POSITION TITLE: Technical Support Specialist I

LOCATION: Scranton, PA (hybrid position after satisfactory completion of training, required In office 3 days a week)

COMPANY PROFILE: ACES$ Financial Management Services is a division of MyCIL (the Northeast Pennsylvania Center for Independent Living). ACES$ provides payroll management solutions for persons with disabilities and their attendants. ACES$ is actively seeking to recruit an energetic and enthusiastic Technical Support Specialist I to work in a team-oriented environment.

Learn more at https://www.mycil.org/acess-financial-management-services.html

THE ROLE DEFINED: Reporting to the AVP, Information Technology and Security, the Technical Support Specialist I position will work alongside the IT Operations team, supporting MyCIL/ACES$ staff in Scranton and our remote offices.

RESPONSIBILITIES

• Act as the initial point of contact by managing support calls, chats, emails, and helpdesk tickets from users within the organization.
• Apply technical knowledge to identify, investigate, and document all hardware, software, printing, networking, and similar issues for all users in the organization.
• Guide users through diagnostic and troubleshooting processes, which may include the use of diagnostic tools and software and/or following verbal instructions. Appropriately document concise processes taken to resolve issues.
• Collaborate with other IT Ops staff to research and resolve problems and escalate to tier II support when needed.
• Follow established technical support policies and procedures and collaborate with management to maintain the technical knowledge repository.
• Arrange services by software or hardware vendors to repair or replace defective products.
• Responsible for learning, maintaining, and facilitating our contractual and legal responsibilities regarding HIPAA, Private Identifiable Information (PII), and other sensitive data requirements.
• Participate in the IT Operations lifecycle including documentation, provisioning, deployment, training, maintenance, troubleshooting, and growth management of complex interrelated systems.
• Assist in the development of technical training materials for ongoing tech tip series.
• Maintain knowledge of technological innovations and trends.
• Perform other related duties as assigned.

DESIRED EXPERIENCE AND SKILLS:

• Professional experience supporting corporate users, especially in remote environments.
• Professional experience supporting Windows 11.
• Familiarity with Microsoft 365 and Microsoft Teams.
• Familiarity with VoIP phone systems.
• 2 years of customer service focused technical support experience is required.
• IT Certifications are a plus but not required.

DESIRED PERSONAL ATTRIBUTES:

• Ability to work both independently and as part of a team.
• Ability to actively communicate with technical and non-technical co-workers.
• Ability to think and act strategically and proactively.

PHYSICAL DEMANDS AND WORKING CONDITIONS:

• Sedentary work: duties require exerting up to 10 lbs. of force occasionally (10-33% of time) and/or a minute amount of force frequently to lift, carry, push, and pull items such as files.
• May involve bending, reaching, stooping, and lifting on occasion.
• Works in a well-lit office area.

BENEFITS

• Medical Insurance
• Dental Insurance
• Vision Insurance
• Flexible Spending and Dependent Care Accounts
• Short and Long Term Disability
• Basic and Voluntary Life Insurance
• 403 B Retirement Account
• Generous PTO including Anniversary PTO
• 12 Paid Holidays

The above statements reflect the general duties considered necessary to describe the main functions of the position and shall not be considered as the detailed listing of all the job requirements that may be part of the position.

Job Type: Full-time

Pay: $45,000.00 - $50,000.00 per year

Benefits

• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Paid time off
• Vision insurance

Application Question(s):

• Are you willing to undergo a background check, in accordance with local law/regulations?
• Will you now, or in the future, require sponsorship for employment visa status (e.g. H-1B visa status)?

Ability to Commute:

• Scranton, PA 18509 (Required)

Work Location: Hybrid remote in Scranton, PA 18509