TECHNOLOGY SUPPORT ANALYST:

Valley Hope is growing and is adding an Technology Support Analyst to our IT team.  This is an entry level position.  

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!

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!

JOB SUMMARY:

• Coordinates, processes and resolves software, hardware, and networking incidents and requests related the support of approved technology products, infrastructure, business processes and services. Takes full responsibility for handling customer interactions through satisfaction with established policies, procedures and service levels.
• Functions as the key contact for all requests from a range of users for technical support.
• Provides technical support in a professional manner and maintains goodwill, cooperation, and productive relationships; communicates effectively to convey complex technical information to general users; maintains a high level of end-user satisfaction.
• Analyzes and resolves computer hardware, software and network issues; repairs user computers, mobile device, and peripheral devices; modifies configurations, replaces faulty components and rebuilds complete systems on a Windows platform.
• Documents, prioritizes and appropriately escalates work orders to assure timely problem resolution; carries out fact-finding and analysis of problems; determines most effective problem resolution procedures. 
• Interacts with Valley Hope IS Development team and functions as a liaison between Valley Hope IS Development team and end users to communicate end-user needs and ensure effective solutions are implemented.
• Provides basic training to employees of approved software products that Valley Hope Association and Valley Hope Solutions utilizes.
• Coordinates contact with vendors as needed to assist with support activities.
• Supports a variety of users with divergent needs and skill levels; translate user needs into viable solutions.
• Troubleshoots and diagnoses technology issues with accuracy in a complex networked environment.
• Researches, perform feasibility studies and analysis, and facilitates most effective solutions to meet user needs.
• Participates in departmental, committee, and technical meetings to discuss and resolve user issues and implement new projects.
• Provides work direction and coordination of work/project activities to IS Tech Support Analysts and/or VHA employees.
• Advises and assists with recommendations to departmental management on equipment purchases and training needs.
• Maintains records of work activities and documents recurring, difficult or complex problems; identifies trends, recommends solutions and resources.
• Completes assigned tasks with high quality and on schedule.
• Adheres to department policies, procedures and standards in the development and implementation of software.
   

EDUCATION & EXPERIENCE:

Required: 

• High school diploma or equivalent.
• Working knowledge of information technology systems including end-user computing devices/personal computer hardware, operating systems, application software and basic network systems.
• One (1) plus years of work experience in computer-systems related discipline or equivalent professional/academic training (with related certification program).
• Prior work in customer service/customer satisfaction services.

Preferred:

• Associate’s degree in computer science field or business administration.
• Three (3) plus years of work experience in computer-systems related discipline.

BENEFITS:

• Health, dental, vision insurance at affordable rates
• 401k Retirement Plan
• Paid Time Off (PTO)
• Paid Holidays
• Tuition Assistance
• Advancement Opportunities
• And More!

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 long periods of time (typically no longer than 8 hours).
• Able to lift at least 30 pounds.
• Must be able to travel – estimated at 5-10% of the time.

SKILLS & ABILITIES: 

• Ability to learn quickly, advance knowledge, and broadly apply new concepts to satisfy various customer issues and requests.
• Strong oral and written communication skills with the ability to clearly and concisely articulate issues.
• Ability to work well under pressure and meeting tight deadlines.
• Self-directed and motivated to accomplish tasks, meet objectives and committed timelines.
• Ability to work in both a collaborative team setting and an individual setting.
• Strong customer service skills with the ability to interact in a professional manner with both internal and external customers.
• Ability to prioritize competing demands and effectively manage multiple tasks and/or projects while being responsive and flexible.
• Ability to work without close supervision to accomplish tasks.
• Proficient in MS Office applications, which include Outlook, Word, and Excel.