Technical Support Specialist II

About Us

A pioneer in the caregiving space, Careforth supports family caregivers across the United States to confidently care for their loved ones ough a combination of in-person home visits, remote coaching and our proprietary digital collaboration app, we provide caregivers with support, guidance, confidence, and connection to resources they need. The Caregivers and families we support stay with Careforth for many years, building lasting relationships along the way.

Join us today and live our values: lead with heart, cultivate trust, go beyond.

Under the primary direction of the Service Desk Manager, the Technical Support Specialist II performs special and diversified technical support and documentation for the company’s customers. The Technical Support Specialist II will be responsible for building, maintaining and troubleshooting corporate computing devices, servicing customers at all levels of the organization. This role will also work on various projects and IT operations tasks, including managing the new hire and termination process for all employees, creating training documentation and improving efficiencies.

This role will also assist in the on-going assessment and research of current and new technologies, providing recommendations to management as needed.

• Utilize ticketing system to track all support calls. Identify, research and resolve corporate and remote user PC issues and requests
• Manage technical support cases related to laptops through phone, email submission, and in person. Troubleshoot computer backup and restore errors on users’ laptops as needed
• Add/Remove/Modify accounts in Active Directory
• Perform onboarding procedures for new users into all applicable systems, and provide training and documentation via phone, video chat, or in person
• Perform the offboarding procedures for terminated employees ensuring that all core application and system access is removed, and equipment is returned
• Maintain network printer setup and maintenance of the related equipment
• Handle receipt and asset management for all IT equipment;
  Maintain records for all IT related hardware
• Administer/setup and deploy mobile phones to users
• Assist with the day-to-day maintenance of company’s PCs and Cisco IP phone system; MAC experience is a strong plus
• Assist in on-going assessment and technology refresh of PCs; research and evaluate hardware and software options and provide recommendations for future improvements as needed
• Create and maintain training documentations as needed
• Perform other duties as assigned

• Associate’s degree (or higher) from an accredited college or university preferred
• 4-6 years of help desk support experience required
• Proven PC Hardware Configuration and Troubleshooting skills
• MAC Hardware Configuration and Troubleshooting a plus
• Experience with network equipment a strong plus
• Experience with mobile management device management software like MSFT Intune or equivalent
• Experience with Office 365, Salesforce, Windows 10, and Android OS
• Knowledge of operating details of a HIPAA‑compliant company is a plus
• Experience with Jira and/or Remedy ticketing systems an asset
• Ability to communicate effectively both verbally and in writing

At Careforth your well‑being matters. With flexible schedules, a remote‑first culture, and a nationally recognized wellness program, our benefits are designed to help you thrive, both professionally and personally. Discover how we invest in you:

Pay range for this position is $24.57 - $37 hourly. The actual wage offered may be lower or higher depending on budget and candidate experience, knowledge, skills, qualifications, and geographic location.

Founded in Boston, Careforth's caregiver programs and services improve health outcomes, keeping care at home longer. Additionally, our programs provide financial benefit to caregivers and cost savings to state agencies and health plans. At Careforth, we understand the challenges of caregiving and are committed to supporting family caregivers at every turn.

Caregivers play a critical role in the future of healthcare—and so can you.