Job Description
Description We are actively seeking a Technical Support Specialist to provide comprehensive IT support across both Tier 1 and Tier 2 levels within our Information Technology department. This integral role is responsible for maintaining our IT infrastructure, ensuring seamless operations at our outpatient healthcare clinics, and delivering exceptional customer service. A blend of technical skill, customer service acumen, and commitment to healthcare support is essential. The role is dynamic, requiring up to 35% regional travel to support our network of clinics. Experience with Fortinet, DialPad, Rightfax, Intune, and iPads & Mobile Device Management is considered a significant advantage.
Responsibilities: Provide first-level support, acting as the initial point of contact for IT-related queries, and efficiently resolving user issues.
Handle escalated issues by directing them to appropriate resources or managing them as part of Tier 2 support responsibilities.
Perform on-site visits to outpatient healthcare clinics to troubleshoot and resolve complex technical issues, ensuring continuous IT operations.
Install, configure, and troubleshoot various end-user hardware, software, network devices, and peripherals.
Use diagnostic tools for network connectivity issue troubleshooting, manage IT inventory, and monitor software licenses.
Manage, route, and redirect problems to the right resources, update customer data, and generate activity reports.
Assist users through problem-solving processes, ensure issue resolution, and gather feedback.
Provide exceptional customer service, exceed expectations, and document interactions to help enhance processes.
Train clinic staff on IT protocols, problem resolution, and the use of IT tools and systems.
Continuously improve knowledge of help desk procedures, products, and technology trends.
Assist in the implementation of new technologies and systems, maintain IT documentation, and adhere to SOPs.
All other duties assigned within the scope of the department.
Skills & Qualifications: At least 5 years of experience in IT support, including Tier 1 and Tier 2 roles.
Proficiency in Helpdesk Ticketing Systems, Microsoft 365 Suite, Office 365, Azure, and Active Directory management.
Solid knowledge of hardware, operating systems, network infrastructure, and troubleshooting practices.
Experience with Fortinet, DialPad, Rightfax, Intune, iPads and Mobile Device Management is highly regarded.
Understanding of TCP/IP, network layering, and connectivity issues.
Experience with EMR (Electronic Medical Records) systems is preferred.
Strong problem-solving, customer interaction, and communication skills.
Ability to work independently, manage time effectively, and multitask in a dynamic environment.
Associate in Information Technology, Computer Science, or related field.
Certifications such as CompTIA A+, Network+, or Microsoft Certified Professional (MCP) are valuable and may serve in place of Associate's.
Working Conditions: Requires the ability to travel regionally up to 35% of the time to various clinic locations (Valid Driver's License and Insurance are required).
May involve lifting and transporting IT equipment up to 50 lbs.
Application Instructions: Interested candidates should submit a detailed resume that highlights relevant experience and qualifications, a cover letter that discusses your fit for the role and your contributions to our team, and any pertinent certifications.
We are eager to onboard a Technical Support Specialist who is passionate about making a meaningful impact in healthcare through exceptional IT support.
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