Careforth
Technical Support Specialist II
Careforth, Boston, Massachusetts, us, 02298
About Us
A pioneer in the caregiving space, Careforth supports family caregivers across the United States to confidently care for their loved ones at home. Through a combination of in-person home visits, remote coaching and our proprietary digital collaboration app, we provide caregivers with support, guidance, confidence, and connection to resources they need. The Caregivers and families we support stay with Careforth for many years, building lasting relationships along the way. Join us today and live our values: lead with heart, cultivate trust, go beyond.
Position Summary
Under the primary direction of the Service Desk Manager, the Technical Support Specialist II performs special and diversified technical support and documentation for the company's customers. The Technical Support Specialist II will be responsible for building, maintaining and troubleshooting corporate computing devices, servicing customers at all levels of the organization. This role will also work on various projects and IT operations tasks, including managing the new hire and termination process for all employees, creating training documentation and improving efficiencies. This role will also assist in the on-going assessment and research of current and new technologies, providing recommendations to management as needed.
What You Will Do
Utilize ticketing system to track all support calls. Identify, research and resolve corporate and remote user PC issues and requests Manage technical support cases related to laptops through phone, email submission, and in person. Troubleshoot computer backup and restore errors on users' laptops as needed Add/Remove/Modify accounts in Active Directory Perform onboarding procedures for new users into all applicable systems, and provide training and documentation via phone, video chat, or in person Perform the offboarding procedures for terminated employees ensuring that all core application and system access is removed, and equipment is returned Maintain network printer setup and maintenance of the related equipment Handle receipt and asset management for all IT equipment; Maintain records for all IT related hardware Administer/setup and deploy mobile phones to users Assist with the day-to-day maintenance of company's PCs and Cisco IP phone system; MAC experience is a strong plus Assist in on-going assessment and technology refresh of PCs; research and evaluate hardware and software options and provide recommendations for future improvements as needed Create and maintain training documentations as needed Perform other duties as assigned What You Will Bring
Associate's degree (or higher) from an accredited college or university preferred 4-6 years of help desk support experience required Proven PC Hardware Configuration and Troubleshooting skills MAC Hardware Configuration and Troubleshooting a plus Experience with network equipment a strong plus Experience with mobile management device management software like MSFT Intune or equivalent Experience with Office 365, Salesforce or other CMS platforms, Windows 10, and Android OS and IOS Knowledge of operating details of a HIPAA-compliant company is a plus Must be comfortable taking calls Ability to communicate effectively both verbally and in writing *This is a hybrid role and will require you working out of the office 1 day a week
Join Our Award Winning Team
Founded in Boston, Careforth's caregiver programs and services improve health outcomes, keeping care at home longer. Additionally, our programs provide financial benefit to caregivers and cost savings to state agencies and health plans. At Careforth, we understand the challenges of caregiving and are committed to supporting family caregivers at every turn.
Caregivers play a critical role in the future of healthcare-and so can you.
Apply now!
For more information, please visit www.Careforth.com.
Careforth is an Equal Opportunity Employer*
DISCLAIMER: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.
*Careforth supports families with diverse backgrounds and as an equal opportunity employer, we seek employees who reflect the diverse population we serve. Careforth complies with all applicable laws concerning hiring and employment practices and is firmly committed to fostering and maintaining a workplace free from discrimination. We pledge to hire, train, and promote our employees without regard to race, religion, gender, gender identity, genetic information, age, national origin, sexual orientation, disability, veteran status, or any other category protected by applicable law.
Careforth strives to create experiences that are accessible and welcoming to everyone, including making www.careforth.com and the careers site accessible to any and all users. If you would like to contact us regarding the company's diversity, equity and inclusion initiatives, inquire about a specific accessibility need or the accessibility of our website, or if you need assistance completing an application process, please contact People & Culture at 866-797-2333.
A pioneer in the caregiving space, Careforth supports family caregivers across the United States to confidently care for their loved ones at home. Through a combination of in-person home visits, remote coaching and our proprietary digital collaboration app, we provide caregivers with support, guidance, confidence, and connection to resources they need. The Caregivers and families we support stay with Careforth for many years, building lasting relationships along the way. Join us today and live our values: lead with heart, cultivate trust, go beyond.
Position Summary
Under the primary direction of the Service Desk Manager, the Technical Support Specialist II performs special and diversified technical support and documentation for the company's customers. The Technical Support Specialist II will be responsible for building, maintaining and troubleshooting corporate computing devices, servicing customers at all levels of the organization. This role will also work on various projects and IT operations tasks, including managing the new hire and termination process for all employees, creating training documentation and improving efficiencies. This role will also assist in the on-going assessment and research of current and new technologies, providing recommendations to management as needed.
What You Will Do
Utilize ticketing system to track all support calls. Identify, research and resolve corporate and remote user PC issues and requests Manage technical support cases related to laptops through phone, email submission, and in person. Troubleshoot computer backup and restore errors on users' laptops as needed Add/Remove/Modify accounts in Active Directory Perform onboarding procedures for new users into all applicable systems, and provide training and documentation via phone, video chat, or in person Perform the offboarding procedures for terminated employees ensuring that all core application and system access is removed, and equipment is returned Maintain network printer setup and maintenance of the related equipment Handle receipt and asset management for all IT equipment; Maintain records for all IT related hardware Administer/setup and deploy mobile phones to users Assist with the day-to-day maintenance of company's PCs and Cisco IP phone system; MAC experience is a strong plus Assist in on-going assessment and technology refresh of PCs; research and evaluate hardware and software options and provide recommendations for future improvements as needed Create and maintain training documentations as needed Perform other duties as assigned What You Will Bring
Associate's degree (or higher) from an accredited college or university preferred 4-6 years of help desk support experience required Proven PC Hardware Configuration and Troubleshooting skills MAC Hardware Configuration and Troubleshooting a plus Experience with network equipment a strong plus Experience with mobile management device management software like MSFT Intune or equivalent Experience with Office 365, Salesforce or other CMS platforms, Windows 10, and Android OS and IOS Knowledge of operating details of a HIPAA-compliant company is a plus Must be comfortable taking calls Ability to communicate effectively both verbally and in writing *This is a hybrid role and will require you working out of the office 1 day a week
Join Our Award Winning Team
Founded in Boston, Careforth's caregiver programs and services improve health outcomes, keeping care at home longer. Additionally, our programs provide financial benefit to caregivers and cost savings to state agencies and health plans. At Careforth, we understand the challenges of caregiving and are committed to supporting family caregivers at every turn.
Caregivers play a critical role in the future of healthcare-and so can you.
Apply now!
For more information, please visit www.Careforth.com.
Careforth is an Equal Opportunity Employer*
DISCLAIMER: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.
*Careforth supports families with diverse backgrounds and as an equal opportunity employer, we seek employees who reflect the diverse population we serve. Careforth complies with all applicable laws concerning hiring and employment practices and is firmly committed to fostering and maintaining a workplace free from discrimination. We pledge to hire, train, and promote our employees without regard to race, religion, gender, gender identity, genetic information, age, national origin, sexual orientation, disability, veteran status, or any other category protected by applicable law.
Careforth strives to create experiences that are accessible and welcoming to everyone, including making www.careforth.com and the careers site accessible to any and all users. If you would like to contact us regarding the company's diversity, equity and inclusion initiatives, inquire about a specific accessibility need or the accessibility of our website, or if you need assistance completing an application process, please contact People & Culture at 866-797-2333.