Technical Customer Support Manager jobs in New Britain, CT

Description

Who we are: 

Spire Orthopedic Partners is a growing national partnership of orthopedic practices that provides the support, capital and operational resources physicians need to grow thriving practices for the future. As a Management Services Organization (MSO), Spire provides the infrastructure for administrative operations that allows practices to operate at their highest level, so doctors can focus their efforts on what matters most – patient care. The Spire network spans the Northeast with more than 1,300 employees, 130 physicians, and 28 locations in Connecticut, New York, and Massachusetts.

What you’ll do: 

Responsibilities/Duties include but are not limited to the following:

• Be a proactive, self-motivated IT professional who is interested in new technologies and working for a fast-paced growing organization. 
• Actively monitor, prioritize, and manage requests for technical support. 
• Provide accurate detailed work notes into the service desk to ensure co-workers and end users are aware of work status and resolutions. 
• Provide white glove support to Executives, Physicians, and clinical staff. 
• Identify, research, and resolve complex technical problems. 
• Perform administrative duties and document internal procedures. 
• Collaborate with team members and Management to ensure user-friendly solutions and services are delivered. 
• Configure and deploy IT and medical device equipment as well as manage inventory tracking. 
• Research problems and identify trends in support requests. 
• Facilitate video conferencing sessions with products such as Teams, Zoom and Webex. 
• Provide outstanding communication with IT management, team members and business stakeholders. 
• Assist with onboarding and off boarding users. 
• Instruct employees in the proper use of equipment, software, and devices. 
• Responsible for deploying approved software configurations and updates, hardware maintenance and troubleshooting. 
• Troubleshoot and trace network cabling and Wi-Fi infrastructure. 
• Troubleshoot, configure, and deploy IP telephony solutions. 
• Create internal and End- User IT training documentation for existing and new deployments or IT initiatives. 
• Participate in regular on-call rotating shifts as needed. 
• Travel between Spire Orthopedic Partner locations as required. 

Qualifications

Who you are:

Qualifications:

• Basic project management and organization to handle multiple projects/deployments and deadlines effectively. 
• Leads projects/deployments independently. 
• Advanced working knowledge of Windows 10/11 and Microsoft 365 products.  
• Strong Remote Control support skills using tools such as ConnectWise Control and GotoAssist/QuickAssist. 
• Network connectivity troubleshooting. 
• Copier/MFP/Printer troubleshooting. 
• Advanced troubleshooting of Mobile Operating Systems: iOS, Android 
• Working knowledge of MAC Operating Systems. 
• Experience working with virtual service desktops and related hardware /troubleshooting scenarios. 
• Fundamental understanding of network and server technology concepts. 
• Fundamental understanding of IP addressing, subnetting and VLAN concepts.  
• A firm understanding of enterprise IT policies and security procedures. 
• Experience using and/or troubleshooting Windows 10/11 in an Azure/Hybrid joined / Intune environment. 
• Well-rounded confident helpdesk phone acumen to get users back to work with little or no downtime.  
• Experience dealing with manufacturer vendor support to get requests processed faster. 
• Up-to-date technical knowledge and adaptable to new products. 
• In-depth understanding of the software and equipment used by the organization. 
• Practical understanding of the ITIL framework. 

Education and Experience 

• Healthcare/Finance experience is strongly preferred. 
• Associates or bachelor’s degree with a technical focus or equivalent experience. 
• Minimum of 5 years of progressive hands-on IT experience and customer service in an enterprise IT environment. 
• A /Network Certifications strongly preferred. 
• ITIL Foundations is preferred. 
• Additional Industry related certifications are a plus. 

Physical Demands 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. They should be able to work with objects up to 50 lbs., be able to sit or stand for extended periods of time as well as navigate through our sites. Crawling under desks, in network racks, etc. as needed. 

What we offer: 

• Excellent growth and advancement opportunities 
• Dynamic environment 
• Access to a diverse network of practitioners 
• Broad infrastructure of tools and programs to enhance the employee experience    
• Competitive Compensation 
• Generous PTO  
• Benefits package: health, dental, vision, 401(k), etc. 

We are an equal-opportunity employer. Qualified Applicants are considered for positions and are evaluated without regard to actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex, or gender (including pregnancy, childbirth, and related medical conditions), gender identity or gender expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, protected medical condition as defined by applicable state or local law, genetic information, or any other characteristic protected by applicable federal, state, or local laws and ordinances (referred to as “protected characteristics”).  

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