Overview

Valley Hope has an exciting opportunity for a talented IT professional to join our dedicated and passionate team in the role of Technology Customer Support Analyst.

This is an on-site position that will work out of our facility in one of the following locations: Norton, KS; Overland Park, KS; Denver, CO.

Are you ready to join an organization where you can make an extraordinary impact, conquering addiction one patient and family at a time? If so, Valley Hope welcomes you!

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

WHY JOIN VALLEY HOPE:
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!

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.

COMPENSATION:
Starting salary ranges from $20.00 – $25.00/hr (based on education and experience)

BENEFITS:
– Affordable health, dental, and vision insurance
– Tuition Assistance – Up to $10K annually; $45K maximum benefit
– Student Loan Repayment
– 8 Paid Holidays (Including 1 Personal Holiday)
– PTO – Up to 25 Days per year based on years of Services
– 401(k) Retirement Plan with employer match
– Health Saving and Flexible Spending Accounts
– Employee Assistance Program
– Supplemental Insurance
– And much more!

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+

WORK ENVIRONMENT: 
– Office setting within a residential treatment facility; traditional hours; able to work overtime to the extent necessary.
– Must be available after hours for on-call technical support.
– Must be able to travel – estimated at 10-30% of the time.

Interested candidates may apply at: https://valleyhope.org/careers/