Job description

About The Job

An Application Support Specialist at Favorite Healthcare Staffing is the IT Hero, golden standard of customer service, and our go to person for all things user experience. This person has the skill of wearing many hats while maintaining a 10/10 customer service experience. Our Application Support Specialist has a successful IT Tech Support Career, and is passionate about what they do.

We are looking for tech support junkie -

Someone with a big heart and sense of responsibility. Someone who will not rest until the ticket gets solved; yet has the ability to prioritize tasks pivot plans as volume changes. We would love someone who enjoys learning about user friendly trends, updates, trainings, and has a continuous improvement mindset.

Company Description

Favorite Healthcare Staffing is the nation's premier provider of healthcare professionals, offering a full range of per diem, allied health, contract, travel assignments, as well as permanent placement opportunities. Favorite continues to set the industry standard for quality, service, and integrity in healthcare staffing and services.

Essential Functions

• Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with software, networking, and other computer-related technologies
• Interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error
• Performs root-cause analysis of all issues
• Handles problem recognition, research, isolation, resolution, and follow-up for routine user problems
• Refers more complex problems to supervisor, technical staff, vendor support
• Logs and tracks calls using problem management database and maintains history records and related problem documentation
• Prepares help desk statistical reports
• Analyzes and evaluates incident reports and makes recommendations to reduce help line incident rate
• Calls software and hardware vendors to request service regarding defective products
• Consults with internal and external IT groups to explain software errors or to recommend changes to programs
• Writes or revises user training manuals and procedures
• Develops training materials such as exercises and visual displays
• Special Projects/Miscellaneous
• Participates in special projects/assignments related to infrastructure services

Qualifications

• Must have a high school degree (or equivalent)
• 7-10 years of help desk-related experience
• ITIL training preferred
• UI/UX knowledge preferred
• Excellent time management and organizational skills
• Golden standard to customer service
• Ability to communicate technical information to a non-technical audience
• Ability to perform multiple projects and tasks simultaneously

Job Type: Full-time

Pay: $50,000.00 - $65,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Compensation package:

• Performance bonus

Experience level:

• 7 years

Schedule:

• 8 hour shift
• Monday to Friday

Ability to commute/relocate:

• Overland Park, KS 66212: Reliably commute or planning to relocate before starting work (Required)

Experience:

• IT support: 7 years (Preferred)

Work Location: Hybrid remote in Overland Park, KS 66212

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