It Systems Support Specialist I

Why Us?

With a mantra of Empowering Human Potential, Hanger, Inc. is the world's premier provider of orthotic and prosthetic (O&P) services and products, offering the most advanced O&P solutions, clinically differentiated programs and unsurpassed customer service. Hanger's Patient Care segment is the largest owner and operator of O&P patient care clinics nationwide. Through its Products & Services segment, Hanger distributes branded and private label O&P devices, products and components, and provides rehabilitative solutions to the broader market. With 160 years of clinical excellence and innovation, Hanger's vision is to lead the orthotic and prosthetic markets by providing superior patient care, outcomes, services and value. Collectively, Hanger employees touch thousands of lives each day, helping people achieve new levels of mobility and freedom.

Could This Be For You?

The IT Systems Support Specialist - Remote role provides first contact customer service support for Hanger production network, hardware, software, and business applications. This role also performs access administration tasks for systems and applications. The IT Systems Support Specialist role requires a balance of great customer service and technical skills. Customer service is paramount to success, as such the candidate must have a passion for customer service.

Your Impact

• Provide white glove support for technical problems related to applications, software, hardware, and network services via inbound calls, chat, self-service submissions, or in person.
• Ensure accurate triage, documentation, and prioritization of incidents.
• Complete access administration tasks related to onboarding, termination, and modifications.
• Contribute positively to customer service, incident, and request service level agreements.
• Coordinate escalation and resolution of technical issues with IT teams.
• Provide support for key business projects which may include travel.
• Create and maintain support documentation and knowledge articles.
• Commit to individual goals by completing ongoing training and development.
• Assist with training efforts for new team members.
• Create a positive and professional work environment.
• Perform responsibilities within established IT and Security compliance criteria.

Minimum Qualifications

• A four-year degree or a high school diploma with at least 2 years of customer service experience.
• Displayed aptitude for IT achieved through volunteerism, coursework, certifications, training, school clubs or projects related to technology.
• Prior experience working on an IT Service Desk/Help Desk is preferred but not required.
• Availability to work a 5x8 schedule on a rotating schedule is required. Hours of operation are Monday-Friday, 7:00am-7:30pm. Core hours of operation are subject to change based on business need.

Additional Success Factors

• Accountable and dependable with schedule and attendance.
• Adaptable and flexible with changing priorities.
• Self-motivated to be a team player, with initiative to develop and understand technologies.
• Strong customer service, communication, and follow-up skills.
• Ability to work independently and in a dynamic environment.
• 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.

Our Investment in You

Employees working at least 20 hours per week are eligible for the following benefits:

• Competitive Pay
• Health Insurance
• Dental Insurance
• Vision Insurance
• 8 Paid Holidays per Year
• Paid Vacation Time Off
• Paid Sick Time Off
• 8 hours of paid time to volunteer in your community
• Floating Holiday
• Life Insurance
• Medical Flex Spend Account
• Dependent Care Flex Spend Account
• Free employee assistance program
• 401(k)
• Full-time employees are also eligible for short-term and long-term disability insurance

 

#LI-Remote

 

Pay range of $18 to $22 per hour + annual bonus: up to 5% of base pay depending on bonus criteria.  This pay range is posted to comply with wage transparency laws.  Hanger salary ranges vary based on skill, ability, knowledge, geographic location and other variables.  

 

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.

Employment Type: OTHER