IT Engineer, Operations

We are building a World Class Service Center and invite you to join a team of people who are committed to a core objective of supporting life changing service and providing professional expertise to the operations and leaders we support.

About the Company

Pennant Services is one of the most dynamic and progressive companies in the rapidly expanding senior living, home health, hospice, and home care industries.

Affiliates of Pennant Services now operate 111 senior living, home health, hospice and home care operations across 14 states and we are growing! These operations have no corporate headquarters or traditional management hierarchy.

Instead, they operate independently with support from the Service Center, a world-class service team that provides the centralized clinical, legal, risk management, HR, training, accounting, IT and other resources necessary to allow on-site leaders and caregivers to focus squarely on day-to-day care and business issues in their individual agencies.

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 :

C ustomer Second

A ccountability

P assion for Learning

L ove One Another

I ntelligent Risk Taking

C elebrate

O wnership

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 excellence both personally and professionally and promotes development that leads to continued success.

About the Opportunity

We are seeking a highly skilled and dynamic professional to join our team as an IT Engineer, serving as an IT Generalist and Customer Service Expert with aspirations to become Sr.

IT engineer. In this role, you will be responsible for providing exceptional customer service and technical support to our clients, particularly caregivers and clinicians, while also contributing to various IT projects and assisting in the development and maintenance of our technology infrastructure.

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 and 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 the setup and configuration of 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 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 and support automation tools such as chatbots and predictive AI.

On-call rotation will be required at times.

May be asked and expected to work specific shifts to ensure coverage.

Some travel is required.

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.

Qualifications

Minimum Requirements

A passion for technology

BS Degree in Computer Science or Information Systems or equivalent experience

1+ Years experience providing technical support

Experience with a ticketing system such as ZenDesk or ServiceNow

An understanding of Active Directory and M365

Excellent problem-solving skills

Willingness to learn new tech and advance your career

Good verbal and written communication skills

A strong work ethic, with a focus on delivering quality service and support

A sense of humor wouldn’t hurt

Additional Information

We are committed to providing a competitive Total Rewards Package that meets our employee’s needs.

From a choice of medical, dental and vision plans to retirement savings opportunities through a 401(k), company match and various other features, we offer a comprehensive benefits package.

We believe in great work and we celebrate our employees' efforts and accomplishments both locally and companywide, recognizing people daily through our Moments of Truth Program.

In addition to recognition, we believe in supporting our employees' professional growth and development. We provide employees a wide range of free e-courses through our Learning Management System as well as training sessions and seminars.

Compensation : Based on experience.

Type : Full Time

Location : Hartford, Connecticut

If interested in this position, please submit a resume for consideration. We look forward to hearing from you!

About The Pennant Group