Job Description

Why Us?Fillauer is a global leader in orthotic and prosthetic innovation that empowers clinicians and patients to achieve their best functional outcomes. With manufacturing and R&D locations in Tennessee, Utah, Colorado, and Sweden, Fillauer supports a strong upper limb product line, a robust offering of prosthetic feet, a variety of orthotic devices, and a collection of tools, equipment, components, and materials. Founded over a century ago, Fillauer is dedicated to helping individuals with limb loss and limited mobility return to daily activities and achieve new heights. We are an equal opportunity employer and value diversity at our company.Could This Be For You?The Information Technology Systems Support Specialist II is an intermediate role providing customer service support for user facing hardware and software. The level II role provides career progression focused on furthering development with skills, responsibilities, and ownership. This role has a solid understanding of daily support operations responsibilities and applies knowledge and skills to complete a wide range of tasks. Depending on the performance, skills and experience of the candidate, responsibilities within this level will vary and may advance to support specific technology and projects. This role requires excellent time management and the ability to shift priorities. Customer service is paramount to success, as such the candidate must have a passion for customer service.Your Impact

• Troubleshoot, install, configure user facing resources such as workstations, phones, printers, wireless devices, A/V, and any network and communication equipment.
• Accuracy and quality with triage, documentation, and prioritization of incidents.
• Complete access administration tasks related to onboarding, termination, and modifications.
• Process Asset Management and Procurement requests.
• Execute white glove onsite and remote user computer hardware, software and peripheral setups, installations, and configurations.
• Provide back up support, training, and quality reviews for Service Desk.
• Identify and contribute to resolution of complex technical issues.
• Document and implement support knowledge articles and/or business reference material.
• Commit to individual goals by completing ongoing training and development.
• Provide suggestions for continuous improvement.
• Perform responsibilities within established IT, Security, and Asset management compliance criteria.
• Create a positive and professional work environment.
• Contribute positively to our customer service, incident, and request service level agreements. This includes being able to shift focus to high priority escalations.

Minimum Qualifications

• A four-year degree with at least 2 years of relevant experience; or a high school diploma with at least 5-years relevant experience.
• Prefer candidates with IT support experience in the following areas:
• A+ Certification is preferred but not required.
• Availability to work full-time, 40 hours/week. Support operation hours are Monday-Friday, 8:00am-5:00pm or 7:00am-4:00pm. This role will require onsite support. This position may require after hours or on-call support. Core hours of operation, schedules, and onsite work requirements are subject to change based on business need.
• Must be able to travel out-of-state for special projects.
• In addition to the above qualifications, internal IT support applicants must be consistently meeting or exceeding all goals and objectives, first call resolution is 90% or greater, and attendance and dependability is in good standing.
• Internal applicants must complete 10 hours of relevant training and development related to current or next role.
• Must have, or be eligible to obtain, a valid driver\xe2\x80\x99s license and driving record within the standards outlined within Hanger\xe2\x80\x99s Motor Vehicle Safety Policy and Procedures.

Additional Success Factors

• Accountable and dependable with schedule and attendance.
• Ability to critically evaluate, troubleshoot, and document issues.
• Strong time management skills with the ability to work autonomously.
• Adaptable and flexible with changing priorities.
• Establishes good working relationships, collaborates with secondary teams, and takes initiative to resolve issues.
• Seeks opportunities to impact process improvement or participate in projects.
• Act with integrity, remaining honest, transparent, and respectful in all relationships.
• Keep the patient at the center of everything, building lifelong trust.
• Foster open collaboration and constructive dialogue with everyone.
• Continuously innovate new solutions, influencing and responding to change.
• Focus on superior outcomes and calibrate work processes for outstanding results.
• Act with integrity in all ways and at all times, remaining honest, transparent, and respectful in all relationships.

Our Investment in You

• Competitive Compensation Packages
• 8 Paid National Holidays & 4 additional Floating Holidays
• PTO that includes Vacation and Sick time
• Medical, Dental, and Vision Benefits
• 401k Savings and Retirement Plan
• Paid Parental Bonding Leave for New Parents
• Flexible Work Schedules and Part-time Opportunities
• Generous Employee Referral Bonus Program
• Mentorship Programs- Mentor and Mentee
• Student Loan Repayment Assistance by Location
• Relocation Assistance
• Regional & National traveling CPO/CO/CP opportunities
• Volunteering for Local and National events such as Hanger\xe2\x80\x99s BAKA Bootcamp and EmpowerFest

Hanger, Inc. is committed to providing equal employment opportunity in all aspects of the employer-employee relationship. All conditions and privileges of employment are administered to all employees without discrimination or harassment because of race, religious creed, color, age, sex, sexual orientation, gender identity, national origin, religion, marital status, medical condition, physical or mental disability, military service, pregnancy, childbirth and related medical conditions, special disabled veteran status, or any other classification protected by federal, state, and local laws and ordinances. The company will comply with all applicable state or local fair employment laws that forbid discrimination or harassment on the basis of other protected characteristics. Retaliation against any employee for filing or supporting a complaint of discrimination or harassment is prohibited.#ERF-FIL

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