Technical Support Specialist

About Premier:

Premier Community Supports provides the highest quality of person-centered support for in-home and community-based services. Premier was founded on the principles of person-centered care, integrity, quality, and a love for what we do, and it shows in the support we provide.

Job Summary:

We are seeking a highly motivated and skilled Technical Support Specialist to join our team at Premier Community Supports. As a Technical Support Specialist, you will be responsible for delivering exceptional customer experience. The ideal candidate should possess experience in IT roles, with a strong knack for troubleshooting technical issues and exceptional customer service skills. The role requires a proactive individual who excels at time management and can work effectively both independently and as part of a team. A Technical Support Specialist is responsible for implementing, creating, maintaining, teaching, updating, and researching software programs to assist with Premiers processes and business needs.

Qualifications:

To perform this job successfully, the Technical Support Specialist must be able to perform each standard of performance, essential duty and competencies, while maintaining credentials, and the requirements included in this document. The information below is representative of the required knowledge, skill, and/or ability.

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Standards of Performance:

1. To work ethically and consistently with the Premier Mission Statement and Policy and Procedures.

2. To complete tasks effectively and efficiently according to Premier’s most current Standard Operating Procedures.

3. To ensure PCS compliance with government mandate by acting in Good Faith and Sound Financial Judgement.

4. Requires punctual and regular attendance.

5. This position requires flexibility and may require evening and weekend work on an irregular basis.

6. Performs job duties in a prompt, thorough, acceptable manner and include meeting or exceeding any deadlines provided.

7. Works cooperatively with all of Premier’s Individuals-Served, Premier Staff members and other people contacted during performing duties. Shows respect and sensitivity to others Always Complies with Federal and State laws regarding HIPAA Privacy Law and confidentiality.

8. Safeguards Premier property and reports any incident of theft, fraud, waste, or unauthorized possession of company property.

Competencies:

1. Works well with group problem solving situations

2. Relates effectively with Individuals-Served/families, Premier Staff, vendors, and community partners

3. Handles crisis situations effectively and ethically according to Premier Policies and Government Mandates

4. Writes clearly, timely and accurately, including report writing, record keeping, and other documentation

5. Contributes to building a positive and productive relationship with PCS Staff and Individual’s-Served/families

6. Ability to pass a drug test upon request

7. Ability to learn and implement CPR, First Aid practices, and understanding ISPs

8. Effectively manages time by prioritizing, planning, scheduling work activities, ability to deal with frequent change, delays, or unexpected events

9. Anticipates future changes and creates plans to best fit the situation

Knowledge, Skills, and Abilities:

• Strong written and verbal communication skills using tact, courtesy and cooperativeness.
• Possess effective conflict resolution skills, problem solving skills, deductive reasoning and leadership skills.
• Computer experience, Microsoft Outlook, Microsoft Teams, Microsoft Word, Microsoft Excel and ability to use standard office equipment and software.
• Ability to perform basic math functions.
• Define problems, collect data, establish facts and draw valid conclusions.
• Exercise judgment, resourcefulness, ingenuity, and initiative.
• Ability to perform instruction, monitoring and assessment of the work of others.
• Ability to travel locally and out of the area

Physical Requirements and Work Environment:

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. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. May work in congested areas with frequent interruptions. Occasionally it requires lifting and moving up to 10 pounds. Specific vision abilities required by this job include close vision and seeing while driving. Occasional local and regional travel. Clean, well ventilated, heated, and air- conditioner office.

Premier offers:

• Health, dental, vision benefits available with 75% of cost paid by Premier.
• Accrue up to 80 hours of PTO (paid time off) per year, most major holidays and your Birthday
• 401K offered after 90 days of employment with up to 4% employer match
• Paid 1st and 16th of the month

$23-$26/hr depending on experience

Education and Experience:

1. This role requires 4 years of experience in IT roles

2. This role requires 4 years of customer service or call center experience.

3. Experience working with, and ability to learn operational software

4. Basic knowledge of working with the I/DD community preferred.

5. Experience running low voltage wire.

6. High School diploma, GED or equivalent.

Certificates, Licenses, Registrations:

1. Valid driver license, car insurance, and reliable transportation required