Lead impactful technical support initiatives in healthcare IT environments. Collaborate with dynamic teams to resolve complex issues and enhance service efficiency. Gain valuable experience with cutting-edge technologies.
Service Desk Engineer
in Information Technology PermanentJob Detail
Job Description
Overview
- Provide intermediate technical support for healthcare clients, ensuring system stability and resolving complex incidents.
- Act as an escalation point for Level 1 support, diagnosing and implementing solutions.
- Support servers, networks, desktops, printers, and telephony systems in diverse environments.
- Collaborate with account managers and customer success teams to improve service efficiency.
- Contribute to the knowledge base by documenting solutions and analyzing recurring issues.
- Participate in on-call rotations to address urgent technical issues effectively.
- Work in a professional office environment, utilizing standard equipment and tools.
- Minimal travel required, focusing on local office and remote support tasks.
Key Responsibilities & Duties
- Provide Level 2 technical support through desk-side, remote, and local office services.
- Monitor incident trends to identify and resolve recurring technical issues.
- Collaborate with account managers on escalated customer service issues.
- Develop and maintain support documentation to enhance service desk operations.
- Ensure timely resolution of incidents within agreed SLAs and policies.
- Install, configure, and troubleshoot desktop hardware and software systems.
- Perform root cause analysis and implement solutions for complex problems.
- Support and administer network infrastructure and VPN clients effectively.
Job Requirements
- Bachelor’s degree in Information Technology, Computer Science, or related field preferred.
- Minimum of 5 years of IT experience, preferably in healthcare industry support.
- Proficiency in Microsoft operating systems, Office Suite, and Active Directory functions.
- Experience with EHR systems, HIPAA regulations, and ConnectWise Manage software.
- Strong knowledge of LAN/WAN infrastructure, VPN administration, and Citrix environments.
- Expertise in Office 365 administration, DNS management, and NTFS file permissions.
- Experience with virtualization technologies like VMWare and HyperV.
- Excellent problem-solving, communication, and organizational skills.
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