Help Desk Technician, Tier 1

Who are we?

We’ve been treating pain effectively through minimally invasive techniques since 1992. At American Pain Consortium (APC), our mission is to empower our providers, including board-certified pain management physicians, with exceptional patient care. We are driven to deliver a national platform for like-minded interventional pain providers seeking to help patients find symptom relief and lead a better quality of life. We invest in the people, processes, systems, credentials, and facilities that consistently yield exceptional medical, operational, and financial outcomes. Our footprint includes clinic and ambulatory surgery centers throughout Indiana and Ohio.

As an employer, we help our team to reach their maximum professional potential and create an environment conducive to our shared success. Our “why” centers around our 7 inspirations: the pursuit of excellence, empathy in everything we do, a culture of collaboration, open communication, creating a space for belonging, and ongoing innovation, which yields the result of bringing value.

What do we do?

Our goal at American Pain Consortium is to support our clinics that help patients seeking relief from pain, numbness, and tingling sensations that are often related to neuropathic pain or neuropathy, among many other forms of chronic pain. Even patients who have tried other pain treatments without success often benefit significantly from safe, effective treatment at American Pain Consortium. Our clinical multidisciplinary approach to care delivers the correct intervention to every patient, every time through various pain management procedures including injections, open surgical cases with general anesthesia, physical therapy, and psychological services. Our Providers focus on helping individuals improve functionality to restore a more meaningful lifestyle.

APC values individuals with a strong work-ethic, embracing why they want to serve in the healthcare industry while maintaining a work, family, and life balance. APC is seeking an IT Support Specialist wanting to learn, develop, and grow at their Support Office in Carmel, IN.

Job Summary

The Tier 1 Help Desk Technician is responsible for providing first-level technical support to end-users. This role involves troubleshooting hardware and software issues, responding to service requests, and escalating more complex issues to higher-level support as necessary. The ideal candidate will have strong communication skills, a customer-centric approach, and a basic understanding of IT systems and networks.

Essential Duties & Responsibilities (What You’ll Do)

• Provide first-line support to end-users for computer, application, system, device, and access issues.
• Set up new user accounts, permissions, and passwords, including imaging new computers for deployment for new users.
• Monitor daily computer systems to ensure optimal performance and security.
• ITSM Toolset Usage: Familiarity with using the ITSM toolset to manage and track incidents and service requests.
• RMM (Remote Monitoring and Management): Administer support and monitoring through the RMM tool.
• Technical Support: Provide technical support via phone, email, voicemail, instant messaging, and remote software.
• PSA: Monitor ticket queues for incoming support requests. Create tickets as needed for incoming calls, chats, and emails.
• SOP Maintenance: Participate in maintaining and improving Service Center standard operating procedures (SOPs). As well as creating any necessary IT documentation.
• Customer Service: Always be ready to help each customer to the best of your ability. As well as following every issue through to the end.

Stay current with the latest technologies and best practices for IT support.

· All other duties as assigned

Minimum Qualifications (What We Are Looking For)

• Excellent verbal and written communication skills.
• Excellent interpersonal and customer service skills.
• Excellent organizational skills and attention to detail.
• Excellent time management skills with a proven ability to meet deadlines.
• Strong analytical and problem-solving skills.
• Ability to prioritize tasks and to delegate them when appropriate.
• Ability to function well in a high-paced and at times stressful environment.
• Proficient with Microsoft Office Suite or related software.
• Strong supervisory and leadership skills.

·Education and/or Experience Requirements

• 2 years’ experience in a desktop support or IT support role preferred
• Software Knowledge: Strong knowledge of Microsoft Office Suite and related software.
• Operating Systems: Extensive experience with Microsoft operating systems.
• IT Security: Understanding of IT security concepts.
• Familiarity with common IT support tools and methodologies.
• Strong problem-solving and troubleshooting skills.
• Ability to work independently and as part of a team.
• Familiarity with AllScripts and/or eClinicalWorks or similar are advantageous.

Competencies

To perform the job successfully, an individual should demonstrate the following, which is included, but not limited, to:

• Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
• Customer Service - Responds promptly to customer needs; Responds to requests for service and assistance; Meets commitments.
• Respect for Others - Treats patients, physicians, and colleagues in a professional, respectful, compassionate manner.
• Respect for Privacy - Handles all patient, company, and staff information in a confidential manner compliant with all state and federal regulations and the APC Code of Conduct.
• Project Management | Develops project plans; Coordinates projects; Communicates changes and progress; Completes projects on time and budget.

Physical Requirements

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Standing and/or walking 50% of time
• Sitting 50% of the time
• Occasional lifting, climbing, carrying, stooping, kneeling, crouching, and reaching.

Supervisory Responsibilities

This position has no supervisory responsibilities

Travel

This position requires frequent travel. This role typically functions in a medical office environment but will require visits to external branch locations in both Indiana and Ohio.

On-call availability for emergencies or scheduled maintenance outside of normal business hours.

Benefits (Work Perks)

Included for all full-time positions

• Medical, Dental, and Vision Insurance
• Paid Time Off
• Paid Holidays
• Matching 401K plan
• Other

Equal Employment Opportunity

American Pain Consortium Management, its affiliates, and subsidiaries are an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, protected veteran status, national origin, sexual orientation, gender identity or expression (including transgender status), genetic information or any other characteristic protected by applicable law.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday
• On call

Application Question(s):

• What are your salary expectations?

Education:

• Associate (Preferred)

Experience:

• Desktop Support or IT Support Role: 2 years (Preferred)
• Microsoft Office Suite: 1 year (Preferred)

Ability to Commute:

• Carmel, IN 46032 (Required)

Work Location: In person