Onsite IT Support Technician - Tier 2

Company Description

Our Healthcare IT Managed Service Provider (MSP) is looking for a highly skilled IT Support Technician T2 to be a critical part of their Managed Services Team and join their mission of revolutionizing Healthcare Information Technology. The IT Support Technician T2 will be responsible for analysis and alignment of customer IT infrastructures with the MSP's defined best practices. This person represents the front line of the service arm, is fanatical about excellent customer service and is passionate about solving business problems with technology. The ideal candidate will have 3 years in the technology field and will be working onsite at the MSP's client's healthcare facility  Healthcare industry experience is a plus.

Job Description

The IT Support Technician T2 will install and maintain computer systems and networks aiming for the highest functionality helping our client achieve and maintain their IT infrastructure needs. A successful IT Support Technician T2 must have a thorough knowledge of computer software and hardware and a variety of internet applications, networks and operating systems. This position involves using both technology skills and business acumen in support of our client’s systems as well as other technical request from management. She/He will work at the client site and is responsible for working closely with the client and cross-functional support teams to manage and maintain the local and wide area network technology used by our clients and everything in between.

The position requires network administration skills, in-depth workstation knowledge and management for both Windows and Mac operating systems. The goal is to build, maintain and improve the efficiency of systems and networks to optimize the role of technology for business sustainability. This requires focus and attention to detail, business intuition, excellent verbal and written skills, and the ability to professionally present ideas to all levels of the corporate structure.

Essential Duties and Responsibilities:

• Set up workstations with computers and necessary peripheral devices (routers, printers etc.) 
• Check computer hardware (HDD, mouse, keyboards etc.) to ensure functionality
• Perform regular, proactive service implementing best practices and standards
• Minimize reactive issues through understanding and accurately applying existing proactive services
• Drive the technical relationship with the client
• Collaborate with vCIO, Customer Experience, and Service Team to ensure excellent customer service is being delivered
• Business awareness: learn and understand the customer’s business and how IT relates to their company strategy and goals
• Install and configure appropriate software and functions according to specifications
• Develop and maintain local networks in ways that optimize performance
• Ensure security and privacy of networks and computer systems
• Provide orientation and guidance to users on how to operate new software and computer equipment
• Troubleshooting multi-site Active Directory 2003/2008/2012 environments
• Troubleshooting Microsoft Exchange 2007/2010/O365 environments
• Workstation management and troubleshooting
• Organize and schedule upgrades and maintenance without deterring others from completing their work
• Perform troubleshooting to diagnose and resolve problems (repair or replace parts, debugging etc.)
• Maintain records/logs of repairs and fixes and maintenance schedule
• Identify computer or network equipment shortages
• Improve customer service, perception, and satisfaction
• Escalate service issues that cannot be completed within agreed upon service levels agreements
• Document internal processes and procedures related to duties and responsibilities
• Responsible for diligently entering all time and expenses in ticketing system (ConnectWise) as they occur

Qualifications

• Degree in Computer Science, related field or equivalent on the job work experience
• 3 years in the technology field
• Proven experience as IT Technician or related position
• Outstanding organizational and time-management skills
• In depth understanding of diverse computer systems and networks
• Good knowledge of internet security and data privacy principles
• Excellent troubleshooting skills
• Understanding of support tools, techniques, and how technology is used to provide IT services
• The willingness to generate and maintain clear technical documentation and records
• The ability to provide technical support and problem resolution for unfamiliar software and hardware
• Familiarity with ticketing systems or managed services automation tools
• The capacity to learn existing and emerging technologies
• The ability to prioritize tasks/projects is a must for this position
• Exceptional communication skills
• Ability to adapt to changes quickly
• Self-motivated with the ability to work in a fast-moving environment
• A reliable vehicle to travel locally to client sites when necessary
• Ability to pass a background check

Preferred experience

• Degree in Computer Science, or related field
• Healthcare IT experience
• Certification as IT Technician (e.g., CompTIA A , Microsoft Certified IT Professional)
• CCNA - networking level
• Citrix
• Professional IT Certifications, such as MCSA, or MCSE, Citrix CCEA or CCIA, Cisco CCNA, CCNP, CCIE, or VMware VCP

Additional Information

If you believe you have the necessary skills and experience for this role, please submit a current resume and state your salary requirements.