Role Summary

The IT Support Technician is responsible for proactively and reactively handling the technology needs and requirements of Doctors, Nurses, Medical Assistants and Finance/Administrative departments. Travel to other Open sites will be periodically required.  This position mandates a high level of interaction and engagement with senior executives, doctors, and a growing staff base, working in a fast-paced and dynamic organization.  The role is responsible for all technology support; including but not limited to, installation, configuration, and troubleshooting of a wide range of technologies including desktops, laptops, audio/video, mobile devices, Meraki networking, cloud technologies and specific medical-related devices and applications. The role also required on-call support coverage and weekend remote coverage on a rotational basis.   

Day-to-Day Job Duties Include:

• Provide IT support to a growing staff of 400+ people consisting of Doctors, Nurses, Medical Assistants and Finance/Administrative departments.   
• Identify and pursue new and innovative ways to improve processes, delivery of support, and technology solutions in general.   
• High level of customer focus with due care and attention to priority issues.   
• Assist with the on-boarding process, prepping and deploying systems, as well as training and educating new hires during IT orientations.   
• Manage our asset life cycle and IT procurement process, maintaining hardware inventory, accurate cycle counts, and decommissioning processes.   
• Help to evaluate hardware and software solutions and participate in IT projects.   
• Resolve technical problems with LAN, WAN, VPN, WiFi, Print Servers and other back-office systems.   
• Oversee, support and troubleshoot our A/V conferencing systems in multiple conference rooms/offices.   
• Generate/Track/Close tickets for all IT related issues in a timely and consistent manner as defined by our SLA policies while maintaining a positive customer satisfaction rating.   
• Work closely with 3rd party vendors providing various technology services.   
• Work closely and actively as part of a broader team of IT professionals at various remote locations (domestic and international). In addition, help provide coverage and support as needed.   
• Ensure documentation is captured appropriately and is easily accessible to the broader IT team.   

Education, Licenses, Certifications

Bachelor’s degree or equivalent combination of education and experience.

• Bachelor’s degree preferred  
• Strong service delivery focus and customer management skills.   
• Experience of supporting and maintaining Windows 10, Windows networking fundamentals, Laptops/Tablets, Excel, Outlook, Office 365 environment (Exchange, OneDrive/SharePoint, Teams etc.)   
• PC hardware and software troubleshooting skills and experience.   
• At least 2 years of experience in an IT Support role.   
• Exposure to ticketing systems, remote access technologies for support, Meraki networks, and RingCentral or similar phone platform.   
• Ability to work independently and to manage competing priorities.   
• Excellent skills/abilities in: organization, planning, multi-tasking, flexibility.   
• High level of professionalism and business acumen.   
• Very good written and verbal communication skills.   
• Ability to actively participate as part of a team.   
• Experience with Azure AD and Intune is a plus.   
• Professional IT work experience in the medical industry is a plus.   
• Microsoft Certifications are a plus.   

Employment Type

This is a full-time non-exempt position that requires early hours, rotational weekends and holidays.

Compensation

The salary range for this role is $25-30/hr. Salary is based on several factors including job related knowledge and skill set, depth of experience, certifications and/or degrees. 

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