IT Engineer, Operations - Pennant Services
Hartford, CT
About the Job
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":
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 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
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":
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 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 n
Source : Pennant Services