CUSTOMER SUPPORT TECHNICIAN II

Alliance Central Services Team (CST) Location: Grand Rapids, MI (On-Site only)

This position will assist in customer support tickets across all Alliance’s partners. This position will be very customer focused in handling technology issues that may arise with internal Alliance users and partners. Ensuring partners and clinicians have the necessary tools, training and understanding of the technology tools being used. As the Customer Service Technician II for day-to-day partner and internal staff inquiries, this is an excellent opportunity for a talented self-starter to grow with Alliance.

RESPONSIBILITIES AND DUTIES

This list of duties is not intended to be all-inclusive and may be expanded to include other duties or responsibilities that senior management may deem necessary.

• Provides IT level 1 and 2 user support to Alliance’s users and hosted solutions for inbound support calls and incoming support tickets.
• Manages support cases/tickets reviewing cases/tickets from specific queues to be resolved within their SLA’s. Escalate IT tickets to level 3 and 4 as needed.
• Assists in acquisitions and mergers of new sites and users to ensure easy transitions.
• Travel to newly acquired sites to assess technology needs and understanding of new site.
• Fulfillment: Orders of new equipment based on defined equipment standards as needed.
• Receiver of equipment from clinics to be fixed or replaced as needed.
• Maintain equipment spares for replacement delivery as needed.
• Maintain and fix existing computer systems as needed.
• Onsite at our Central Services Team (CST) headquarters in Grand Rapids Michigan to maintain IT visibility, support and IT equipment inventory.
• Identify potential areas of improvement within existing platforms and systems.
• Track and document all issues for compiling a working knowledgebase.
• Educate users on the functions of installed general office applications, operating systems and cloud-based phone system.
• Administer Microsoft’s Entra Directory along with Exchange Online.
• Assists with the orientation of new employees in appropriate IT procedures and/or helping them get started with the applicable computerized systems.
• Follow offboarding procedures.
• Installs and provides routine maintenance on users’ PCs, printers, hardware and software.
• Manage the tracking of hardware and software modifications to the Alliance network.
• Makes recommendations regarding hardware and software to meet identified business needs.
• Evaluates, selects and applies proven techniques, procedures and criteria, in making enhancements and modifications to desktop related hardware and software.
• Some work will involve off-hours, weekend and on-call services after normal business hours. Will carry cell phone to facilitate communications both during and after normal business hours.
• Follows corporate IT policies and procedures as defined.
• Performs and assumes other duties and responsibilities as required.
• Willingness to cross train in all areas of support.
• Data cleanup when needed within the Alliance platforms.
• Providing training for internal employees on all Alliance platforms when needed.
• Setting up new users within the Alliance platforms.

QUALIFICATIONS AND SKILLS

• 1-3 years’ experience in IT support
• Must be willing to travel 30% (within Grand Rapids MI clinics and some remote travel as needed to East Coast.)
• Understanding Windows and Android tablet operating systems.
• Understanding of patient care services within a clinic environment
• Working knowledge of the Microsoft 365 platform
• Willingness to “get stuff done” and demonstration of an ownership mentality
• Desire to work at a fast-paced corporate environment
• Superior organization skills and attention to detail
• Network systems administration experience in a corporate environment
• Strong experience with PC hardware and software required
• Analytical skills are necessary to troubleshoot user problems and determine user needs and system requirements.
• Strong communication and interpersonal skills, possess a strong customer satisfaction attitude with the ability to train both inexperienced & experienced users in the use of technology, in person and over the phone.
• You can juggle multiple assignments without letting details fall through the cracks
• Great problem-solving skills
• Work well both independently and with groups
• Maintain HIPAA Security awareness and processes within IT Healthcare.
• Detail oriented person with excellent written and oral communication skills, ability to follow through on project actions and tasks
• Utilizes good judgment
• Must demonstrate ability to handle diversity amongst people and environments.
• Ability to maintain confidentiality of sensitive information.