We invite you to join a team of people committed to supporting life-changing service and providing professional expertise to the companies we support and their leaders.

Something else that sets us apart from other companies is the quality of our most valuable resources - our people! We are dedicated to living out our culture as defined by our core values, "CAPLICO":

Customer Second

Accountability

Passion for Learning

Love One Another

Intelligent Risk Taking

Celebrate

Ownership

By incorporating these principles at all levels of our organization, our employees feel valued and excited about their impact on our service center team members and operational partners. Our culture fosters personal and professional excellence and promotes development that leads to continued success.

JOB SUMMARY

We seek a highly skilled and dynamic professional to join our team as an IT Engineer Service Desk Resource, an IT Generalist, and a Customer Service Expert. In this role, you will provide exceptional customer service and technical support to our 1500+ employees across Connecticut, particularly caregivers and clinicians. You will work with various Android, Windows, and MacOS platforms and handle general IT troubleshooting. Additionally, you will contribute to various IT projects and assist in developing and maintaining our technology infrastructure.

Given our Management Agreement with Hartford Healthcare, flexibility and adaptability to our changing environment are crucial. This position offers a unique opportunity to gain hands-on experience in both customer service and IT engineering, providing a solid foundation for career growth in the field.

DUTIES & RESPONSIBILITIES

• Serve as the first point of contact for caregivers and clinicians seeking technical assistance over the phone, email, or in person, 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.

• Assist in setting up and configuring network equipment, ensuring smooth and secure connectivity.

• 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 knowledge of the healthcare industry.

• Collaborate with cross-functional teams to implement and maintain IT projects like system upgrades, migrations, and new application deployments.

• Contribute to developing and documenting IT policies, procedures, and guidelines to ensure compliance and best practices in the healthcare context.

• Stay current with the latest technological advancements and industry trends in IT and healthcare, actively pursuing opportunities to expand technical skills and knowledge.

• Provide guidance and training to end-users on effectively using 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 creating and maintaining knowledge base articles and support automation tools such as chatbots and predictive AI.

• On-call rotation will be required every 6 weeks (7 days at a time).

• On-call is paid separately as coverage is handled.

• May be asked and expected to work specific shifts to ensure coverage while working with the other members of your direct team. Manager direction will be given.

• Some travel is required to the agencies that we support across the state of Connecticut.

• Delivering Equipment with on-site troubleshooting/support.

• Networking with Field Team Members.

• Systems: ADUC, M365 Tools (Teams, Excel, Onedrive, SharePoint, etc.), Windows OS, MacOS, Android/iPhone.

The above statements are only meant to be a representative summary of the major duties and responsibilities performed by incumbents of this job. The incumbents may be requested to perform job-related tasks other than those stated in this description.

JOB REQUIREMENTS (Education, Experience, Knowledge, Skills & Abilities)

• A passion for technology.

• BS Degree in Computer Science, Information Systems, equivalent CompTIA Certifications or experience

• 1+ Years experience providing technical support or a relevant customer service role.

• Experience with a ticketing system such as ZenDesk or ServiceNow.

• An understanding of Active Directory and M365 tools.

• Excellent problem-solving skills that help us find root causes of major technical pain points.

• Willingness to learn new tech and advance your career with higher management/team members.

• Good verbal and written communication skills are a must.

• A strong work ethic, focusing on always delivering quality service and support.

Additional Information

Compensation: $70,000

Type: Full-time

Location: Hybrid in Farmington, CT (20 Batterson Park Rd., Ste 200 Farmington, CT 06032)

Pennant Services

1675 E. Riverside Dr., Eagle, ID 83616

The employer for this position is stated in the job posting. The Pennant Group, Inc. is a holding company of independent operating subsidiaries that provide healthcare services through home health and hospice agencies and senior living communities located throughout the US. Each of these businesses is operated by a separate, independent operating subsidiary that has its own management, employees and assets. More information about The Pennant Group, Inc. is available at http://www.pennantgroup.com.