Deercreekseniorliving
Tier 2 Help Desk IT Support page is loaded## Tier 2 Help Desk IT Supportlocations:
Remote, Tennesseetime type:
Full timeposted on:
Posted Yesterdayjob requisition id:
JR55675The ***Tier 2 Help Desk IT Support***provides advanced technical support for escalations from Support Analysts and is responsible for resolving more complex incidents and service requests.
This role requires deeper technical expertise and often involves hands-on troubleshooting, device support, and collaboration with Tier 3 engineers. This role requires participation in an on-call rotation, with responsibilities for escalated end-user and system issues outside normal business hours.***This role is on-site in Nashville, TN.*****Key Responsibilities:****Incident & Request Resolution*** Resolve escalated tickets from tier 1 in accordance with SLAs.* Troubleshoot hardware, software, networking, and account-related issues.* Perform installations, upgrades, and configuration of devices and applications.* Provide deskside and remote support for end-users, including AV and meeting technology.* Provide after-hours support as part of the on-call rotation, resolving* escalated issues and coordinating with tier 3 or other IT teams when needed.**Customer Support & Experience*** Deliver advanced troubleshooting while maintaining strong customer service.* Communicate complex technical solutions clearly to non-technical users.* Ensure escalations are handled promptly and professionally.**Knowledge & Documentation*** Create and maintain documentation and knowledge base articles.* Provide training, guidance, and mentoring to Support Analysts.* Suggest process improvements to reduce escalations and improve efficiency.**Collaboration & Escalation*** Partner with Tier 3 on advanced issues requiring specialized expertise.* Assist in IT projects, deployments, and technology rollouts.**Qualifications:*** Education: Associate’s or bachelor’s degree in IT or related field (or equivalent experience).* Experience: 2–4 years of IT support experience with exposure to Tier 1 and Tier 2 responsibilities.* Technical Skills: Proficiency in Windows/macOS, Active Directory, Office 365, endpoint management, and networking fundamentals (DNS, DHCP, VPN).* Soft Skills: Strong troubleshooting, multitasking, and mentoring skills; excellent communication with end-users and peers.**Pr****eferr****ed Qualific****ations:*** CompTIA Network+, Microsoft 365 Certified, or similar certifications.#onsiteThe employer for this position is stated in the job posting.
The Pennant Group, Inc. is a holding company of independent operating subsidiaries that provide healthcare services through home health and hospice agencies and senior living communities located throughout the US.
Each of these businesses is operated by a separate, independent operating subsidiary that has its own management, employees and assets.
More information about The Pennant Group, Inc. is available at http://www.pennantgroup.com.Pennant Services is one of the most dynamic and progressive companies in the rapidly expanding senior living, home health, hospice, and home care industries. Affiliates of Pennant Services now operate more than 115 senior living, home health, hospice, and home care operations across 14 Western states and we are growing! These operations have no corporate headquarters or traditional management hierarchy. Instead, they operate independently with support from the “Service Center,” a world-class service team that provides the centralized clinical, legal, risk management, HR, training, accounting, IT and other resources necessary to allow on-site leaders and caregivers to focus squarely on day-to-day care and business issues in their individual agencies. More information about Pennant is available at http://www.pennantgroup.com.Something else that sets us apart from other companies is the quality of our most valuable resources – our people! We are dedicated to living out our culture as defined by our core values, “CAPLICO”:Customer Second
Accountability
Passion for Learning
Love One Another
Intelligent Risk Taking
Celebrate
Ownership
By incorporating these principles at all levels of our organization, our employees feel valued and excited about their impact on our service center team members and operational partners. Our culture fosters excellence both personally and professionally and promotes development that leads to continued success.We are an equal opportunity employer committed to ensuring that all conditions and privileges of employment, including recruitment, hiring, evaluation, transfer, promotion, discipline, determination of compensation and/or benefits, and termination of employment, for all job classifications, are based on qualifications and work record. No employment decision is made, nor do we discriminate, on the basis of race, color, religion, creed, sex/pregnancy, sexual orientation, gender identity, gender expression, age, national origin, ancestry, citizenship, veteran status, or disability. #J-18808-Ljbffr
Remote, Tennesseetime type:
Full timeposted on:
Posted Yesterdayjob requisition id:
JR55675The ***Tier 2 Help Desk IT Support***provides advanced technical support for escalations from Support Analysts and is responsible for resolving more complex incidents and service requests.
