Technical Support Analyst II

Join our growing Digital Services  team! The Technical Support Analyst II will partner with the Western Home organization and its affiliates as an internal technology organization (Tech Of Ages) to provide a great customer service experience and outstanding technical support by directing the flow of work through the internal queue and ensuring that requests are fully understood, assigned, completed and documented for all requests coming into TOA.   Benefits: (Full-time) Health, Dental and Vision Relevant technical certificate cost reimbursement Flexible hours  Jorgensen Plaza Gym Membership with yearly wellness reimbursement  Access to professional development resources (ITPro TV, CBT Nuggets, and others) Flexible PTO 401k Match Tuition Reimbursement Employee Assistance Program And much more!   Work location: In-person    What You’ll Do as a Technical Support Analyst II : Provide management of the work queue, understanding the status of requests and the availability of team members to complete tasks. Demonstrates a holistic understanding of technology concepts and can triage work in accordance with technical support roles. Evaluates current Knowledge Based articles within the queue management software and assigns tasks to contributors that will assist in building our solutions library. Ensures that tasks are completed in a timely manner, escalating requests that are not being resolved and communicating expected resolution time with end users. Moves purchasing tasks to completion, ensuring that supplies are ready in time for deployment and timely completion of tickets. Creates processes that assist with accurate tracking and management of inventory, using internal inventory management modules to support organization. Monitors key performance indicators to determine bottlenecks and opportunities to increase customer satisfaction and overall employee engagement. Performs monthly analysis to determine source of most tickets and to propose solutions to increase efficiency throughout the ticket resolution process. Provide technical support to users and train non-technical workers on the business's information systems. Continues to promote personal growth and follow learning opportunities as they arise to be further equipped to handle more complicated service tickets. Develop and maintain procedures for networks, system operations, and product assembly and installation.   Resolution Skills: Performs problem solving activities for difficult technological issues and provides assistance on infrastructure and software issues across all groups and departments of Western Home Communities and its affiliates. Maintains and updates record keeping systems including user profiles and inventory control systems. Defines technical issues that arise and works with development staff to determine solutions. Supports necessary and often complicated software and hardware maintenance activities on technology systems including testing and troubleshooting general failures or conflicts. Performs ongoing activities to maintain and enhance overall system performance. Leads research supporting new projects and helps to identify solutions that will benefit teams throughout Western Home. Maintains a working knowledge of network and systems schematic and can effectively solve routine problems and effectively frame and triage complex network issues to network administrators. Completes projects as needed that support the overall vision and direction of the organization.   Education/Experience:  Bachelor’s degree preferred in Computer Science, Network Administration or other related field. 3-5 years’ experience required in technical support role and queue management. Broad knowledge on a range of computer systems, hardware, software, networking and applications. Ability to communicate professionally and effectively to a broad audience and to provide guidance and instructions to users as needed. Competence in analyzing and resolving complex computer problems. Experience in performing necessary upgrades on computer systems and networks. Demonstrated ability of project completion within a specified time frame. Strong commitment to working cooperatively within a team environment. Commitment to exceptional performance in a high-stress environment, with ability to nurture positive relationships with staff, residents and the public. Relevant skill sets PointClickCare (Electronic Health Record) Google Workspace Microsoft O365 Windows Operating System CompTIA Network CompTIA A Cisco Certified Entry Networking Technician (CCENT) Microsoft Certified Solutions Associate (MCSA) or Expert (MCSE) for Windows environments Pay: $24- $29/hour If you feel like you, or someone you know, would be a good fit for this opportunity within Western Home Communities- we would love to talk!    Western Home Communities is a continuing care retirement community (CCRC). That means we offer residential living for seniors at every stage of health, activity and independence, from those who need no assistance, to others who require round-the-clock nursing care. This is often referred to as the continuum of care.   Mission Statement: Western Home Communities is a charitable Christian Service Organization that assertively creates fulfilling lifestyles for those we serve, their families and our employees.    The ideal candidate for this position supports the Western Home Communities values of people first, servant spirit, innovation and financial integrity. We offer an array of living options, care, and services for the well-being of our clients.  Join our team to make a difference in the lives of those we serve!