End User Support Tech

The WellBe care model is a Physician Led Advanced Practice clinician driven geriatric care (care of older adults) team focused on the care of the frail, poly-chronic, elderly Medicare Advantage patients. This population is typically underserved and very challenged with access to care. To address these problems, we have elected to bring the care to the patient, instead of trying to bring the patient to the care. Care is provided throughout the entire continuum of care – from chronic care and urgent care in the home, to hospital, to skilled nursing facility, to assisted living, to palliative care, to end of life care. WellBe's physician/advanced practicing clinician led geriatric care teams’ partner with the patient’s primary care physician to provide concierge level geriatric medical care and social support in the home as well as delivering and coordinating across the entire care continuum.

General Summary

Offer support and technical assistance to customers who are using software, hardware, or other computer systems and need help completing tasks or troubleshooting problems through diagnostic tests and remote access to their computers.

Skills & Competencies

• Takes call on a rotating basis for monitoring system outages.
• Tech savvy with working knowledge of office automation products, databases and remote control
• Good understanding of computer systems, mobile devices and other tech products
• Handles specialized functions such as Security Administration, moves/adds/changes and provides project support.
• Responsible for analyzing and resolving hardware and software problems across the enterprise, engaging external technicians as appropriate.
• Ability to diagnose and resolve basic technical issues.
• Essential duties to include, but are not limited to Receives phone requests, logs and manages calls, utilizing correct procedures.
• Analyzes requests for root causes and resolves problems. Suggests process improvements. Provides guidance to less experienced technicians.
• Customer-oriented and cool-tempered
• Receives referrals from Help Desk Technicians that cannot be resolved at that level.
• Proven experience as a help desk technicianor other customer support role
• Excellent communication skills

Educational Requirements

• Excellent customer service skills and general business knowledge required. I
• BSc/BA in IT, Computer Science or relevant field
• 1-2 years desktop troubleshooting support experience; or any combination of education and experience, which would provide an equivalent background.
• Excellent oral, written and interpersonal communication skills required.
• HDI certification preferred
• Intermediate to expert knowledge of hardware and software tools, and techniques; networking; telecommunications; applications, and/or configuration management required.
• Working knowledge of enterprise processes, security processes, escalation procedures and request management required. 3-4 years customer service and IT experience preferred.