Aveanna Healthcare

Join a Company That Puts People First!

At Aveanna, we’re proud to foster a workplace culture that celebrates diversity, encourages connection, and supports our team members every step of the way. Here’s what sets us apart:

Award-Winning Culture

• Ranked the #1 company to work for in Georgia in 2024 by U.S. News & World Report.

Employee Connection & Support

• Aveanna Connection Groups: Employee-led groups where shared identities and experiences create spaces for connection, collaboration, and support.
• Aveanna Social Circles: Join groups based on your interests, like books, music, or movies, to build camaraderie and lasting friendships.
• Aveanna Employee Relief Fund: A resource to help our team members through unexpected hardships, because we’re stronger together.

Inclusive Learning Environment

• We believe in growing together. Our inclusive learning sessions are open to all employees, fostering collaboration and shared success.

Commitment to Community

• Every year, we dedicate a day to giving back through our Annual Service Day, making a meaningful impact in the communities we serve.

Position Overview

The LMS Tech Support is responsible for providing Tier 2 technical support to Aveanna's team members for all Workday Learning issues . This support includes scheduled training support. This position will identify research, troubleshoot and resolve technical issues via e-mail and phone calls ensuring a timely resolution. Position requires a high level of technical and customer service expertise, as well as demonstrating excellent communication skills, both written and verbal. Resolving an issue will involve the use of diagnostic and remote access tools, the ticketing system and escalation to second and third tier support groups. Support Tech must have the ability to train users in various training applications and tools.

Essential Job Functions

• Responsible for providing Tier 1 technical support to Aveanna’s team members for all LMS network issues, including scheduled training support.
• This position will identify research, troubleshoot and resolve technical issues via e-mail and phone calls ensuring a timely resolution.
• Resolving an issue will involve the use of diagnostic and remote access tools, the ticketing system and escalation to second and third tier support groups.
• Support Tech must have the ability to train users in various training applications and tools.
• Conducts all issues and special projects as a professional with a sense of urgency.
• Analyze and resolve Tier 2 LMS requests related Solution Center calls.
• Provide detailed description of problems and resolutions within the ticketing system.
• Help create and maintain job aids and videos for existing and new LMS.
• Conduct training webinars for new LMS enhancements and applications as requested by management and users.
• Evaluates data issues, reports feedback and observations and other information in determining priorities.
• Recognize and initiate the processes defined to communicate critical issues.
• Other duties as assigned by the Manager or Director of Learning Systems.

Requirements

• Experience in a service center or customer support role is required.
• Knowledge of Learning Management systems is preferred.
• Knowledge and understanding of HIPPA and security with systems
• Excellent written and verbal communication and organizational skills.
• High degree of professionalism and be able to work effectively with all employees and business associates.
• Detail oriented.

Other Skills/Abilities

• Must be able to always adhere to confidentiality standards and professional boundaries.
• Attention to detail.
• Experience in testing and analyzing software modifications and enhancements.
• Time management.
• Effective problem-solving and conflict resolution.
• Excellent organization and communication skills.
• Strong commitment to excellence.

Physical Requirements

• Must be able to speak, write, read and understand English.
• Occasional lifting, carrying, pushing and pulling of 25 pounds.
• Prolonged sitting, walking, standing, bending, kneeling, reaching, twisting.
• Must be able to sit and climb stairs.
• Must have visual and hearing acuity.
• Must have strong sense of smell and touch.

Environment

• Performs duties in an office environment during agency operating hours (?)
• Must be able to function in a wide variety of environments which may involve exposure to allergens and other various conditions

Other Duties

• Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.