IS-Technology Customer Support Analyst I

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 our locations in either Cushing, OK, Moundridge, KS, or Overland Park, KS.

Valley Hope restores lives affected by addiction and supports lifelong recovery.  At Valley Hope, our mission comes to life through our core values of C haracter, C ompassion, and C ommitment.  Are you ready to join an organization where you can make an extraordinary impact, conquering addiction one patient and family at a time?  If so, Valley Hope welcomes you!

With a near 60-year legacy of helping patients and families, Valley Hope is nationally known as a trusted provider of addiction treatment and recovery support. 

Our work is mission-driven, supported by a strong culture of teamwork and a compassionate environment that is the foundation of the Valley Hope organization.

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.

BENEFITS: 

• Affordable medical insurance (Valley Hope covers up to 85% of cost)
• Affordable dental, and vision insurance 
• Tuition Assistance 
• Student Loan Repayment
• Public Student Loan Forgiveness (PSLF) Eligible Employer
• 8 Paid Holidays (Including 1 Personal Holiday)
• PTO – Up to 27 Days per year based on years of service
• Paid Parental Leave 
• 401(k) Retirement Plan with employer match
• Health Saving and Flexible Spending Accounts
• Short Term Disability
• Employee Assistance Program
• And 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 resources
• Advise 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.