End User Support

WELLBE INTRODUCTION

The WellBe care model is a Physician Led Advanced Practice clinician driven geriatric care (care of older adults) team focused on the care of the frail, poly-chronic, elderly Medicare Advantage patients.  This population is typically underserved and very challenged with access to care.   To address these problems, we have elected to bring the care to the patient, instead of trying to bring the patient to the care. Care is provided throughout the entire continuum of care – from chronic care and urgent care in the home, to hospital, to skilled nursing facility, to assisted living, to palliative care, to end of life care.  WellBe's physician/advanced practicing clinician led geriatric care teams’ partner with the patient’s primary care physician to provide concierge level geriatric medical care and social support in the home as well as delivering and coordinating across the entire care continuum.

GENERAL SUMMARY

Offer support and technical assistance to customers who are using software, hardware, or other computer systems and need help completing tasks or troubleshooting problems through diagnostic tests and remote access to their computers.

SKILLS & COMPETENCIES

• Proven experience as a Help Desk Technician with a strong focus on Desktop Engineering
• Proficient networking skills with the ability to troubleshoot up to and including basic packet capturing
• Tech savvy with working knowledge of office products and remote-control solutions
• Good understanding of computer systems, mobile devices, printers, and other technology products
• Excellent written and oral communication skills including the ability to create high level architectural documentation where required
• Experience in end point management tools like Tanium and others a plus
• Provide creative solutions to technology issues
• Must have an automation first mindset with experience in utilizing various tools for driving service improvements through automation
• Must be customer-oriented and cool-tempered and able to work 1:1 with end users to resolve challenges.
• Willingness to travel to other locations around the United States, if needed, to setup necessary equipment per company standards in new corporate offices

EXPERIENCED WITH THE FOLLOWING TECHNOLOGIES

• Administrative experience with Google Workspace and Microsoft M365
• Administrative experience in supporting UCaaS systems such as Microsoft Teams and Ring Central
• Microsoft Windows 10, 11 including management, upgrades, and deployments
• Microsoft Cloud Platforms: InTune MDM, Azure Cloud (IaaS), Entra ID, and Azure Virtual Desktop
• Proficient in networking platforms, ideally Cisco Meraki Firewalls, Switches, Routers, and Wi-Fi including fiber-based internet service connectivity as well as a good understanding of LANs and LAN topologies.
• Proficient to superior skills with scripting languages: PowerShell, Python, BASH, etc.
• Experience with automation and orchestration tools such as Chef, Puppet, Ansible and others is a plus!
• Experience in Linux is a plus but not required

Educational Requirements:

BSc/BA in IT, Computer Science or relevant field or equivalent work experience.

Required Skills and Abilities:

Strong Computer Skills and the Ability to Troubleshoot and Diagnose Problems, Familiarity with both PC and Apple/Android Hardware and Software, Experience with Network Repairs and Analysis, Good Customer Service Skills, Ability to Communicate Effectively to help customers fix their issues and feel satisfied with the experience, Writing and Editing Skills to aid in writing and updating manuals, Education in Computer Repairs and how to Troubleshoot Problems, and Specific Knowledge of other required Computer Systems for different work environments.

PERFORMANCE INDICATIORS

• Average Resolution time
• Number of Tickets Closed Monthly/Weekly
• Overall Satisfaction Score
• Meeting project objectives and deadlines
• Quality of work products such as documentation and materials

Supervisory Responsibility: No supervisory responsibilities.

Travel requirements: Travel may be required up to 75% locally or nationally.

Work Conditions: Ability to lift up to 50lbs.  Moving lifting or transferring of equipment may involve lifting of up to 50lbs as well as assist with weights of more than 50lbs. 

• Ability to stand for extended periods.
• Fine motor skills
• Visual acuity

The preceding functions may not be comprehensive in scope regarding work performed by an employee assigned to this position classification.  Management reserves the right to add, modify, change or rescind the work assignments of this position.  Management also reserves the right to make reasonable accommodations so that a qualified employee(s) can perform the essential functions of this role.