at Presbyterian Homes in SKOKIE, Illinois, United States
Job Description
Looking for a great opportunity to be a Healthcare Systems Support Specialist where you can really make a difference?
Join the Presbyterian Homes Team! We are an independent, non-profit senior living care organization offering full continuum of care from independent and assisted living to skilled nursing and memory care at four luxury retirement communities. Presbyterian Homes has achieved national recognition and accreditation for senior living leadership and expertise. We were established in 1904 and have an excellent reputation for providing a wide range of living options to seniors to live every day as they wish. Our team members have consistently rated Presbyterian Homes as a great workplace in confidential engagement surveys. Position Overview Healthcare Systems Support Specialist is responsible for providing day-to-day escalated technical support to employees (residents in some instances) for a range of hardware and software systems. Responds to and diagnoses problems through discussion with users, including troubleshooting, fault rectification, and problem escalation. Provides effective and timely resolution of users’ problems, queries, or complaints. Assists in hardware and software evaluation and recommends upgrades or improvements to I S solutions and infrastructure . Essential Functions+ The application support analyst will perform assigned technical support tasks and provide administrative support for application systems .
+ This includes receiving, triaging, troubleshooting, communicating, and working issues through resolution .
+ This position will be responsible for escalations and recommending helpdesk process improvements and updating relevant support and training documentation .
+ Builds authentic relationships in the service of enhancing individual and team performance to support Presbyterian Homes Mission.
+ Acts as system expert and go-to for platform functionality and configuration .
+ Provide remote and in-person support for employees across multiple avenues of contact, including email, phone, and chat.
+ Escalated support for all company technology including, but not limited to, software, desktops, laptops, printers, Audio Visual, IP Phones, Analog Phones (including resident phones) .
+ Other related duties as assigne d.
Skills/Qualifications+ A bachelor’s degree or equivalent experience is required; a concentration in business operations, information systems or technology is preferred.
+ 3-5 years’ previous work experience in a technical customer service role
+ Experience working in support environment including managing support tickets, diagnostics, escalation routines, and issue resolution closure.
+ Windows 10/11 Desktop Support.
+ Superior problem solving, communication and interpersonal skills, along with patience, and exceptional customer-service orientation.
+ Willing to go the “extra-mile” to resolve issues.
+ General knowledge of business processes and the systems that support them – e.g., HR, Finance, CRM, Fundraising, etc.
+ Ability to troubleshoot issues, identify solutions, and appropriately escalate issues.
+ Able to translate technical information for a non-technical audience.
Benefits:+ Health Insurance: PPO & High Deductible plans
+ Dental insurance: PPO plans
+ Vision plan
+ Long-term and short-term Disability plan
+ Confidential employee assistance program
+ Generous Paid Time Off/PTO plan. It is a plan that rolls over year to year.
+ 403(b) retirement plan with employer match and baseline
+ Scholarship programs including Tuition reimbursement.
+ On-site Fitness Centers staffed with certified personal trainers
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