Description

Company Conformance Statements

In the performance of their respective tasks and duties all employees are expected to conform to the following:

• Perform quality work within deadlines with or without direct supervision.
• Interact professionally with other employees, customers, and suppliers.
• Work effectively as a team contributor on all assignments.
• Work independently while understanding the necessity for communicating and coordinating work efforts with other employees and organizations.

Position purpose

This position is responsible for performing and coordinating technology hardware and software support for an assigned region of clinical and/or corporate offices. This includes remote and on-site / hands-on troubleshooting/repair of Microsoft Windows PC/laptops, printers, network, and telephone hardware. This position will also serve as the Business Relationship Manger (BRM) between enterprise I.T. and the assigned region, participating in regional operations meetings, communicating I.T. updates, staying abreast of business operations activities, and coordinating with the I.T. team.

Responsibilities/Duties/Functions/Tasks:

• Provide Tier I and 2 onsite IT support to all employees in Medical Office and business offices with the regional area. Regular travel to locations within the region; occasional travel to locations in other regions will be required for special projects.
• Respond to and resolve incidents escalated from HelpDesk; ensure incident status is updated and resolution steps are documented.
• User Account Management for all computer systems and enterprise applications such as Office365 and Teams, NextGen EHR, EMA, Phreesia
• Active Directory Account Management including New Hire/Terminations, Password resets, Modify permissions, access control.
• Imaging laptops and desktop PCs Window 10/11 and managing inventory within the region
• Responsible for maintaining, troubleshooting, repairing, and replacing all laptops and PCs, desktop, and label printers, Ambir card scanners, VOIP phones, and equipment as needed.
• Perform Ethernet cable and phone troubleshooting, punch downs, patch panel maintenance.
• Setup and troubleshooting of network and telephony systems and equipment
• Document and maintain IT knowledge base.
• Understanding business and clinical operational environments within the region.
• Developing and maintaining close working relationships with regional operations leaders and practice mangers – bridging relationships to/from Information Technology functions

Qualifications

Qualifications

Education: Associate degree and/or professional certifications in Computer Science, technology or related disciplines.

Experience: Minimum of five years of experience in a field technical support role

Other Requirements: None

Performance Requirements:

• Highly customer-service oriented.
• Knowledge of common computing systems (Windows desktop and server, MacOS, iOS, Cisco/Meraki, structured cabling, etc.)
• Knowledge of cyber-security best risks and best practices.
• Skilled in problem-solving.
• Skilled in written and verbal communication with executive and front-line employees.
• Ability to work under pressure, communicate and present information.
• Ability to identify problems, recommend solutions, organize, and analyze information.
• High level of attention to detail with strong organizational skills.
• Ability to handle the physical requirements of the position.
• Ability to travel within the regional service area.

Equipment Operated: Standard office equipment including computers, fax machines, copiers, printers, telephones, etc.

Work Environment: Most work occurs within a well-lighted, climate controlled office environment. Occasional work in data center and/or technology/communication room/closets.

Occasional evening and weekend work.

Physical Requirements: Must possess the physical capability to operate, install and move technology hardware including desktop/laptop computers, servers, network equipment (lifting stooping, bending); and mobility to provide support at sites within the region. Stress can be triggered by multiple staff demands and deadlines.