The IT and Medical Systems Technician is an entry level member of the IT team that supports the entire organization with locations throughout multiple states. This is a technical position that provides user provisioning and end-user technical support including general maintenance tasks, troubleshooting, and repairing computer systems as well as peripheral equipment throughout the organization remotely and locally. The Technician will work on projects where judgment and initiative are required in resolving problems and making recommendations. In addition, this role is part of the team that provides primary IT EMR support.
Duties/Responsibilities: Technical Support:
- Serve as a primary and secondary point of contact for end user support requests with the aim to restore normal service of systems as quickly as possible by minimizing the impact to the end-user business tasks. This includes actively troubleshooting and resolving escalated end-user requests within established IT guidelines.
- Onsite and remote support troubleshooting of standard hardware and software issues. This includes iMedicware (IMW), Windows 10 laptops, applications, network connectivity, phones, and eye care medical equipment.
- Build rapport and maintain relationships with our employee customers and keep them informed of the progress
- Escalate incidents with accurate documentation to appropriate IMW representatives when needed
- Use remote tools and diagnostic utilities to aid in troubleshooting
- Record, track, and document the incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution
- Provide technical support and training to end users via video, email, phone and\or other methods
End User Computing Administration:
- Provisioning and revoking account access to technology systems, including IMW; cloud-based systems; and business applications
- Collaborate with IMW Infrastructure Engineering team for problem resolution and new projects/initiatives
- Asset management including managing and coordinating hardware deployments and disposals
- Working with 3rd party vendors for hardware and software procurement
Requirements
Required Skills/Abilities:
- Strong customer service skills with a focus on delivering an exceptional customer experience
- Strong knowledge and experience supporting Microsoft Windows 10 in a business environment
- Good technical knowledge of PC and desktop hardware and PC internal components
- General knowledge of networking protocols (Wireless, DHCP, DNS, VPN)
- Proficiency with Office 365 including Microsoft Outlook, Teams, Excel, and PowerPoint
- Strong written and verbal communication
- Excellent time management, organizational, prioritization skills and ability to balance multiple priorities
- Ability to conduct research on equipment issues and products as required
- Must understand and record the relevant aspects of any issues in the ticketing system
- Highly self-motivated, with the ability to prioritize and execute tasks
- Must possess the physical, mental, and cognitive skills needed to complete essential tasks, including abilities such as learning, remembering, focusing, categorizing, and integrating information for comprehension, problem-solving, and timely decision-making.
Education and Experience:
- High school/GED with at least 2 years of experience in hardware and software support
- Experience supporting both technical and non-technical users, and can tailor your communication to the audience
- Experience working in a team-oriented, collaborative environment
Physical Requirements:
- Sitting, Standing, Bending, Reaching, Stooping, Walking and Lifting
- Ability to see, hear, and speak with sufficient capability to perform assigned tasks
- Driving independently to other facilities
Working Conditions: · Travel between RI and MA weekly·
Please note this job description is not designedto cover or contain a comprehensive listingof activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
We are an Equal Opportunity Employer. This company does not and will not discriminate in employment and personnel practices on the basis of race, sex, age, handicap, religion, national origin or any other basis prohibited by applicable law. Hiring, transferring and promotion practices are performed without regard to the above listed items