All employees shall meet Risk Management Regulations and attend at the minimum one (1) hour of Risk Management education and training within the first thirty (30) days of employment and as required by law or Independent Living Systems; and, for that non-physician in clinical direct care delivery services, annually thereafter.

POSITION RESPONSIBILITIES AND ACCOUNTABILITY

• Answer incoming customer calls and emails: Identify, research, and resolve technical support issues.
• Act as a primary interface to business users for all IT support issues.
• Applies advanced diagnostic techniques to identify problems, investigate causes, and recommend solutions.
• Performs escalation procedures.
• Must be able to close multiple tickets and answer multiple phone calls daily.
• Properly assigns incident and service request tickets priority using impact, urgency, and product categorization classification.
• Perform password resets on applicable systems.
• Must be able to track the work SLA’s to keep metrics up to high standards.
• Collect information from callers and ensure that tickets are promptly and accurately documented in the ticketing system.
• Maintains current knowledge of relevant technology as assigned.

Participates in special projects as required.

POSITION QUALIFICATION

• A minimum of 1-2 years of helpdesk support experience in an enterprise call center environment.
• Must be experienced with installing all Windows platforms and applications such as W10, W8, Office365, outlook. Must be familiar with creating and installing computer images.
• Must be familiar with encryption applications such as PGP and Bit Locker.
• Must be familiar with installing and cleaning pc’s with anti-virus and malware applications such as Viper and Malwarebytes.
• Must have extensive knowledge of hardware such as laptops, desktop, printers, cell phones and tablets.
• Must be familiar with ITIL’s methodologies.
• Must have a professional attitude and be personable.
• A+, MCP, MCSA or Network+ Certification preferred
• Bachelor’s degree preferred

OTHER COMPETENCIES

• Ethical Conduct.
• Strategic-Critical Thinking.
• Leadership.
• Decision Making.
• Financial Management.
• Communications Proficiency.
• Presentation Skills.

TRAVEL

This position requires up to 25% travel. Frequent travel is inside the local area.

DRUG FREE WORKPLACE

In compliance with the Drug-Free Workplace Act of 1988, Independent Living Systems and its subsidiaries have a longstanding commitment to provide a safe, quality-oriented and productive work environment. Alcohol and drug abuse pose a threat to the health and safety of ILS employees and members and to the security of the company's equipment and facilities. For these reasons, ILS is committed to the elimination of drug and alcohol use and abuse in the workplace.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands, reach with hands and arms; talk and hear. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Must be able to work in a stressful environment.

This position may require work in excess of 40 hours per week and will require some evening and weekend work hours.

EEO STATEMENT

Independent Living Systems, LLC, and its subsidiaries, including FCC, provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, disability, ancestry or any other characteristic protected by state, federal, or local law. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.