Help Desk III - Pinnacle Home Office

Job description

Our Mission at Pinnacle Home Care is "Changing lives through the art of the experience"!! Pinnacle Home Care is a full-service Medicare Certified and Florida Licensed Home Health Company locally owned and operated by home health professionals who are passionate about delivering exceptional, quality care to the communities that we serve. We take pride in our home health care professionals who are devoted to fulfilling the levels of service that we uphold. Human service can never be successful without dedication, just as dedication cannot be realized without passion.

Why Join us:

• Unlimited PTO for salaried employees which means more family time, fun and relaxation.
• Award-winning – Top places to work (2020, 2021, 2022 & 2023), Healthcare workplace Innovator, Top 100 Agency Home Care Elite
• Leading provider of home care services recognized for Creating Raving Fans and delivering Exceptional Outcomes.
• 401K Match and Additional benefits
• Referral bonuses.

JOB DESCRIPTION SUMMARY

The primary role of an IT Help Desk Specialist III is to provide though leadership to the IT Help Desk team and serve as an escalation point for the Help Desk to resolve customer issues, identify root causes, and implement associated remediation.  Additionally, this role has specific responsibilities to develop automations using Microsoft Power Platform and SharePoint Online.

ESSENTIAL JOB FUNCTIONS/RESPONSIBILITIES

1. Provide advanced technical support to end-users via phone, email, and in-person to resolve complex IT issues promptly and effectively.
2. Investigate, diagnose, and resolve hardware and software problems related to desktops, laptops, printers, mobile devices, and other IT equipment.
3. Collaborate with other IT team members and third-party vendors to escalate and resolve critical issues that require further expertise.
4. Perform advanced troubleshooting, system analysis, and root cause analysis to identify underlying problems and implement appropriate solutions.
5. Configure and maintain SharePoint user accounts, access rights, and permissions in accordance with company policies and security best practices.
6. Conduct software and hardware upgrades, patches, and migrations while ensuring minimal disruption to end-users.
7. Create and maintain documentation related to IT processes, procedures, and troubleshooting guides to enhance knowledge sharing and enable self-service for end-users.
8. Contribute to IT projects and initiatives, including system upgrades, migrations, and deployments.
9. Stay up to date with emerging technologies, industry trends, and best practices to provide innovative solutions and improve the efficiency of IT operations.
10. Serve as point of support escalation for Help Desk Specialists.
11. Design and implement Power Automate workflows, including approvals, notifications, data integration, and process automation.
12. Design and implement Power Automate workflows, including approvals, notifications, data integration, and process automation.
13. Integrate Power Platform applications with other systems and data sources, leveraging connectors, APIs, and custom connectors.
14. Perform testing, debugging, and troubleshooting to identify and resolve issues in Power Platform solutions.
15. Provide training and support to end-users, ensuring effective adoption and utilization of Power Platform applications.
16. Follow up with customers, provide feedback and see problems through to resolution.
17. Utilize excellent customer service skills and exceed customers’ expectations.
18. Provide robust support documentation and run books for developed bots, flows, and power apps.

POSITION QUALIFICATIONS

1. At least 5 years of IT experience including level 3 desktop support.
2. Demonstrated progressive experience in progressing in an IT support framework.
3. Experience using ITSM products
4. Programming experience
5. PowerShell and scripting experience
6. Knowledge of Microsoft Power Platform
7. Intermediate skills eith SharePoint online workflows
8. Strong critical thinking skills.
9. Exceptional customer service orientation.
10. Healthcare IT experience a plus