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IT Remote Support Specialist I

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Hanger, Inc.

2mo ago

  • Job
    Full-time
    Junior Level
  • Customer Relations
    IT & Cybersecurity
  • Germany, +11
    Remote

AI generated summary

  • You need a four-year degree or a high school diploma with 2 years of customer service, plus some IT knowledge. Help Desk experience is preferred. Must work a 5x8 rotating schedule.
  • You will provide top-tier technical support, manage incident documentation, assist with access tasks, contribute to team goals, and maintain a positive work environment while ensuring compliance.

Requirements

  • A four-year degree or a high school diploma with at least 2 years of customer service experience.
  • Displayed aptitude for IT achieved through volunteerism, coursework, certifications, training, school clubs or projects related to technology.
  • Prior experience working on an IT Service Desk/Help Desk is preferred but not required.
  • Availability to work a 5x8 schedule on a rotating schedule is required. Hours of operation are Monday-Friday, 7:00am-7:30pm. Core hours of operation are subject to change based on business need.

Responsibilities

  • Provide white glove support for technical problems related to applications, software, hardware, and network services via inbound calls, chat, self-service submissions, or in person.
  • Ensure accurate triage, documentation, and prioritization of incidents.
  • Complete access administration tasks related to onboarding, termination, and modifications.
  • Contribute positively to customer service, incident, and request service level agreements.
  • Coordinate escalation and resolution of technical issues with IT teams.
  • Provide support for key business projects which may include travel.
  • Create and maintain support documentation and knowledge articles.
  • Commit to individual goals by completing ongoing training and development.
  • Assist with training efforts for new team members.
  • Create a positive and professional work environment.
  • Perform responsibilities within established IT and Security compliance criteria.

FAQs

What is the role of the IT Remote Support Specialist I at Hanger, Inc.?

The IT Remote Support Specialist I provides first contact customer service support for Hanger's production network, hardware, software, and business applications, ensuring accurate triage, documentation, and prioritization of incidents while performing access administration tasks.

What qualifications do I need to apply for this position?

To apply, you need either a four-year degree or a high school diploma with at least 2 years of customer service experience, along with an aptitude for IT demonstrated through relevant activities or training.

Is previous experience in IT Service Desk or Help Desk necessary?

Prior experience on an IT Service Desk or Help Desk is preferred but not required.

What are the working hours for this role?

The position requires availability to work a 5x8 rotating schedule during core business hours, which are Monday to Friday, 7:00 am to 7:30 pm.

What type of support will I provide in this role?

You will provide white glove support for technical problems related to applications, software, hardware, and network services via various communication channels, including inbound calls, chat, and self-service submissions.

What additional benefits does Hanger, Inc. offer?

Hanger, Inc. offers competitive compensation packages, paid holidays, PTO, medical, dental, and vision benefits, a 401k retirement plan, paid parental bonding leave, flexible work schedules, employee referral bonuses, mentorship programs, and more.

How does Hanger, Inc. ensure equal employment opportunity?

Hanger, Inc. is committed to providing equal employment opportunity in all aspects of the employer-employee relationship without discrimination or harassment based on various protected characteristics, and it prohibits retaliation against employees who report or support complaints of discrimination or harassment.

What does "white glove support" mean in the context of this job?

"White glove support" refers to providing high-quality, attentive, and personalized technical support to users, ensuring their issues are resolved promptly and effectively while maintaining a positive customer service experience.

Are there opportunities for training and development in this position?

Yes, the role includes a commitment to ongoing training and development, and you may also assist with training new team members.

Can this position require travel?

Yes, the role may include travel to support key business projects as needed.

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Hanger, Inc.

Empowering Human Potential

Science & Healthcare
Industry
501-1000
Employees
1861
Founded Year

Mission & Purpose

Headquartered in Austin, Texas, Hanger, Inc. is a leading provider of orthotic and prosthetic (O&P) patient care services and products. The company operates as an ecosystem of diversified companies delivering complementary solutions to individuals and providers with O&P needs, and is organized in two business segments – Patient Care and Products & Services. Through its Patient Care segment, Hanger provides comprehensive, outcomes-based O&P services to individuals of all ages at more than 925 Hanger Clinic locations nationwide. Through its Products & Services segment, Hanger serves the broader O&P community and skilled nursing facilities through designing and distributing branded and private label O&P devices, products and components, and post-acute rehabilitative solutions. Rooted in clinical research, excellence, and innovation, Hanger is a purpose-driven company focused on empowering human potential.