It Support Technician

  
The Southeast’s Premier ABA Therapy Provider for Children.
 
We are a values-driven company and passionate about providing life-changing therapy services to our early childhood clients while promoting a positive and supportive culture for our team members.
 
Top 5% nationally in employee satisfaction!*
Top 3% nationally in client family satisfaction!**
 
In five short years, Mosaic has grown from two clinics in Charlotte, North Carolina to nearly 30 clinics across three states… and counting!
The IT Support Technician is primarily responsible for providing excellent service and support to our team members encountering technical difficulties and issues. The support provided must be accompanied by an equally high level of customer service focus.  This includes but is not limited to receiving, recording, and resolving end user technical questions on use and implementation of computer products or mobile devices, in a timely and professional manner.
 
How You’ll Make an Impact:

• Serve as a technical resource to companywide team members.
• Perform installation and configuration of hardware, software, systems, networks, printers, and scanners.
• Respond to inquiries and provide technical information, advice, or referrals on product installation, usage, and implementation.
• Provide tier 1 and tier 2 troubleshooting and problem resolution or escalation of critical issues.
• Set up of new user accounts, activate and deactivate users as necessary.
• Set up, maintenance, and replacement of computer equipment.
• Update and maintain the asset management system.  Tracking all mobile, computer, and telecommunication equipment.
• Document known issues/resolutions building the internal support Knowledge Base.
• Availability for occasional after-hours projects needed.
• Utilize online tools to provide remote support to end users.
• Participate in IT-specific training as directed by supervisor.
• Acquire and maintain work-related technical certifications as necessary.
• Performs other duties as assigned by supervisor. 

What We Offer:

• Two medical plan coverage options for you and your dependents with either a Health Savings Account (H.S.A.) or Health Care Flexible Spending Account (HCFSA)
• Dependents Care Flexible Spending Account (DCFSA)
• Unlimited company-paid telehealth medical and behavioral heath visits 24 hours a day, 7 days a week with board-certified physicians or therapist for you and your covered dependents
• Dental insurance coverage option for you and your depends which includes both adult and child orthodontia coverage
• Eyecare insurance coverage option for you and your dependents with annual eyeglass and contact lens coverage
• Ten (10) company-paid holidays
• Paid time off for vacation, sickness, or other time away from work
• 401(k) Plan with 4% company match and immediate match vesting
• Company-paid life, AD&D, and short-term disability insurance
• Supplemental employee, spouse and child life insurance with AD&D coverage options
• Long-term disability coverage options
• Hospital indemnity coverage which provides $1,100+ maternity reimbursement to you
• Accident insurance coverage with annual wellness refund to you per covered dependent
• Company-paid life assistance benefits such as identity theft, travel assist, healthcare support services, beneficiary assist services, Employee Assistance Program (EAP), Estate Guidance/Will Prep, and more!
• Company-sponsored discounts on electronics, travel, entertainment, fitness, apparel and more
• Employee reward and recognition program, regular company-sponsored holiday and celebration events
• Pet insurance

 
What You’ll Bring:

• Ability to evaluate and prioritize requests in accordance with standards.
• Fundamental understanding of networking.
• Technical experience supporting Windows 10 operating system.
• Familiarity with cloud solutions and troubleshooting. Google workspace preferred.
• Experience supporting Chromebook and/or android tablets.
• Excellent organization, time management and problem-solving skills
• Excellent interpersonal skills, good oral and written communication skills
• Must have good working knowledge of Microsoft Office applications and or Google Docs / Gmail and other Google Workspace office tools.
• Occasional travel expected (no more than 10-15% during any given month). The majority of travel is within North Carolina, with occasional travel out of state.
• Bachelor’s Degree in a related service area (preferred) or a High School Diploma with a minimum of 1 year IT related experience.
• Microsoft and/or Google certifications, MD-100 Windows Client certification and/or MD-101 Managing Modern Desktops certification are a plus.
• This position is a hybrid work schedule with 4 days in our Charlotte office and 1 day remote

* Peakon/Workday benchmarking
** BHCOE benchmarking
Mosaic is an Equal Opportunity Employer
 

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