Apria Healthcare

Desktop Support Associate

Requisition ID
2020-10481
# of Openings
1
Category
Information Technology
Location : Location
US-KS-Overland Park
Full/Part Time
Full-time
Compensation
Commensurate with Experience

Job Summary

ABOUT THE COMPANY

Apria Healthcare’s mission is to improve the quality of life for our patients at home. We are looking for empathetic, thoughtful and compassionate people, to meet the needs of our patients.   Already an industry leader in healthcare services, we provide home respiratory services and select medical equipment to help our patients sleep better, breathe better, heal faster, and thrive longer.

 

The Desktop Support Associate will provide excellent customer service to our management and employees.  Most importantly, this position provides above and beyond communication with our employees so that they feel heard, understood, valued and more connected with Apria.  Key responsibilities for creating a positive, employee centered environment include:

  • Evangelize our employees and turn them into our biggest fans.
  • Support our Field teams, Operations and Sales, by delivering timely feedback that empowers our teams to deliver exceptional patient experiences.
  • Critically problem-solve common complaints by flagging trends and partnering cross-functionally to recommend and implement preventative measures.
  • Proactively create a better employee experience.
  • Be a champion of the employee experience and drive our unique company culture.
  • Support the development and implementation of employee programs that nurture our company's core values to engage employees and create a positive culture.

 JOB SUMMARY

 

This is an entry level position into the Desktop Support area of work.  Below is a list of duties and responsibilities to be trained on and required to be successful in the Apria environment.

ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Assist computer users in the field with the utmost professionalism by answering questions regarding the Apria Healthcare network, computer system and applications.
  • Troubleshoot system problems by analyzing the situation, resolving the issue or allocating to designated department personnel as defined in IS policies and procedures or recommending to users appropriate actions to take to obtain a solution.
  • Keep leadership informed of the system’s effectiveness, problems encountered and the system features desired by users.
  • Maintain, analyze, troubleshoot and repair desktop and portable/laptop computer systems and application issues.
  • Articulate and accurately detail all call records entered.
  • Understand time constraints, quality and resources to maximize resolution of situations.
  • Train users in over 344 locations nationally on operational procedures
  • Generate final quality assurance checks on the system by testing and evaluating new features added.
  • Ensure key reports are run in an accurate and timely manner.
  • Troubleshoot issues and recommend appropriate actions.
  • Create and maintain accurate documentation regarding system or user issues and resolutions.
  • Understand how to image and keep equipment up to date
  • Follow Desktop Support inventory management procedures
  • Performs other duties as required.

 

SUPERVISORY RESPONSIBILITIES

  • N/A

Minimum Required Qualifications

MINIMUM REQUIRED QUALIFICATIONS

 

Education and/or Experience

  • High school diploma is required.
  • 1 - 2 years of experience in help desk/call center.
  • One year related experience in Desktop or Retail Technology
  • Experience supporting current windows operating systems.

 

Certificates, Licenses, Registrations or Professional Designations

  • A+ Certification desired but not required

 

SKILLS, KNOWLEDGE AND ABILITIES

  • Outstanding verbal and written communicator: demonstrated ability to simplify complex ideas, tell a compelling story using data, and create and deliver compelling presentations for senior leadership.
  • Exemplary relationship builder and team player: experience building successful partnerships and influencing stakeholders and colleagues, with direct authority, to drive projects forward.
  • Accomplished problem solver: creative yet pragmatic, with ability to effectively problem-solve anticipated and unexpected challenges.
  • Strong results driver: consistently delivers flawless execution and high-quality deliverables despite ambiguity, at times managing simultaneous projects with competing priorities.
  • Excellent strategic thinker: ability to synthesize multiple inputs, use incomplete information to get to crux of issue, and step back and see bigger picture.

 

Computer Skills

  • Basic understanding of Networking (LAN/WAN) and internet communication protocols.
  • Strong understanding of hardware components and how they relate to performance.

 

Language Skills

  • English (reading, writing, verbal).

 

PREFERRED QUALIFICATIONS

 

Education and/or Experience

  • Familiarity with multiple business applications and healthcare experience a plus.

 

Certificates, Licenses, Registrations or Professional Designations

  • A+ Certification and MS Certifications desired.

 

SKILLS, KNOWLEDGE AND ABILITIES

 

Computer Skills

  • Basic understanding of Networking (LAN/WAN) and internet communication protocols.
  • Strong understanding of hardware components and how they relate to performance.
  • Knowledge of Windows Active Directory environment
  • Strong troubleshooting skills in Microsoft O365 products
  • Basic knowledge of utilizing Microsoft Remote Desktop and Bomgar remote access tools
  • Basic understanding of using windows command prompt commands

PHYSICAL DEMANDS

This is a stationary position that requires frequent sitting or standing, repetitive wrist motions, grasping, speaking, listening, close vision, color vision, and the ability to adjust focus.  It also may require occasional lifting, carrying, walking, climbing, kneeling, bending/stooping, twisting, pulling/pushing, walking, bending, stooping, and reaching above the shoulder. This position also may require the occasional lifting of equipment up to 50 lbs.

 

OTHER INFORMATION

The essential duties and responsibilities, physical requirements, and work environment described above are representative of those typically required for this position but may vary depending on staffing and business needs at specific locations. The inclusion or omission of a specific duty or physical requirement is, therefore, not determinative of whether that function is essential to a specific individual’s position. Reasonable accommodations will be provided to assist or enable qualified individuals with disabilities to perform essential functions.

EEO Statement

As an EOE/AA employer, Apria Healthcare is committed to providing all applicants and employees with equal access to employment opportunities, regardless of sex, race, age, color, national origin, disability, pregnancy, religion, genetic information, sexual orientation, transgender status, gender identity, marital status, veteran status, or any other characteristic protected by federal, state, or local law.  Apria Healthcare shall abide by the requirements of 41 CFR 60-300.5(a) and 60-741.5(a). These regulations prohibit discrimination against qualified individuals on the basis of protected veteran status or disability, and require affirmative action by covered prime contractors and subcontractors to employ and advance in employment qualified protected veterans and individuals with disabilities. AA/EOE, M/F/Disability and Vet

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