This role requires deeper technical expertise and often involves hands-on troubleshooting, device support, and collaboration with Tier 3 engineers. This role requires participation in an on-call rotation, with responsibilities for escalated end-user and system issues outside normal business hours.***This role is on-site in Nashville, TN.*****Key Responsibilities:****Incident & Request Resolution*** Resolve escalated tickets from tier 1 in accordance with SLAs.* Troubleshoot hardware, software, networking, and account-related issues.* Perform installations, upgrades, and configuration of devices and applications.* Provide deskside and remote support for end-users, including AV and meeting technology.* Provide after-hours support as part of the on-call rotation, resolving* escalated issues and coordinating with tier 3 or other IT teams when needed.**Customer Support & Experience*** Deliver advanced troubleshooting while maintaining strong customer service.* Communicate complex technical solutions clearly to non-technical users.* Ensure escalations are handled promptly and professionally.**Knowledge & Documentation*** Create and maintain documentation and knowledge base articles.* Provide training, guidance, and mentoring to Support Analysts.* Suggest process improvements to reduce escalations and improve efficiency.**Collaboration & Escalation*** Partner with Tier 3 on advanced issues requiring specialized expertise.* Assist in IT projects, deployments, and technology rollouts.**Qualifications:*** Education: Associate’s or bachelor’s degree in IT or related field (or equivalent experience).* Experience: 2–4 years of IT support experience with exposure to Tier 1 and Tier 2 responsibilities.* Technical Skills: Proficiency in Windows/macOS, Active Directory, Office 365, endpoint management, and networking fundamentals (DNS, DHCP, VPN).* Soft Skills: Strong troubleshooting, multitasking, and mentoring skills; excellent communication with end-users and peers.**Pr****eferr****ed Qualific****ations:*** CompTIA Network+, Microsoft 365 Certified, or similar certifications.#onsiteThe employer for this position is stated in the job posting.
The Pennant Group, Inc. is a holding company of independent operating subsidiaries that provide healthcare services through home health and hospice agencies and senior living communities located throughout the US.
Each of these businesses is operated by a separate, independent operating subsidiary that has its own management, employees and assets.
More information about The Pennant Group, Inc. is available at http://www.pennantgroup.com.Pennant Services is one of the most dynamic and progressive companies in the rapidly expanding senior living, home health, hospice, and home care industries. Affiliates of Pennant Services now operate more than 115 senior living, home health, hospice, and home care operations across 14 Western states and we are growing! These operations have no corporate headquarters or traditional management hierarchy. Instead, they operate independently with support from the “Service Center,” a world-class service team that provides the centralized clinical, legal, risk management, HR, training, accounting, IT and other resources necessary to allow on-site leaders and caregivers to focus squarely on day-to-day care and business issues in their individual agencies. More information about Pennant is available at http://www.pennantgroup.com.Something else that sets us apart from other companies is the quality of our most valuable resources – our people! We are dedicated to living out our culture as defined by our core values, “CAPLICO”:Customer Second
Accountability
Passion for Learning
Love One Another
Intelligent Risk Taking
Celebrate
Ownership
By incorporating these principles at all levels of our organization, our employees feel valued and excited about their impact on our service center team members and operational partners. Our culture fosters excellence both personally and professionally and promotes development that leads to continued success.We are an equal opportunity employer committed to ensuring that all conditions and privileges of employment, including recruitment, hiring, evaluation, transfer, promotion, discipline, determination of compensation and/or benefits, and termination of employment, for all job classifications, are based on qualifications and work record. No employment decision is made, nor do we discriminate, on the basis of race, color, religion, creed, sex/pregnancy, sexual orientation, gender identity, gender expression, age, national origin, ancestry, citizenship, veteran status, or disability. #J-18808-Ljbffr