Service Desk Engineer

Overview

• Provide advanced technical support for healthcare clients, addressing complex issues across servers, networks, desktops, printers, and telephony systems.
• Serve as an escalation point for intricate technical problems, ensuring timely and effective resolutions.
• Collaborate with account managers and customer success teams to enhance client satisfaction and operational efficiency.
• Contribute to the development and maintenance of the Service Desk knowledge base for streamlined operations.
• Analyze and document software requirements, ensuring compliance with industry standards and regulations.
• Participate in on-call rotations to provide continuous support and address urgent issues.
• Support healthcare-specific systems, including EHR platforms and HIPAA-compliant environments.
• Maintain a professional office environment, utilizing standard equipment and tools effectively.

Key Responsibilities & Duties

• Deliver 3rd-level technical support through desk-side, remote, and local office services.
• Monitor incident trends, identify recurring issues, and implement resolutions to prevent recurrence.
• Create and maintain knowledge base articles to improve first-line resolution rates.
• Provide guidance for escalated service issues, ensuring adherence to documented processes.
• Install, configure, and maintain desktop hardware and software, ensuring optimal performance.
• Support VPN clients, LAN/WAN infrastructure, and applications in RDS or Citrix environments.
• Perform root cause analysis and document solutions for recurring technical problems.
• Collaborate with internal teams to deliver effective customer support services.

Job Requirements

• Bachelor’s degree in Information Technology, Computer Science, Engineering, or related field preferred.
• Minimum of 5 years of IT experience supporting healthcare industry clients and systems.
• Proficiency in EHR systems, HIPAA regulations, and healthcare-specific technical environments.
• Experience with Microsoft operating systems, Office Suite, Active Directory, and Microsoft 365 administration.
• Advanced knowledge of server operating systems, DNS administration, and virtualization technologies.
• Strong problem-solving skills and ability to communicate technical concepts effectively.
• Ability to manage time efficiently, prioritize tasks, and maintain composure under pressure.
• Experience with ConnectWise Manage or similar ticketing systems is highly desirable.