Wingspan Care Group is a nonprofit administrative and management organization that provides a united, community-based network of services so member agencies can focus on mission-related goals. Our innovative model is designed to promote sustainability and advancement among its partner agencies by streamlining operations and eliminating redundancies – resulting in improvements to the delivery of direct service operations.

Position Summary: We are hiring a Technical Support Analyst is a crucial role in the support and enablement of our workforce across all affiliates. In this role, you will work with our user base to make sure their technological environment meets their daily needs. The Technical Support Analyst is involved in the procurement, configuration, testing, and deployment of technology across the enterprise. When necessary, you will remotely, or in-person, investigate and resolve computer software, hardware, and network issues. Customer service is a critical component of this role.

Responsibilities Include:

• Provide support in the procurement of technology for our user community ranging from recommendations based on our standards through product receipt and deployment.
• Provide tier-1 support for all end-user technology either via remote access or at the desk side and escalates when necessary.
• Provide hands-on support for move, add, change (MAC) requests. Moves include technology moves between any of our locations.
• Engage in technology configuration and testing inclusive of hardware and software to assure proper functioning.
• Respond to any immediate response scenarios that may result from security or environmental incidents.
• Work closely with end-user community to provide knowledge transfer when the users struggle with technology.
• Documents new or changed procedures, in both textual and diagrammatic formats.
• Communicate with end-user community in a group fashion, either in-person or via electronic means (e.g. e-mail).
• Follow all best practices related to information security and any internal procedures.
• Understand and enforces laws and regulations related to HIPAA, HITECH, FERPA, and other state and local healthcare and education regulations. Training is provided.
• Continuously advance knowledge and understanding or our technological environment and allocates time to self-advance technical skills.
• Continually strive provide the best customer service for our clients, users, and partners.
• Rotate through various shifts to provide 24x7 on-call support.

Qualifications:

• Associates degree or 2-4 years of technical support equivalent is a minimum. Four-year degree preferred.
• Experience with vast majority of Microsoft products and operating systems. Microsoft certifications a plus.
• Experience with supporting technology in a large networked environment. Troubleshooting issues across multiple technology types.
• Experience supporting device in wired, wireless, and geo-diversified environments.

At Wingspan, we prioritize our employees and their wellbeing. We provide competitive benefit options to our employees and their families, including domestic partners and pets. 

Our offerings include:

• Comprehensive health and Rx plans, including a zero-cost option
• Wellness program including free preventative care
• Generous paid time off and holidays
• 50% tuition reduction at Case Western Reserve University for the MNO and MSW programs
• Defined benefit pension plan
•  403(b) retirement plan with an employer match
• Pet insurance
• Employer paid life insurance and long-term disability
• Employee Assistance Program
• Support for continuing education and credential renewal
• Ancillary benefits including: dental, vision, voluntary life, short term disability, hospital indemnity, accident, critical illness
• Flexible Spending Account for Health and Dependent Care

Why Work for Us: We value our employees and their commitment to our mission and offer competitive total rewards (benefits and compensation) options to our valued employees and their families, including domestic partners. Our rich options include:

• Four weeks of paid vacation, twelve paid sick days, ten paid legal holidays, and. up to four religious holidays*
• Full benefits-eligible, including a zero-cost health plan option, dental, and vision insurance
• Defined pension plan contribution

*Please know that those accruals are based on 40 hours a week, anything below that amount and the days will be prorated accordingly

Wingspan Care Group (“Wingspan”) is the not-for-profit parent company of Applewood Centers, Inc., Bellefaire Jewish Children’s Bureau, Bluestone Child & Adolescent Psychiatric Hospital, and Lifeworks. The mission of Wingspan is to provide organizational efficiencies at the operational, administrative, and fiscal levels for its subsidiary agencies so that they may focus on their respective missions. Wingspan is an Equal Opportunity Employer. Wingspan’s policy is not to discriminate against any applicant or employee based on race, color, sex, sexual orientation, gender identity, religion, national origin, age (40 and over), disability, military status, genetic information, or any other basis protected by applicable federal, state, or local laws. Wingspan also prohibits harassment of applicants or employees based on any of these protected categories.