Description
Angels of Care Pediatric Home Health is looking for an IT Support Technician in Pittsburgh, PA.
Angels of Care has been caring for the medically fragile community across the nation since 2000! We pride ourselves on our values: Heart, Advocacy, Love, Outreach, and Speed! #HALOS
Pay Range - $18-$23/hr
PURPOSE AND SCOPE:
Support Angels of Care’s passion in offering the best patient care solution possible. Support the mission, vision, core values and company philosophy. Adhere to the Angels of Care’s regulatory and policy requirements. Under general supervision, provide day-to-day IT technical support for networking and servers, to internal and external customers.
ROLES and RESPONSIBILTIES:
World Class Customer Service
· Maintain a positive demeanor in customer interactions in sometimes stressful situations.
· Accountable for outstanding customer service to all external and internal customers, and vendors
· Develop and maintain relationships through effective and timely communication with all customers
· Take initiative and action to respond, resolve and follow up regarding customer service issues in a timely manner.
· Record all activity in the Angels of Care ticketing system and provide weekly and monthly reports.
Principal Responsibilities
· Provide support to end users on a variety of computer hardware and software issues by identifying, researching, and resolving technical problems, then track and monitor the problems utilizing ticketing system to ensure a timely resolution.
· Expectation of at least one case closed per hour.
· Works closely with the IT leadership to achieve team goals.
· Maintain, analyze, and troubleshoot Angels of Care and customer installed systems.
· Document IT support procedures and create “How To” documents.
· Coordinate installs, repairs and upgrades with the appropriate vendors and client project managers.
· Participate in the testing of new software and equipment.
· Assist users with backing up computer data on network file shares.
· Maintain stability and usability of customer data.
· Troubleshooting hardware and software issues on servers and other devices.
· Ensures the integrity of all electronic data records by following Angels of Care’s standards.
· Must be able to work flexible hours including nights, weekends and holidays on occasion.
· Other duties as assigned.
· Review and comply with the Employee Handbook.
Physical Demands and Working Conditions
The physical demands and work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Day to day work includes desk and computer work and interaction with Angels of Care staff and customers. The work environment is characteristic of an office with air temperature control and moderate noise levels. May lift or carry objects and materials weighing up to approximately 50 pounds.
EDUCATION:
· High School Graduate.
· IT Training preferred.
· Vendor and industry certifications are a plus.
EXPERIENCE AND REQUIRED SKILLS:
· Experience including server, networking and desktop support.
· Telephone and remote support experience using remote desktop software.
· Industry Certifications a plus.
· Experience with Office365, Active Directory, Mobile Device Management and PC and Server Support.
· Server and network support experience preferred.
· Valid driver's license is required.
· Must have reliable, well maintained, and registered/licensed form of personal transportation (Car, Truck, Van, or SUV).
· Must be able to utilize air travel to customer locations.
· Experience with supporting distributed locations in multiple cities/states.
· Must possess problem-solving skills, the ability to work independently and have self-initiative.
· Ability to read, analyze and interpret technical procedures.
· Ability to write reports, business correspondence, user instructions and procedure manuals.
· Ability to present complex technical information to non-technical users in an understandable and concise format.
· Software development support experience preferred.
· Electronics aptitude preferred.
· Effective and cooperative team member.
SUPERVISION: Will work under the supervision of the IT Manager.
Why Angels of Care:
We have a full benefits package, outlined below. Among these great benefits, we LOVE our employees! We advocate for our field staff, go above and beyond for you and we keep you informed on ways you can help advocate for the clients we serve!
- Patient centered care
- Company culture founded on loving and supporting our employees and patients
- Medical, Dental, & Vision Health Plans
- Paid Time Off
- Competitive Weekly pay
- Flexible/dependable scheduling (8/10/12/16 hour shifts available)
- 1:1 patient care ratio
- Competitive pay
- Company paid Life Insurance
- 24/7 Clinical Support
- Paid/unlimited exceptional SIM lab and live client training
- Ongoing clinical education and professional growth opportunities
- Annual Car Giveaway
U.S. Equal Employment Opportunity/Affirmative Action Information
Individuals seeking employment at Angels of Care Pediatric Home Health are considered without regards to race, color, religion, sex, sexual orientation, gender identification, national origin, age, marital status, ancestry, physical or mental disability, or veteran status.
Our Mission
We provide children and young adults in need with high-quality home health care in a loving, caring and professional manner.
Our Vision
We want to be considered the very best pediatric home health agency.
Our Values
Heart – Our clients are the heart of everything we do. Every decision made at Angels of Care is made with the client’s best interest in mind. We go above and beyond to ensure appropriate services are provided to these families through continuity of care.
Advocacy – We will advocate for our clients, industry, providers, and compliance. Our team has a significant presence in both the Texas Association of Home Care and Hospice and the Home Care Association. Our team is frequently involved in meetings with legislatures, home care state executives, managed care organizations and other industry leaders to ensure the appropriate services are accessible to the families we serve. Compliance is an integral part of all Angels of Care processes. The robust compliance team and compliance program at Angels of Care works to ensure that all rules and regulations are followed to allow for clinical and compliance excellence.
Love – We love our employees and will go above and beyond for them. We believe that if our employees feel the love that they will love their job. If our employees love their job they can help us love our clients, which is the heart of everything we do. Our employees are truly part of the AOC family.
Outreach – We will have outreach into the special needs community. We encourage employees to become part of the special needs community. Being involved in this community drives a sense of purpose behind the job that our employees do.
Speed – We will act with speed to ensure our employees, clients and families are taken care of with the upmost priority. We understand that every minute counts and that these families rely on us to act quickly and be responsive to the needs of their children.