IT Support Lead - ANX Home Healthcare & Hospice Care

About ANX: Founded in 2007 by nurses whose visions for the company are built on client-focused quality care for patients and their families first– ANX is committed to providing expert, reliable care utilizing best practices with an emphasis on community health. 

Home Healthcare: We provide physician-ordered skilled nursing and health care services to homebound patients recovering from illness or injury. We have worked with physicians and families in developing custom home care solutions for patients requiring specialists in wound care, diabetes management, cardiac rehabilitation, physical therapy, occupational therapy, speech therapy, nutritional assessments and dietary counseling.

ANX Hospice Care: ANX also provides 24/7 hospice care for individuals with limited life expectancies or for patients no longer willing to seek aggressive medical treatment. Hospice care is provided by our specially-trained team of health care professionals, including a medical director/physician, medical social worker, skilled nurse, home health aide, spiritual counselor and hospice volunteer.

With these strong values, we are able to partner with multiple insurances, offer an array of services, and have been awarded with:

• Best Places to Work (2017 to 2022) - SF Business Times/Silicon Valley Business Journal
• Gold Seal of Approval from The Joint Commission for meeting rigorous performance standards in delivering quality, safe care
• CMS - Center for Medicare & Medicaid Services Certified
• Health Plan of San Mateo Preferred Partner
• Kaiser Permanente Preferred Partner
• Dignity Health Preferred Post-Acute Care Partner
• 5.0 Star Reviews on Indeed
• 4.6 Star Glassdoor Rating with 95% CEO approval

 Benefits Of Joining ANX:

• Earn $60,000-$67,000 per year.
• Strong market competitive compensation plans
• Medical, Dental and Vision Coverage
• Paid time off, sick time and holiday pay
• Options for FSA, Dependent Care, Commuter Benefits
• Company paid life insurance
• Employee Discount Program

Position Summary:

Lead and manage Help Desk inquiries. Provide guidance and strategies for end-user and project site help desk support, training, and documentation. Provide strategic ownership over
the ticketing system's use and workflow. Ensure timely and accurate end-user setup of computers, mobile devices, and software installation. Utilize tools and automation to drive
efficiencies within the help desk team. Resolve escalated issues and provide guidance on resolving complex issues. Collaborate with external System Administrators in maintaining and
supporting of all ANX's systems. Develop, and coordinate IT projects, upgrades, and helpdesk reports.

Job Functions & Responsibilities:

• Provide first-level contact and convey resolutions to customer and ANX staff IT issues
• Analyze and troubleshoot computer support problems as well as applies knowledge of software, hardware products, and services to resolve problems of users
• Properly escalate unresolved queries to the next level of support
• Track, route and redirect problems to correct resources
• Update customer data and produce activity reports
• Walk customers and staff through the problem-solving process
• Follow up with customers, provide feedback and see problems through to resolution
• Utilize excellent customer service skills and exceed customers' expectations
• Ensure proper recording, documentation, and closure
• Recommended procedure modifications or improvements
• Preserve and grow your knowledge of help desk procedures, products, and services
• Proven working experience in providing help desk support
• Working knowledge of help desk software, databases, and remote control
• Meets with new hires to distribute all IT equipment for ANX Corporate, Home Healthcare, and Hospice Care
• Maintains patient, personnel and organization information confidential at all times
• Perform specific tasks, assignments, and projects as directed by the COO-Cofounder or/and CEO-Founder

Minimum Qualifications:

• Must be able to commute to our Burlingame office - this role will be on-site.
• BS degree in Information Technology, Computer Science or equivalent
• Strong client-facing and communication skills
• Knowledgeable of google suite
• Advanced troubleshooting and multi-tasking skills
• Customer service orientation