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Applications Support
Job Code:12317
Location:Saco 04072
Department:Other
FT/PT Status:Full Time
  
Summary:
Provides technical Support on computer devices including hardware and software and peripherals used throughout the Sweetser organization.
ESSENTIAL FUNCTIONS:
• Provide Customer Service focused support.
• Provide phone/E-Mail/On-Site Help Desk Support as assigned from the hours of 8am-5pm M-F.
• Order, setup and maintain cell phones.
• Install/maintain and perform repairs to hardware, software, and peripheral equipment following design or installation specifications.
• Ensure the timely and complete resolution of service desk requests.
• Document all support issues in Ticketing system. Escalate critical open issues to ensure that the delivery of care to Clients is not compromised.
• Sets up initial user accounts and profiles.
• Remove/Disable user accounts.
• Work with Systems Manager to create/Update computer images for deployment.
• Participate in projects as assigned.
• Create Keyscan badges and maintain the database.
• Provide on call evening and weekend support on a rotational basis.
• Contribute to training curriculum as needed.
• Troubleshoot end user network connectivity issues.
• Traveling may be necessary for some of the above tasks.
• Provide on-site support for office changes/moves, moving network equipment as necessary.
• Client Satisfaction with Support Request Resolution: Average Rating of customer feedback in Service Desk. During review period target: 4.9.
• Support requests will be resolved in a timely manner: Percentage of support requests resolved within the SLA parameters. Requests Resolved within SLA/Total Requests Target 90%.

GENERAL EXPECTATIONS:
• Follows HIS Business Rules and protocols.
• Contribute to Continuous Quality Improvement (CQI) in Best Practices.
• Be committed to the mission, vision, and values of the organization.
• Work collaboratively as a member of a team with various groups of staff, depending on the issue addressed.
• Assure quality in work performed to facilitate the delivery of quality services.
• Reports accidents and injuries in a timely fashion, demonstrates safe housekeeping practices, notifies supervisor of potential health and safety concerns immediately, participates in health and safety training as required, understands and follows all Sweetser health and safety policies.
• Ability to support and recognize the important role volunteers play. Sweetser employees work with, support, collaborate with volunteers, and promote opportunities for volunteer engagement.
• Maintains technical knowledge level through attendance in industry workshops and seminars, and other information media; e.g., webinars, trade periodicals, on-line discussion groups
• Follow Suicide safer care practices.
• Other Duties as Assigned.

ORGANIZATIONAL EXPECTATIONS:
Customer Focus Competency
Team Orientation Competency
Quality Competency Safety Competency

5 Basic Principles Standard

• Focus on the situation, issue or behavior, not on the person.
• Maintain the self-confidence and self-esteem of others.
• Maintain constructive relationships.
• Take Initiative to make things better.
• Lead by example.

EDUCATION:
• Associates degree in Computer Science or relevant field preferred.

CERTIFICATES, LICENSES, REGISTRATIONS REQUIRED:

• Valid state driver’s license.

EXPERIENCE:

• Previous experience in computer technical support required.
• 3 to 4 years experience implementing and/or supporting software applications and hardware.
• Installation and technical support experience with Microsoft Windows and Microsoft Office applications required.

KNOWLEDGE AND SKILLS:
• Excellent customer service skills
• Strong ability to communicate effectively both orally and in writing with all levels of Sweetser; this includes communicating technical issues to non-technical personnel (clinical and administrative staff).
• Strong ability to analyze and solve technical problems
• Ability to manage and complete multiple tasks concurrently
• Ability to read and understand technical documentation.