Technology Support Specialist

Eskaton is a nonprofit senior services provider serving Northern California's older adults for over 55 years. With over 1,700 employees and 28 communities and services in Northern California, Eskaton is a great company to join and build your career.

Eskaton genuinely cares about the financial security, health and well-being of our team members. In addition to competitive pay and comprehensive benefits including a 401K retirement fund matching program, Eskaton employees appreciate knowing their work makes a real difference in the community and in the lives they touch.

At Eskaton, being inclusive is one of our core values. This means that we celebrate diversity and equity for all who live and work with us, building a culture of belonging and community across the aging spectrum.

Our Benefits include but are not limited to...

• Competitive Health Plan, including dental and vision coverage
• Company paid life insurance
• Wellness programs
• Employee Assistance Program
• 401K with Company Match Retirement Program (Minimum eligibility requirements apply)
• Paid Time Off programs
• Voluntary benefits & supplemental insurance available

This position is eligible for Eskaton's health benefits package the first of the month following 60 days of employment and Paid Time Off benefits program after 90 days of employment.

Position Summary:
The Technology Support Specialist is tasked with resolving support tickets by conducting thorough technical troubleshooting, managing requests, and providing user training and guidance. Coordinates with other departments and vendors to resolve potential or current issues. Customer service is critical to ensure staff can use technology to perform their duties. Additional responsibilities include IT projects, hardware and software maintenance, and documentation.

The starting salary for this position ranges from $29.00 to $40.00/hour. Factors such as scope and responsibilities of the position, candidate's work experience, education/training, job-related skills, internal peer equity, as well as market and business considerations may influence base pay offered.

Position Responsibilities include:

• Delivers exceptional customer service through effective communication, patience, empathy, strong time management, and efficient problem-solving skills.
• Handles support requests via a ticketing system, received by phone, email, web, or walk-in.
• Provides users with troubleshooting assistance via phone, video call, email, or in person, including introductory training on Eskaton software tools and practices.
• Has knowledge of Microsoft 365, including Entra, Intune, Exchange Online, Defender, SharePoint, OneDrive, and Teams.
• Develops and manages internal IT documentation
• Responsible for maintaining computer hardware, including coordinating with vendors, troubleshooting issues, and replacing parts as necessary.
• Implements software and hardware using Intune and imaging processes.
• Configures and removes user accounts and software access required for staff to carry out their responsibilities.
• Diagnoses and resolves network and Wi-Fi connectivity issues to maintain reliable connections.
• Provides support to IT system administrators and IT project managers by undertaking various tasks and projects.
• Escalates and communicates unresolved or prolonged issues.

Qualifications

Education:
Requires two years of college with emphasis in computer technology or a combination of college education and equivalent work experience. Appropriate certification levels for the technology in use at Eskaton. Certification such as A+, Network+, and especially Microsoft 365.

Training and Experience:
Four or more years of experience, with two years required with Microsoft 365. Experience working with a team to resolve support tickets is required.

Job Knowledge:
A working knowledge of modern information technology systems including Microsoft 365. Requires knowledge of installing and maintaining software, computer equipment, and business applications. Must understand IT procedures, including cybersecurity, backup and recovery, file management, documentation, troubleshooting steps, basic networking, and customer support.

The final candidate must successfully pass Eskaton's post offer, pre-employment testing which includes a criminal background check, drug test, TB screen test and health screen. All new hires are required to sign an arbitration agreement as a condition of employment.

Eskaton is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, gender identity, sexual orientation or protected veteran status.