About Valley Hope Association

Valley Hope has an exciting opportunity for a IS- Technology Customer Support Analyst I to join our dedicated team! This is an on-site position that will office out of one of locations in either Norton, KS OR Denver, CO.

For over 50 years, Valley Hope has specialized in providing addiction treatment and recovery services to those in need. We meet our clients where they are with love, compassion and respect, and guide them towards a journey of Recovery. This is the Valley Hope Way!

Per CMS Interim Rule, all Valley Hope employees must be vaccinated against COVID-19 or receive an approved medical/religious exemption.

 

EDUCATION & EXPERIENCE:

Required:

One (1) plus years of work experience in customer service focused computer-systems related discipline.
Prior work in customer service/customer satisfaction services.
Preferred:

Associate degree in computer science field or business administration.
Three (3) plus years of work experience in customer service focused computer-systems related discipline.
Desired certifications: CompTIA A+
BENEFITS:

Affordable health, dental, and vision insurance
Tuition Assistance – Up to $10K annually; $45K maximum benefit
Student Loan Repayment
Public Student Loan Forgiveness (PSLF) Eligible Employer
8 Paid Holidays (Including 1 Personal Holiday)
PTO – Up to 22 Days per year based on years of service
Paid Parental Leave
401(k) Retirement Plan with employer match
Health Saving and Flexible Spending Accounts
Employee Assistance Program
And much more!
JOB SUMMARY:

Diagnose, document, and own to completion all incoming technical support requests via phone, email, or deskside at home Valley Hope facilities.
Troubleshoot and resolve common software, hardware, and networking incidents related to supporting approved technology products, infrastructure, business processes, and services.
Research new products, solutions and resolve questions using available information resources.
Advise end-users on appropriate action and provide basic hardware and software usability training on an ad-hoc basis.
Log, escalate and update all help desk interactions using the ticketing system, specified processes, and following defined service levels.
Administer Valley Hope software and systems as needed.
Identify and escalate situations requiring urgent attention during business hours and on-call rotational basis.
Procure, install, and resolve computer hardware, software, and network issues; repair user computers, mobile devices, and peripheral devices; modify configurations, replace faulty components, and rebuild complete systems on a Windows platform.
Communicate complex technical concepts to a diverse customer base with varying technical skills.
Coordinates contact with vendors as needed to assist with support activities.
Participate in Valley Hope projects as needed as a technical subject matter expert.
Demonstrate an exemplary customer service focus and tactful demeanor with Valley Hope customers and co-workers in distributed and high-volume technical support environment.
Participate in all assigned staff meetings, staff development, and training.
Adhere to Valley Hope’s philosophies, policies, procedures, and any other regulating bodies.
WORK ENVIRONMENT:

Office setting with traditional hours; able to work overtime to the extent necessary.
Must be available after hours for on-call technical support.
Sitting for extended periods of time.
Must be able to work at a rapid pace for extended periods of time (typically no longer than 8 hours).
Able to push, pull, pull up, bend at the knees and waist, twist body at the waist, raise and hold arms overhead, turn head-neck-shoulders as needed, grasp other items with hands, for either extended periods of time or many times throughout the workday.
Able to lift at least 30 pounds.
Must be able to travel – estimated at 10-30% of the time.

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