IT Systems Support Specialist I

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.

The IT Systems Support Specialist is an entry level role providing first contact customer service support for the Hanger production technology environment. 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.

Provide white glove support for technical problems related to the Hanger technology environment via inbound calls, chat, self-service submissions, or in person.
• Ensure accurate triage, documentation, and prioritization of incidents.
• Utilize remote desktop and diagnostic tools to aid in troubleshooting issues.
• Complete access administration, Asset Management, and Procurement tasks.
• 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.

• A four-year degree or a high school diploma with at least 1 year of customer service experience or achievements 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.
• Support operation hours are Monday-Friday, 7:00am-7:30pm central time. Availability to work a 5x8 rotating schedule may be required.
• This role is required to be onsite and core hours of operation and schedule are subject to change based on business need.
• Willingness to be on call for urgent issues and occasionally provide onsite support after hours.
• Must be able to travel out-of-state on occasion for special projects.

• 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.
• Maintains timeliness, customer satisfaction, and knowledge retention.
• 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.

• 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's 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.

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