Job Application for Desktop Support Technician at WellPower

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WellPower provides you with the support you need to help you develop a career in helping others succeed. We innovate, adapt, and leverage the diverse perspectives of the people on our team and the people we serve in everything we do.

WellPower values and is strengthened by diversity. We are committed to ending bias and discrimination in our community and ensuring equity within all aspects of our organization. We are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment, transfer, or promotion opportunities without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

As part of the Infrastructure Team, the Desktop Support Technician is the second line of client/end user communication and provides second level customer support including basic computer troubleshooting and repair, network/internet connectivity, email, software applications, and incident triage. This position is customer-focused, requiring exceptional customer service skills. The position is responsible for ensuring the highest level of service delivery for the departments supported by the WellPower Helpdesk. The ideal candidate will have a thirst for knowledge and an ability to quickly diagnose user issues and follow them through to resolution.

You will receive, prioritize, document, and actively resolve end user helpdesk requests escalated to you and call out priority incidents when appropriate and necessary to ensure our business systems are functioning at the highest level. We expect you to be creative, follow processes, look for solutions by using different tools and resources. At times, you will work with end users, in-person and remotely, giving them hands-on assistance in a positive, educational, and friendly manner.

This is a full-time on-site position at our Dickenson Central Office.

Learn more about WellPower:

Pay Range & Benefits:

$55,250 - $65,000/year

WellPower is committed to fair and equitable hiring with salaries based on relevant factors, such as work experience, education, and certification/licensure (rather than wage history). Toward the principle of equal pay for equal work, we post and hire within defined hiring salary ranges. We ask all applicants to carefully review the hiring salary range for each posted job opportunity, as we will not hire outside the predetermined range.

All full-time, benefits eligible employees will be eligible for WellPower’s benefits plan. For a full description of benefit offerings, please visit: https://wellpower.org/workplace-of-choice/.

OUR PRIMARY SYSTEMS:

Windows 10 and Windows 11 on the local device
Microsoft 365 Applications for the Enterprise

Word, Excel, Teams, etc.

Office 365 Hosted Exchange for email
ServiceDesk Plus for helpdesk ticketing
Netsmart Avatar Electronic Health Record
RingCentral enterprise phone system and contact center

ESSENTIAL JOB FUNCTIONS:

Provide technical operating assistance to users via phone and in person.
This job involves resolving tickets escalated from the helpdesk and visiting all WellPower supported sites to provide on-site support.
Respond to and track Help Desk calls and Help Desk emails and assign Help Desk requests as necessary.
Create accurate and properly formatted tickets for all work that is performed
Develop and update the computerized solutions database using our ticketing software
Upgrade computer equipment to minimize user downtime.
Install, relocate, maintain, configure, repair, document computers, peripherals, and communications equipment.
Assist the network team with support needs
Participate in inventory tracking of all computer equipment, including the tracking of computer deployment date. This allows for a routine schedule of replacement.
Comply with and assist users in complying with WellPower policies, procedures, and standards applied to computers and peripherals.
Provide overall assistance and back-up coverage for the Information Technology Department.
Perform research on best practices and state of the art technology advances to assure that the company is providing the best in equipment and support.
Occasionally support local office conference room audio/visual needs
Assist users with ergonomic issues to promote comfort and prevent injury in using computers.
Perform other related duties as assigned.
An on-call rotation is required for this position.

EDUCATION:

Degree in computer science/related area preferred. Technical school education or equivalent experience is acceptable.
A+ Certification required

EXPERIENCE:

4 years’ minimum experience with personal computers in a corporate environment.
Experience with Microsoft Windows operating systems and Microsoft Office products.
Experience with computer hardware setup, repair and trouble shooting.
Experience supporting network technologies with certification a plus

SKILLS AND COMPETENCIES:

Strong verbal and written communication skills and a strong customer service orientation.
Will have access to confidential and sensitive personnel, financial, and consumer information - maintain confidentiality and use discretion in these aspects.

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I certify that all of the information I have provided in this application is true and complete, without omissions of any kind. I understand and agree that if at any time, it is discovered that any information provided by me in this application is false, misleading or incomplete, this application will be void, and WellPower, may, in its sole discretion and without liability to me immediately terminate my employment.

I authorize all employers, educational institutions and persons named in this application to give any information regarding my previous employment, my character, and my qualifications to MHCD or its authorized representatives. I hereby release these employers, educational institutions and persons from all liability to me for providing this information.

I understand and agree that this application is not a contract nor an offer by WellPower to form a contract. I acknowledge and agree if hired, my employment with WellPower will be “at will,” meaning that either I or WellPower may terminate the employment relationship at any time for any reason or no reason, with or without cause, with or without notice, and with WellPower’s only obligation to me being to pay salary or wages owed for work performed prior to termination.

Except as stated in the following paragraph, I understand and agree that no manager or employee of WellPower has authority to enter into any agreement for employment for a definite period of time or to make any agreement with me that would alter the employment “at will” relationship. Therefore, I agree that it would be unreasonable for me to believe that any statements from WellPower, whether oral or written (including any policies or procedures that I may be provided), create a contract between WellPower and me or alter the employment at-will relationship.

I understand and agree that if hired, my status as an at-will employee could be changed only if (1) enter into a written agreement with WellPower entitled “(Contract of Employment for (my name)” and signed by WellPower’s Chief Executive Officer, Human Resources Director and me; or (2) I become a member of the Collective Bargaining Unit under the Collective Bargaining Agreement between WellPower and Service Employees International Union, Local 105 AFL-CIO, and the employment at-will relationship is altered by that Collective Bargaining Agreement.

7.701.8 PERJURY STATEMENT—APPLICATION FORMS FOR EMPLOYMENT WITH A CHLD CARE PROVIDER [EFF. 9/3/99]

Any applicant who knowingly or willfully makes a false statement of any material fact of thing in the application is guilty of perjury in the second degree as defined in Section 18-8-503, C.R.S., and upon conviction thereof, shall be punished accordingly.

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Desktop Support Technician

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