Enterprise Support

Enterprise Support I are the first responders for all incoming IT break-fix incidents and IT service requests at EmpowerMe Wellness (EMW). They are often the “face” of our organization for thousands of EMW employees, and therefore the people in these positions play a crucial role in building trust in our services and keeping users productive and satisfied with their technology. To do this, Enterprise Support analysts provide support and services in person, by phone, by remote access, by email, and through EMW’s IT service management systems. Analysts also manage incoming requests for service and either fulfill those requests via standardized processes or route the requests to the appropriate resources within EMW. Additionally, analysts participate in assigned upgrade and deployment projects in support of EMW and client operational goals. Essential Duties include the following: The following duties are normal for this position. This list is not to be construed as exclusive or all inclusive. Other duties may be required and assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. * Provide Tier 1 support for end users by answering phone calls, emails, and tickets

• Document all troubleshooting in Zendesk ticketing system

• Troubleshooting and fixing laptop computers, printers, phone systems, iPad, and wireless phone problems

• Software installation and troubleshooting using a Remote Monitoring & Management

• Provide technical support for hardware issues to a remote population of employees

• Set-up new staff accounts (OneLogin, Office365, Intune, etc.)

• Initial troubleshooting of remote location’s Local Area Network (LAN)

• Maintain accurate asset tracking of laptops, printers, and iPads

• All other duties assigned

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, sills, and abilities required. * Associate degree or above in Computer Science, Information Systems, or related field

• Prior experience working on a Helpdesk, in IT, or similar technical function preferred

• Ability to work independently or in a team

• Solid experience in Windows OS and IOS support

• Ability to diagnose and resolve product performance problems

• Good customer relationship skills- ability to communicate with staff

• Working knowledge of Smartphone (IOS and Android) device setup, troubleshooting, upgrading, etc.

• Ability to clearly document procedures

• Basic understanding of Networking

• Advanced knowledge of Microsoft Office programs

• Ability to lift 40+ pounds, move PCs, monitors, boxes, etc.

Work Environment & Physical Demands: 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. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to sit at a desk and work on a computer. Must be able to lift 15 pounds at a time. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus. This employer is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act, the employer will provide reasonable accommodations to qualified individuals with disabilities and encourages prospective employees and incumbents to discuss potential accommodations with the employer.

A tech-enabled, multi-service healthcare organization, EmpowerMe Wellness is on a mission to improve the lives of seniors. We enrich senior living communities nationwide through our fully integrated on-site therapy, diagnostic, pharmacy, and nurse practitioner services. With a team of more than 3,000 clinicians and professionals, we focus on improving wellness and driving positive outcomes from a place of deep compassion and expertise. Headquartered in St. Louis, Missouri, EmpowerMe has a presence in hundreds of communities across the country. You can find out more about us at empowerme.com.