Job Description

Job Description

OverviewPrestige Healthcare Resources Inc (PHRI) is seeking an experienced, pro-active, thoughtful team member who can make a substantial and valuable impact to the organization. We currently provide services to over 1,500 patients in two different states. We are in growth mode and looking to scale to providing care to over 10,000 patients in 5 different states over the next 3 years. Our focus is advocating and implementing an integrated care model approach to the underserved population undergoing behavioral health related issues.Providing compassion and care isn t just our profession, it s our passion and our culture. At Prestige, we care for the clients that we serve. We listen to them and provide the support they need to enable them to live comfortable and fulfilling lives. Our drive is to restore hope and healing to the community. We are looking for mission-driven individuals looking to make a difference.Position summary

Reporting to the Director, IT, the IT Specialist provides exceptional technical support to users by researching and answering questions, responding to inquiries and ensuring proper computer operation often as the first point of contact. This role provisions business technology tools (cell phones & laptops), troubleshoots problems, maintains workstation and LAN performance, while providing answers to clients by guiding clients through corrective steps.Primary duties & responsibilitiesReviewing and triaging helpdesk tickets to ensure SLA s are being met.

Researching and answering questions: Help desk staff may ask questions to determine how to best solve a customer's problems.

Troubleshooting problems: Help desk staff may help with hardware and software troubleshooting.

Maintaining workstation and LAN performance: Help desk staff may ensure proper computer operation.

Identifying problems: Help desk staff may identify learning issues and recommend instructional language.

Guiding clients through corrective steps: Help desk staff may walk customers through the problem-solving process.

Provide end-user tech support via help desk channels. (this could consist of phone, email, Teams, or Email.

Troubleshoot various Technical Issues

Handle User Account Management. (for example, account creation, assigning permissions, or password resets)

Escalate incidents that cannot be resolved to the next level of support in line with service level agreements (SLA's)

Update users on the status of their incident or service request.

Provide proactive maintenance on client devices as appropriate.

Experience and Professional QualificationsStrong knowledge of computer systems, hardware, and software.

Effective problem-solving, analytical, and team-working skills.

Excellent communication and interpersonal skills.

Proficient in Microsoft Outlook, Word, Excel, and other standard software applications.

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