALIFICATIONS & ATTRIBUTES: Strong customer service and documentation skills

Strong verbal and written communication skills
Ability to identify and execute predetermined procedures
Demonstrated success managing multiple priorities while delivering results
Experience performing routine maintenance on laptop and desktop hardware
Experience installing and administrating a Microsoft workstation environment
Experience administrating Microsoft Active Directory Users and Computers
Experience administrating Microsoft Exchange Online Mailboxes/Users
Experience provisioning and administrating end-user telephony devices
Experience installing and configuring workstation and server applications
Experience administrating Mobile Devices via Mobile Device Management
Demonstrated ability to follow directions and deliver results individually and as a team member
Demonstrated ability to establish and maintain effective working relationships with other employees, vendors, and customers
Understands, adheres to and effectively communicates company polices and procedure
CompTIA A+, N+, CCNA, Microsoft or other industry certification(s)
Associates degree in a computer-related technology field or equivalent industry experience
Possess a valid driver’s license and a good driving record
Maintain a professional appearance as a representative of the company
MAJOR AREAS OF RESPONSIBILITY: Answer inbound calls participating in a Service Desk queue
Create, work and document tickets for Customers
Provide technical customer support via telephony and e-mail ticketing
Acknowledge and set expectations with Customers in a timely fashion
Troubleshoot basic to advanced technical problems. document results and escalate as needed
Provision, maintain and retire Active Directory accounts and information
Provision, maintain and retire Exchange mailboxes and resources
Provision, configure and ship mobile devices to Customers (Samsung, Apple, etc.)
Provide end-user support for mobile devices (Samsung, Android, SOTI, etc.)
Identify and purchase end-user equipment (desktop, laptop, monitors, peripherals, etc.)
Received and document receipt of goods for incoming orders
Install and configure workstation operating systems (Microsoft Windows)
Install and configure workstation applications (Microsoft, Adobe, VPN Client, etc.)
Measure and maintain inventory levels of supplies (keyboards, mice, headsets, etc.)
Troubleshoot end-user device network connectivity (Wired, wireless, VPN, etc.)
Install, configure and troubleshoot peripheral devices (printers, scanners, media, etc.)
Troubleshoot, coordinate and verify hardware warranty repairs (HP)
Participate in on call rotation
Other reasonable duties assigned by Manager

Job Type: Full-time

Pay: $17.00 - $19.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Vision insurance

Schedule:

• Monday to Friday

Experience:

• Customer service: 1 year (Preferred)
• ServiceNow: 1 year (Preferred)
• Help Desk Que: 1 year (Preferred)
• end user support: 1 year (Preferred)

Work Location: One location

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