Technical Customer Support Supervisor jobs in Billings, MT

Description

INTRODUCTION: 

Join our dynamic team as a Tech Support Specialist and be at the forefront of providing exceptional technical assistance to our valued staff members. In this crucial role, you'll be an essential part of ensuring smooth operations by resolving a wide range of technical issues. Your expertise will help maintain our reputation for outstanding customer support and innovative problem-solving. If you have a passion for technology and a commitment to service excellence, we look forward to having you on board to help our clients navigate their technical challenges with ease and efficiency.

JOB SUMMARY:

The Technical Support Specialist at Rimrock is responsible for first level and escalated service requests. This relates to all technology, to include but not limited to: workstations, user accounts, printers, networks, and vendor specific hardware and software. Provide technological support to staff to ensure systems will operate correctly for the end-user. Assure adherence to state statutes and rules, CARF standards, and federal regulations including HIPAA and 42 CFR Part 2. Positively represents the organization and promotes Rimrock’s Mission to the community.

ESSENTIAL FUNCTIONS:

1. IT Support relating to technical issues involving Microsoft’s core business applications and operating systems: Microsoft Office, Microsoft Windows
2. IT Support relating to all internal applications: Netsmart, Adaxes, Novatime, Quickbooks, Paylocity etc.
3. Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security
4. Basic remote access solution implementation and support: VPN, Terminal Services
5. Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets
6. System documentation, maintenance, and review in ConnectWise
7. Ticket management within Worxhub internally
8. Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
9.  Ability to work as a team and communicate effectively
10.  Work with the Service Desk Dispatcher at Cosentus to ensure requests are routed to the proper resource in order to be resolved quickly and efficiently
11.  Escalate service requests to Cosentus that require engineer level support
12.  Responsible for entering service tickets, time and expenses in ConnectWise as they occur
13.  Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University
14.  Maintain inventory and accountability for onsite inventory of IT equipment and cell phone procurement and tracking at Rimrock 
15. Perform routine audits to ensure documentation is complete.
16. Other duties as may be assigned.

CUSTOMER SERVICE RESPONSIBILITIES

1. Supports customer service initiative; strives for service excellence by seeking challenges and turning them into opportunities in order to maintain to meet perception and satisfaction standards.  
2. Demonstrated passion around people development, associate engagement, and achieving company goals 
3. Models professionalism by addressing others through appropriate actions, appearance and communication.
4. Works in a spirit of teamwork and trust and maintains professional boundaries in working with others.
5. Provides timely and thorough follow-up with internal and external customers.
6. Serves on committees or process improvement teams to assist in improving quality/customer satisfaction, as assigned.
7. Models and promotes effective communication.

CORE VALUES:

"As a Rimrock team, we value integrity, quality, service, communication, and trust."

Quality - We know that quality is something that is seen and felt. We intentionally focus on providing a sustainable gold standard experience for everyone. 

Service - We respond with a high degree of excellence, compassion and urgency. We think of out-of-the-box solutions that are person centered and dignity preserving.

Communication - We communicate clearly, consistently, and respectfully in a way that builds trust, safety, and efficiency.

Trust - Trust is core to any relationship. We seek to build trust in every interaction - one conversation, one action at a time.

Integrity - We do what we say we are going to do and follow through. We do the right thing even when it is the hard thing. We are impeccable with our word and exceptional stewards of our resources.

EDUCATION/TRAINING:

Associate’s degree in Computer Science, Information Systems, or related field; or equivalent combination of experience and education. 

SKILLS:     

Advanced understanding of operating systems, business applications, printing systems, and network systems. Interpersonal skills: such as telephony, communication, active listening and customer-care. Diagnosis of technical issues and the ability to multi-task and adapt to changes quickly. Technical awareness: ability to match resources to technical issues appropriately. Service awareness of all organization’s key IT services for which support is being provided. Understanding of support tools, techniques, and how technology is used to provide IT services. Typing skills to ensure quick and accurate entry of service request details. Self-motivated with the ability to work in a fast-paced environment. 

PHYSICAL DEMANDS:

Work is indoors in an office environment with moderate noise. Intermittent physical effort involving lifting of up to 25 pounds, walking and stooping is required. A typical workday involves sitting, frequent use of general office equipment, including a computer, keyboard, and mouse, reaching with hands and arms, and talking and hearing 70% of the time. Approximately 30% or less of the time is spent standing/walking. Normal vision abilities required, including close vision and ability to adjust focus. 

WORK ENVIRONMENT/JOB LOCATIONS: 

Involves everyday risk or discomfort requiring normal safety precautions in an office setting, meeting room and patient care areas. Work may involve mental and emotional stress. Occasional driving required. Will work primarily in main facility, with occasional travel to off-site facilities as needed. 

DISCLAIMER

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of responsibilities, duties and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.