Service Support Technician

Information Technology at Boys Town is where innovation and technology come together to make us one of the best in class. This means delivering game-changing, technology-driven business models and staying ahead of industry trends so we can excel of what we do best. As the Service Support Technician, you will be person who assists customers in resolving computer issues across the Boys Town community.

MAJOR RESPONSIBILITIES & DUTIES:

• Provides level-2 technical support.

• Provides timely technical support for the entire user community either remotely or in person.

• Uses network and system software tools to pinpoint the nature and source of user problems.

• Does technical research to fix problems.

• Diagnoses and repairs hardware and software issues, user access, configuration, operations, and printing issues.

• Creates a positive end-to-end customer experience and provides a single point of contact.

• Adheres to and supports organizational and departmental standards, policies, and procedures.

• Maintains and protects confidentiality.

• Works with other divisions and departments in a positive manner to resolve technical issues affecting our users.

• Communicates in a clear and positive manner to both users and peers.

• Completes and documents issues in tickets and knowledge base articles timely and accurately.

KNOWLEDGE, SKILLS, AND ABILITIES:

• Solid understanding of IT principles and concepts, TCP/IP and networking protocols.

• Knowledge of standard hardware and software systems, including configuration and setup.

• Understanding and experience supporting desktop operating systems, including Windows, Mac, and Linux.

• Experience with documentation software.

• Broad understanding of Microsoft Office product support.

• Ability to install and verify software package installations.

• Knowledge of information systems concepts and terminology.

• Knowledge of online technical resources and ability to access same.

• Ability to communicate with individuals at all levels in the organization and with external contacts in an articulate, professional, clear, and non-technical manner.

• Excellent dedication to customer service, project follow through, and the ability to adjust to changing requirements, schedules, and priorities.

REQUIRED QUALIFICATIONS:

• Minimum of 3 years of experience computer support including troubleshooting application-related problems and working in a team environment on the development, testing, and support of a business applications required.

• Previous Tier 2 support experience required.

• Experience in supporting Linux desktops required.

PREFERRED QUALIFICATIONS:

• Bachelor's degree or equivalent preferred.

• Technical certifications preferred.

• IT healthcare experience preferred.

Diversity is more than a commitment at Boys Townit is the foundation of who we are and what we do.

At Boys Town, we cultivate a culture of inclusion for all employees that respects their individual strengths, views, and experiences. We believe that our differences enable us to be a better team one that makes better decisions, drives innovation, and delivers better business results.

About Boys Town:

Boys Town has been changing the way America cares for children and families since 1917. With over a century of service, our employees have helped us grow from a small boardinghouse in downtown Omaha, Nebraska, into one of the largest national child and family care organizations in the country. With the addition of Boys Town National Research Hospital in 1977, our services branched out into the health care and research fields, offering even more career opportunities to those looking to make a real difference.

Our employees are our #1 supporters when it comes to achieving Boys Town's mission, which is why we are proud of their commitment to making the world a better place for children, families, patients, and communities. A unique feature for employees and their dependents enrolled in medical benefits are reduced to no cost visits for services performed by a Boys Town provider at a Boys Town location. Additional costs savings for the employee and their dependents are found in our pharmacy benefits with low to zero-dollar co-pays on certain maintenance drugs. Boys Town takes your mental health seriously with no cost mental health visits to an in-network provider. We help our employees prepare for retirement with a generous match on their 401K or 401K Roth account. Additional benefits include tuition assistance, parenting resources from our experts and professional development opportunities within the organization, just to name a few. Working at Boys Town is more than just a job, it is a way of life.

This advertisement describes the general nature of work to be performed and does not include an exhaustive list of all duties, skills, or abilities required. Boys Town is an equal employment opportunity employer and participates in the E-Verify program. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity and/or expression, national origin, age, disability, or veteran status. To request a disability-related accommodation in the application process, contact us at 1-877-639-6003.