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Senior Support Engineer - Tier 2 Service Desk / Boise, ID Area

Company: Pennant
Location: Boise
Posted on: May 28, 2023

Job Description:

We are building a World Class Service Center in Boise, ID and invite you to join a Team of people who are committed to a core objective of supporting life changing service and providing professional expertise to the agencies we support and their leaders.
About the Company
Pennant Services is one of the most dynamic and progressive companies in the rapidly expanding home health, hospice, and home care industries. Affiliates of Pennant Services now operate 115 home health, hospice, senior living and assisted living agencies across 13 Western states, and we expect this growth to continue. These agencies have no corporate headquarters or traditional management hierarchy. Instead, they operate independently with support from the "Service Center," a world-class service team that provides the centralized clinical, legal, risk management, HR, training, accounting, IT and other resources necessary to allow on-site leaders and caregivers to focus squarely on day-to-day care and business issues in their individual agencies.
About the Opportunity
A successful candidate will be someone who loves change, has the technical aptitude and motivation to help build a World Class IT team from the ground up, and who is a top performer to work as a Senior Support Engineer Service Desk providing IT support remotely and in-person as needed.
We aren't your "normal" Service Desk operation. Our employees are empowered to contribute to change in all aspects of the organization. We invite you to join a Team of people who are committed to a core objective of supporting life changing service and providing professional expertise to the agencies we support and their leaders.
Duties and Responsibilities

  • Respond to requests for technical assistance via phone, chat, or email
  • Diagnose and resolve technical issues remotely
  • Log all customer interactions into the ticketing system
  • Receiving Tier 1/Service Desk escalations
  • Escalate to infrastructure and system admin teams. Work closely with those teams to diagnose and resolve issues
  • Follow incidents through to resolution
  • Provide training and/or KB articles to Tier 1 Service Desk team to help with efficient issue resolution
  • Provide regular updates on support requests
  • Providing end users with support for corporate owned assets (primarily laptops and mobile devices), which will include basic help desk support up to advanced troubleshooting The above statements are only meant to be a representative summary of the major duties and responsibilities performed by incumbents of this job. The incumbents may be requested to perform job-related tasks other than those stated in this description.
    • Must be willing and able to travel occasionally to major US cities across the US based on operational and team needs
    • 1+ years of enterprise IT Experience
    • A+ (or equivalent) or higher certification
    • High School Diploma, Associate's degree or higher (preferred)
    • Excellent problem-solving skills
    • Strong service and work ethic, with a focus on delivering quality service and support Required Skills
      • BS Degree in Computer Science or Information Systems or Equivalent Experience
      • 3+ Years' experience providing technical support
      • Experience with a ticketing system such as ZenDesk or ServiceNow
      • An understanding of Active Directory and M365 (Account creation, password resets, group and distro list membership, OneDrive for Business, SharePoint, etc.)
      • Excellent follow-through
      • Proactive
      • Must be able to multi-task and manage time
      • Willingness to learn new tech and advance your career
      • Good verbal and written communication skills a must Desired Skills
        • An extensive amount of experience in basic computer troubleshooting
        • Mobile device troubleshooting experience
          • Network troubleshooting experience
          • A+ / Network + / Security+/ are a plus, but not required
            Additional Information
            We are committed to providing a competitive Total Rewards Package that meets our employee's needs.
            From a choice of medical, dental and vision plans to retirement savings opportunities through a 401(k), company match and various other features, we offer a comprehensive benefits package. We believe in great work and we celebrate our employees' efforts and accomplishments both locally and companywide, recognizing people daily through our Moments of Truth Program. In addition to recognition we believe in supporting our employees' professional growth and development. We provide employees a wide range of free e-courses through our Learning Management System as well as training sessions and seminars.
            Compensation: Based on experience
            Type: Full Time
            Eagle, ID
            If interested in this position, please submit a resume for consideration. We look forward to hearing from you!
            About The Pennant Group
            We are proud to be affiliated with the Pennant Group, Inc. (NASDAQ: PNTG). Pennant was created in 2019 in connection with The Ensign Group, Inc.'s (NASDAQ: ENSG) spin-off of its home health, hospice, and senior living businesses. Ensign was formed in 1999 with the goal of establishing a new level of quality care within the skilled nursing industry. The name "Ensign" is synonymous with a "flag" or a "standard," and refers to Ensign's goal of setting the standard by which all others in its industry are measured. The name "Pennant" draws on similar imagery and themes to represent our mission of becoming the "Ensign" to the home health, hospice and senior living industries. We believe that through our innovative operating model, we can foster a new level of patient care and professional competence at our independent operating subsidiaries and set a new industry standard for quality home health and hospice and senior living services. You can learn more about The Pennant Group at
            The employer for this position is stated in the job posting. The Pennant Group, Inc. is a holding company of independent operating subsidiaries that provide healthcare services through home health and hospice agencies and senior living communities located throughout the US. Each of these businesses is operated by a separate, independent operating subsidiary that has its own management, employees and assets. More information about The Pennant Group, Inc. is available at

Keywords: Pennant, Boise , Senior Support Engineer - Tier 2 Service Desk / Boise, ID Area, Accounting, Auditing , Boise, Idaho

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