The IT Technical Analyst is responsible for providing prompt technical support and customer service, service desk call and ticket troubleshooting, diagnosis and resolution for incidents and requests, end user workstation and device support and training, and assisting with technical projects for the corporate office, business units and community user base.
Experience is Everything;
At LCS, experience is everything. We provide you the opportunity to use your talents in a progressive, growing organization that makes a positive difference in the lives of the seniors we serve. If you are seeking an organization that gives back, you’ll love working here. Our principles and hospitality promises define our company culture. LCS employees can be found participating in volunteer activities, getting involved in our committees or collaborating with team members in our innovative work space. You’ll find several opportunities to grow as a professional, serve the community, and enhance the lives of the seniors.
The Role:
Providing timely and superior customer service and support for: Windows operating systems (Windows 7/10) Workstation and Laptop break-fix, maintenance, upgrades, imaging and software deployment Productivity applications such as Outlook, Office Suite and Internet Explorer Endpoint management applications such as anti-virus and disk encryption Basic network and VPN troubleshooting Basic user account maintenance including password resets Printers and multi-function devices Mobile device support and management including smart phones and tablets Peripherals including keyboards, mice, monitors Provides superior customer service via inbound and outbound phone calls, e-mail, in- person visits with our clients, and remote assistance as needed. Creates, manages and closes tickets, incidents and requests including determination of proper billing information. Escalate and track issues as needed to/with appropriate support teams and/or vendors Identifies and assists with development and refinement of troubleshooting tips and support processes and workflows. Assist with the ongoing education and training of users. Assist with special projects as needed . Ability to develop ideas to improve process and procedures in order to adapt to business needs and wants. Rotation of duties within the Technology Support Center (TSC) include phone & e-mail support, Omni support, and project support.
Experience:
Two-year degree or demonstrated experience Minimum 4 years of service desk or technical support experience Certifications such as A+ desired Experience with ITIL service management framework a plus
Knowledge & Skills:
Basic experience troubleshooting, installing and configuring windows-based workstations, laptops, peripherals, printers, and mobile devices. Strong knowledge of Windows 7 and Windows 10 Operating Systems and Microsoft Office 2010 / 2016 business productivity software. Ability to understand and use Active Directory to manage user accounts and permissions. Basic networking knowledge and protocols (TCP/IP and VPNs) Excellent communication, customer service, and problem-solving skills. Ability to analyze problems and provide prompt resolution. Ability to communicate effectively with both technical and non-technical personnel via telephone and/or written communications. Ability to work independently and in a team environment. Ability to adapt to change and challenges in a professional business environment. Proactive thinking, that provides prompt, accurate, and customer focused solutions. Ability to handle multiple tasks simultaneously is a must. Flexibility for on-call and after-hours support. Knowledge of Microsoft PowerShell and general scripting is a plus. Work experience with “Cherwell Service Management” ticketing system is a plus.
Why LCS?
Industry leader. The Nation’s third-largest senior living operator, ranked number one in customer satisfaction among senior living communities.
Competitive pay, great benefits and vacation time. We are an equal opportunity employer with benefits including medical, dental, life insurance, disability, 401(k) with company match.
Collaborative culture. We’re dedicated to creating a collaborative culture that provides an exceptional experience for every employee.
Charity and community involvement. We are recognized as a national team for the Alzheimer’s Association and consistently a top contributor to United Way. We also support our employee’s individual community contributions and provide opportunities to get involved at our corporate locations and in our communities.
Outstanding advancement opportunities. LCS is growing and we think you should too. Our company growth allows for internal growth opportunities across all of our business lines.
Ongoing career development. Onsite education opportunities, education assistance, and continuing education credits allow LCS employees to keep their knowledge of current industry changes relevant.
Top Iowa Workplace. LCS employees truly believe we are an employer choice. This recognition is in large part due to the culture of excellence that our employees help deliver every single day.
LCS creates living experiences that enhance the lives of seniors. You’ll see this commitment in our people. They’re talented, dedicated professionals who truly care about residents, with each conducting his or her work with integrity, honesty and transparency according to the principles of LCS. We strive to help every community succeed—strengthening available resources, establishing proven practices that lead to long-term growth and creating lasting value for those living in, working for and affiliated with the community. Check us out on our website: www.lcsnet.com
Travel Frequency: 0-10%
Job Level: B
Estimated Salary: $48,800 - $61,000
The actual title and salary offer will carefully consider a wide range of factors, including your skills, qualifications, experience and other relevant factors
A POST-OFFER BACKGROUND CHECK, INCLUDING REFERENCES, IS REQUIRED
LCS IS AN EQUAL OPPORTUNITY EMPLOYER