Service Desk It Support Specialist

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.
Could This Be For You?
NEW GRADS WELCOME TO APPY! As our Tier I, Service Desk IT Support 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 help desk 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
• Perform responsibilities within established SOX and Security compliance criteria
• Create a positive and professional work environment
• Participate in coaching and training for other team members
• Provide support for key business projects
• Coordinate escalation and resolution of technical issues with IT teams
• Document, develop, and contribute to ongoing IT process improvement
• Contribute positively to our customer service, incident, and request service level agreements
• Commitment to individual goals by completing ongoing training and development
• Support access provisioning efforts in a dynamic IT environment.

Minimum Qualifications

• Service Desk/Help Desk experience is preferred.
• 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.
• Must be able to work a full 8 hour shift between 7 AM and 7:30 PM Mondays - Fridays.
• A four year degree preferred.

Additional Success Factors

• 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.
• Focus on superior outcomes, and calibrate work processes for outstanding results.
• Foster open collaboration and constructive dialogue with everyone around you.
• Keep the patient at the center of everything that you do, building lifelong trust.
• Continuously innovate new solutions, influencing and responding to change.
• Strong customer service, communication, and follow-up skills are fundamental to your success in this role.

Our Investment in You
Employees working at least 20 hours per week are eligible for the following benefits:

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

Pay range of $22.00 to $33.00 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.