Job description

At VitalCaring, our goal is to deliver compassionate, one-on-one quality healthcare to our patients in the comfort of their own home. We do this by bringing together like-minded people who are called to care and who are supported by a positive organizational culture that is unmatched in the industry. With more than 70 locations throughout the South, VitalCaring offers comprehensive benefits coverage for you and your family, as well as a generous paid time off package for our full-time, regular employee with an accrual of up to 30 days annually (includes holidays).
Responsibilities:
The VitalCaring IT Support Technician Level I is a professional who provides technical support and assistance to end users, whether on the phone, remotely, or in person. Their primary intention is to ensure a user’s satisfaction and ability to properly operate any technology or software they may be having trouble with. Their goal is to work in tandem with coworkers and other core teams to support the company and its clinicians to better serve our patients.
Responsibilities Include:

• Be the first point of contact for end users seeking assistance through phone calls, emails, and tickets
• Support end user hardware and software
• Troubleshoot issues using remote diagnostic techniques and pertinent questions
• Setting up user profiles and generating sign ins for new hires during onboarding process
• Provision and deploy computers, tablets, and phones for new employees
• Work with other core teams to complete setup of new hires/transfers/terminations
• Installing new software and hardware drivers and updating existing ones as needed
• Updating employees on the status of their tickets
• Logging all service requests and updating tickets as needed
• Researching issues and involving mentors as needed to resolve
• Escalate incidents that cannot be solved to the level 2 technicians

Professionalism:

• Provide exceptional “white glove” customer service in all aspects of role
• Be empathetic towards those you support
• Communicate well within the team and across other teams
• Conduct themselves in a manner to reflect positively on the team, co-workers, and the company

Skill & Knowledge Growth:

• Grow knowledge and expertise around hardware and software
• Cross train with other support roles for coverage

Metrics Management:

• Number of tickets closed, in-progress
• Average age of open tickets
• Customer satisfaction rating

Qualifications:

• Minimum 2 years of support desk
• Minimum 2 years of customer service
• Basic knowledge of Windows 10 and Microsoft Office applications
• Basic troubleshooting skills to determine root cause

Job Type: Full-time

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