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Pennant · 5 hours ago

Tier 1 Help Desk IT Support

Nashville, Tennessee

Full-time

Onsite

Entry Level

$60K/yr - $65K/yr

1+ years exp

Pennant Services is a company that supports home health, hospice, senior living, and home care operations across the United States. They are seeking a Tier 1 Help Desk IT Support professional to provide exceptional customer service and technical support to clients while contributing to various IT projects and maintaining technology infrastructure.

Hospital & Health Care

Growth Opportunities

Responsibilities

Serve as the primary point of contact for end users seeking technical assistance via phone, email, instant messaging, or in-person interactions, providing prompt and effective customer support with a caring and empathetic approach

Identify, troubleshoot, and resolve technical issues, escalating complex problems to the appropriate teams when necessary

Install, configure, and maintain computer systems, software applications, and peripheral devices

Effectively manage ticket queues and personal ticket backlog, prioritizing and resolving customer issues within agreed-upon service level agreements (SLAs)

Proactively monitor and follow up on open tickets, ensuring timely updates to customers and driving issues to resolution

Take ownership of assigned tickets, seeing them through from initiation to closure, and providing regular updates to customers on the status of their requests

Collaborate with team members to share knowledge, seek assistance, and contribute to a positive and efficient work environment

Continuously improve personal productivity and efficiency by implementing effective time management strategies and utilizing available tools and resources

Stay organized and maintain accurate documentation of ticket details, troubleshooting steps, and resolutions for future reference and knowledge sharing

Strive for continuous professional development by seeking opportunities to enhance technical skills, customer service expertise, and healthcare industry knowledge

Collaborate with cross-functional teams to implement and maintain IT projects, such as system upgrades, migrations, and new application deployments

Contribute to the development and documentation of IT policies, procedures, and guidelines to ensure compliance and best practices in the healthcare context

Stay up to date with the latest technological advancements and industry trends in both IT and healthcare, actively pursuing opportunities to expand technical skills and knowledge

Provide guidance and training to end-users on the effective use of technology solutions tailored to their specific needs, promoting self-help resources and best practices

Maintain accurate records of customer interactions and technical issues in our ticketing system, ensuring thorough documentation for future reference and knowledge sharing

Contribute to the creation and maintenance of knowledge base articles, as well as support automation tools such as chatbots and predictive AI

On-call rotation will be required