IT Remote Support Specialist I [United States]

 

Why Us?:

With a mantra of Empowering Human Potential, Hanger, Inc. is the world's premier provider of orthotic and prosthetic (O&P) services and products, offering the most advanced O&P solutions, clinically differentiated programs and unsurpassed customer service. Hanger's Patient Care segment is the largest owner and operator of O&P patient care clinics nationwide. Through its Products & Services segment, Hanger distributes branded and private label O&P devices, products and components, and provides rehabilitative solutions to the broader market. With 160 years of clinical excellence and innovation, Hanger's vision is to lead the orthotic and prosthetic markets by providing superior patient care, outcomes, services and value. Collectively, Hanger employees touch thousands of lives each day, helping people achieve new levels of mobility and freedom.

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Could This Be For You?:

As our Tier 1 Help Desk Specialist - Remote you will receive exceptional on the job training allowing you to utilize your exceptional customer service skills and keen interest in IT to troubleshoot and resolve issues related to hardware, software, business applications and networking in our Windows environment. You will also actively contribute to ongoing process improvement efforts. In this fast-paced role, your ability to prioritize, provide excellent service, and manage competing priorities in a timely manner will be the keys to your success!

You will learn to coordinate, diagnose, and troubleshoot incoming employee calls. You will further be trained to provide support services to employees with technical problems and information technology issues involving desktop, laptop or network services from local personnel or from employees using network remote access. Our goal is to resolve problems in a timely manner or escalate on behalf of our customer to the appropriate technical team member. You will provide case status updates to management and end-users allowing us to support and maintain effective relationships with all those we serve. You will additionally have the opportunity to collaborate on the development, documentation, and implementation of standard operating procedures and customer service guidelines relating to IT support.

Your Impact:

• Troubleshoot and provide excellent first contact customer service support to our end users for questions, problems or issues related to; hardware, software, business applications and networking
• Contribute positively to our customer service, incident, and request service level agreements
• Coordinate escalation and resolution of technical issues with IT teams
• Document, develop, and contribute to ongoing IT process improvement
• Support access provisioning efforts in a dynamic IT environment.
• Provide support for key business projects
• Participate in coaching and training for other team members
• Commitment to individual goals by completing ongoing training and development
• Create a positive and professional work environment
• Perform responsibilities within established SOX and Security compliance criteria

Minimum Qualifications:

• A two-year degree is required or a high school diploma with 3 years of customer service experience with a displayed aptitude for IT achieved through such efforts to include be not limited to: volunteerism, coursework, vocational training, school clubs, etc. is required.
• Service Desk/Help Desk experience is preferred.
• Availability to work a 10x4 schedule (hours of operation 5:00am-9:00pm) is required.
• Strong customer service, communication, and follow-up skills are fundamental to your success in this role.
• Ability to work independently and in a dynamic environment is also of value.

Additional Success Factors:

• Strong customer service, communication, and follow-up skills are fundamental to your success in this role.
• Ability to work independently and in a dynamic environment is also of value.
• Act with integrity in all ways and at all times, remaining honest, transparent, and respectful in all relationships.
• Keep the patient at the center of everything that you do, building lifelong trust.
• Foster open collaboration and constructive dialogue with everyone around you.
• Continuously innovate new solutions, influencing and responding to change.
• Focus on superior outcomes, and calibrate work processes for outstanding results.

Our Investment in You:

Employees working at least 20 hours per week are eligible for the following benefits:

• Competitive Pay
• Health Insurance
• Dental Insurance
• Vision Insurance
• 8 Paid Holidays per Year
• Paid Vacation Time Off
• Paid Sick Time Off
• 8 hours of paid time to volunteer in your community
• Floating Holiday
• Life Insurance
• Medical Flex Spend Account
• Dependent Care Flex Spend Account
• Free employee assistance program
• 401(k)
• Full-time employees are also eligible for short-term and long-term disability insurance

#LI-Remote

Pay range of $20.00 to $24.00 per hour + annual bonus: up to 5% of base pay depending on bonus criteria. This pay range is posted to comply with wage transparency laws. Hanger salary ranges vary based on skill, ability, knowledge, geographic location and other variables.

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