Desktop Engineer & Executive Support Specialist

Jordan Health Care - Dallas, TX

Full-time - Mid Level

Dallas, TX

Ambulatory Health Care Services

About the position

At Elara Caring, we have a unique opportunity to play a huge role in the growth of an entire home care industry. Here, each employee has the chance to make a real difference by carrying out our mission every day. Join our elite team of healthcare professionals, providing the Right Care, at the Right Time, in the Right Place. As an Information Technology Support Specialist II, you will contribute to our success by supporting executive-level staff with technical issues, researching and documenting accurate solutions to user problems, and monitoring the successful resolution of support tickets. You will work effectively with all IT groups to escalate issues as needed, ensuring timely resolutions. Your role will also involve fostering collaborative relationships with executive assistants to plan and coordinate IT activities that minimize disruption to senior leaders' work activities. Additionally, you will proactively manage planned changes or upgrades, ensuring that all systems are functioning optimally post-implementation. You will research and test potential new software and hardware products, ensuring their interoperability with existing systems used by executives and their staff. This position requires a sound understanding of IT operations, related applications, IT systems, and business-related processes and procedures.

Responsibilities

• Supports Executive level staff with technical issues.
• Researches, provides, and documents accurate solutions to user problems on a timely basis.
• Monitors the successful resolution of the ticket and provides appropriate progress reporting and status as necessary.
• Monitors support activity and informs both team and management of any perceived trends in technical issues.
• Works very effectively with all IT groups needed to escalate issues as needed to ensure a timely resolution to all issues.
• Fosters and maintains a collaborative working relationship with executive assistants to plan and coordinate IT activities that minimize disruption to senior leaders work activities.
• Proactively manages any planned changes or upgrades, informing those who would be impacted and ensuring everything is working 100% thereafter.
• Researches and tests potential new software and hardware products with interoperability of existing products in use by executives and their staff.
• Develops sound understanding of IT operations, related applications, IT systems, as well as business related processes and procedures.

Requirements

• Bachelor's Degree in Computer or Information Science, or the equivalent combination of education and work experience.
• 3+ years of experience working in a senior position within a helpdesk support environment.
• 2+ years experience supporting C-Level executives and their staff.
• Advanced proficiency with MS Office Suite (Word, Excel, Outlook).
• Knowledge of ITIL and ITSM best practices.
• ServiceNow ITSM.

Benefits

• Competitive compensation package
• Tuition reimbursement for full-time staff
• Continuing education opportunities for all employees at no cost
• Opportunities for advancement
• Comprehensive insurance plans for medical, dental, and vision benefits
• 401(K) with employer match
• Paid time off
• Paid holidays
• Family and pet bereavement
• Pet insurance