Technical Support Specialist

at  Senior Helpers Corporate

ABOUT US:

Since 2002, Senior Helpers has been a national leader in professional, in-home senior assistance services. With a vision to help seniors remain in their homes despite age-related illnesses and mobility challenges, we have now cared for tens of thousands of seniors. We are proud to lead the industry in programs like Senior Gems, that certifies our caregivers in Alzheimer’s and Dementia care, as well as our first in the industry Parkinson’s Care Program, delivering specialized training to our caregivers who care for a senior with Parkinson’s. We are looking to add a personable and motivated Tech Support Specialist to our team in Towson!

POSITION OVERVIEW:

Technical Support Specialist is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level. The person will also troubleshoot problem areas in a timely and accurate fashion and provide end user training and assistance where required.

REQUIREMENTS:

• Minimum of three years of relevant work experience
• Demonstrated proficiency in utilizing a ticketing system to manage and address customer inquiries and technical support issues efficiently and effectively.
• Capability to occasionally lift/transport moderately heavy objects, computers, such as all-in-printers, boxes of paper, etc.
• Comfortable with performing hands-on tasks such installing network cables, computers, etc. under desks.
• Possess the capacity to adeptly prioritize and carry out tasks, demonstrating strong self-motivation and direction.
• Robust customer service focus, along with proven analytical skills, keen attention to detail, and proficient problem-solving capabilities.
• Working technical knowledge of network, PC, and platform operating systems, including Microsoft Windows O/S, MS Office, etc.
• Proficiency in Office 365, including account creation, deletion, and modification capabilities.
• Proficient in comprehending, composing, and interpreting technical documentation and procedure manuals.

• Initial point of contact for support via phone and email ticketing system.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Setup, troubleshoot and repair hardware problems for desktops, laptops, printers, etc.
• Document and ensure “best business practices” documentation is kept current.
• Account maintenance for Systems such as Azure AD, FranConnect, etc.
• Support and utilization of tools such as Absolute, TeamViewer, CrowdStrike and SysAid ticketing system.
• Support marketing department in deployment of website infrastructure for Franchisees.
• Update the Mosaic video wall, specifically tailored for holiday themes and visitors.
• Onboarding/offboarding employees.
• On-site and Remote support for employees.
• Timely response to all franchisee questions and issues, with focus on directing them to the correct resources for assistance.