Services desk technician job description

Join our team and grow with us both professionally and personally!


Acts Retirement-Life Communities is the nation’s largest not-for-profit owner, operator, and developer of resort-style continuing care senior living communities, including independent living, assisted living and skilled nursing care. The Acts family proudly consists of 26 communities in 9 states, and over 7,000 employees. Acts provides residents with a lifestyle that includes on-campus conveniences, services, and amenities such as casual and fine dining venues, beauty salons, fitness centers, security, healthcare, activity programs, and much more. Our employees are inspired by a culture of Loving-Kindness, and we are fully committed to appreciating the array of backgrounds and talents demonstrated by our employees.


Acts is currently seeking qualified candidates for the position of Service Desk Technician within our Information Technology (IT) Department.


The Service Desk Technician is the first line of support support for technical problems and hardware, software and network related issues and recognizes, records and escalates more difficult problems to next level support. Handles initial service desk phone, e-mail and web inquiries. Assesses support needs and provides solutions or refers them to appropriate team members.
Requirements:
The ideal candidate will meet the following requirements:
Associate's degree in Information Technology or related field Minimum of two years' experience in related field is preferred
To protect the health and safety of our residents, employees, and the communities we serve, Acts has implemented a universal COVID-19 and Influenza (Flu) vaccination requirement for all employees. Qualified reasonable accommodation requests for medical and religious exemption will be reviewed by the Human Resources Department.


Full-time employees are eligible for a generous benefit package including health benefits (medical, dental and vision), health spending account, life insurance, disability programs, 401(k) with 4% company match, paid time off (PTO) and holidays, and much more! Some part-time positions may also be eligible to receive certain benefits.


For more information or to apply, visit us at www.acts-jobs.org.


Acts is an equal opportunity employer that is committed to diversity and inclusion in the workplace. Qualified applicants will receive consideration for employment without regard to race, color, religion, age, gender, gender identity or expression, sexual orientation, marital status, national origin, disability, veteran status, or any other characteristic protected by law. Acts is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process.

At Central Maine Healthcare our team members are committed to providing exceptional care and experiences for our community and for each other every day.

Under direct supervision, deliver basic Service Desk services by providing team members with a single point of contact to report problems or direct inquiries Perform tasks that present low risk to the environment and will analyze and resolve basic problems relating to clinical and business applications, desktops, network connectivity, printers and peripheral connectivity issues, and mobile devices to include laptops, iPads and CareAware devices). In addition, the Service Desk Technician I will learn assigned systems and gain baseline knowledge of the environment.

+ Provides first level support and resolution utilizing Service Desk tools for basic hardware, network, software, and application problems.

+ Ensures that Service Desk calls are answered promptly and functions as the problem "owner" for most day-to-day service delivery problems.

+ Evaluates and/or escalates calls for urgency, complexity, and organizational impact when first level technical support and resolution fails.

+ Responsible for documenting all inquiries, from initial call to incident resolution using the ITSM system.

+ Ensures the computer environment is secure, clean at all times, and all maintenance and shift turnover procedures are followed.
+ Ensures all problems have been assigned to the appropriate individuals for resolution.
+ Monitors the progress of all Service Desk calls including prioritizing and tracking calls assigned to other team members.
+ Provides feedback to IS personnel on the use of departmental service agreements and effectiveness of the "first-call" personnel within customers areas.
+ Provides feedback to IS Leadership as to the time, nature, and frequency of client calls. Recommends system modifications to reduce user problems.
+ Provides excellent customer service and develops relationships through follow-up and customer contacts.
+ Helps create and expand the service desk problem solving database through documentation of day-to-day problems.
+ Recommends or continuously adds updates to procedural and resolution information within the Service Desk software.
+ Uses software and hardware pertinent to the detection and resolution of desktop computers and network problems.
+ Resets user's passwords ensuring that CMH standards for strong passwords are followed.
+ Enables user accounts after following the standard security checks.
+ Adheres to established department security policies
+ Follows procedures in dealing with violations of security experienced during the work shift.
+ Performs preventative maintenance as specified by the device manufacturer's standards.
+ Ensures all housekeeping and maintenance functions are performed in a timely and scheduled manner.
+ Communicates effectively with other shifts in order to ensure a smooth shift transition.
Education and Experience:
+ Bachelor's degree in Information Services.
OR
+ Associates degree in business, management information systems or related field
+ One year experience in technical support or supporting local area networks and desktop information systems.
OR
+ High School Diploma and two years of experience in field engineering or desktop/mobile support. Experience may substitute for degree.
Knowledge, Skills, and Abilities:
+ Ability to engage patients and team members utilizing the CMH Experience Standards:
+ I am creating a warming, caring, and non-judgmental environment.
+ I am actively listening and seeking information.
+ I am honest, truthful, and consistent.
+ I am respectful, treating all individuals with dignity and empathy.
+ I am serving as a role model, taking both initiative and ownership when appropriate.
+ I am working collaboratively and demonstrating teamwork.
+ I am resilient and adapt to change in positive ways.
+ Serve as the champion of the patient and team member experience by providing an A+ experience to every patient and team member, every day.
+ Exceptional Customer Service skills
+ Excellent phone and communication skills
+ Excellent documentation and follow-up skills
+ Excellent attention to detail and accuracy skills
+ Expert in navigating HRIS databases or operational systems
+ Proactive in employee engagement
+ Proactive in resolving issues independently or collaboratively with colleagues
+ Ability to take direction and operate independently
+ Ability to work in high volume, fast paced setting
If you are passionate about making a difference and are looking for your next great career opportunity, we look forward to reviewing your application!

• Windows 7 or Windows 10
• Office 365, Office 2016

SUPERVISORY RESPONSIBILITIES

This job has no supervisory responsibilities.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Teamwork – contributes valuable input and works well in a team-oriented environment.
• Adaptability –willing to take on a new position or accept additional responsibilities when asked.

EDUCATION and/or EXPERIENCE

Bachelors of Computer Science degree, or equivalent

• Minimum of an Associate’s degree with a minimum of 3 years hands on experience in desktop support in a comparable environment required, with 1 to 3 years of business experience
• One or two certifications from entities such as HDI or Microsoft (Microsoft Certified IT Professional or Microsoft Certified Systems Administrator) is helpful.

LANGUAGE SKILLS

Ability to read, analyzes, and interprets the most complex documents. Ability to respond effectively to the most sensitive inquiries or complaints. Ability to write speeches and articles using original or innovative techniques or style. Ability to make effective and persuasive speeches and presentations on controversial or complex topics to top management, public groups, and/or boards of directors.

MATHEMATICAL SKILLS

Ability to add, subtracts, multiply, and divides in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

REASONING ABILITY

Ability to apply principles of logical or scientific thinking to a wide range of intellectual and practical problems. Ability to deal with nonverbal symbolism (formulas, scientific equations, graphs, musical notes, etc.,) in its most difficult phases. Ability to deal with a variety of abstract and concrete variables.

CERTIFICATES, LICENSES, REGISTRATION

None required.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an Associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel and talk or hear. The employee frequently is required to stand; walk; sit; reach with hands and arms; and stoop, kneel, crouch, or crawl. The employee must frequently lift and/or move up to 25 pounds and occasionally assist with lifting and/or moving up to 100 pounds.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an Associate encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is occasionally exposed to risk of electrical shock. The noise level in the work environment is usually moderate.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

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