Job Description

You can Make A Difference in the lives of others!
At Heart to Heart Hospice, we provide “Compassionate Care from Our Hearts to Yours.” Our employees enhance the lives of patients with life-limiting illnesses and their loved ones,during a time when compassionate care is needed most. We are dedicated to making a difference in the lives of employees, offering the opportunity to be associated with caring teammates, and creating positive contributions in each community we serve.

Help Desk Team Lead

Qualifications and Education Requirements
• Associate’s degree and one year experience in a related field or equivalent combination of education and/or experience
• Good understanding of the information technology environment with knowledge of current trends and developments
• Ability to evaluate service desk processes, support tools, technical procedures, and performance data to identify opportunities for improved service quality, efficiency, and user experience.
• Must be flexible for extended hours and/or shift work with an ability and willingness to work overtime
• Must be able to work in the Plano, Texas office 5 days a week.
• Must have excellent Customer Service, telephone, listening and communication skills
• Demonstrated experience in applying knowledge/skills in a Customer Support environment
• Strong analytical aptitude and problem-solving skills in a technical environment
• Ability to understand and clearly communicate technical information to IT and non-IT personnel
• Must be able to minimize downtime by rapidly diagnosing and resolving problems
• Must be able to maintain a high level of teamwork and communication

Full-Time Employee Benefits
• Competitive Pay
• Medical, Dental & Vision insurance
• Paid Time Off
• Paid holidays
• 401k with up to 4% employer matching
• Tuition reimbursement
• Company car for qualifying individuals
• Mileage reimbursement

Essential Duties:
• Provides exceptional customer service in a friendly and timely manner to all internal and external customers
• Assist team members in their duties when required
• Resolves escalations in a timely manner adhering to the process and quality compliance
• Provide effective feedback to promote the growth of the team
• First point of contact for IT escalations
• Assist the end user community by recording, resolving, and responding to issues via various means
• Follow prescribed guidelines and procedures and seek guidance from IT leadership as appropriate
• Participates in educational programs and in-house meetings on product information and new procedures
• Assumes other duties and responsibilities as assigned by their leadership
• Maintains scheduling flexibility to ensure availability to meet the needs of the department for all hours of operation
• Ensure overall compliance with local, state and federal laws, Medicare regulations, and established personnel policies and procedures

It is this Agency's policy to provide equal employment opportunities without regard to age, race, color, religion, military status, gender preference, sex, marital status, national origin or disability.