IT Support Engineer

Overview

We are seeking an IT Support Engineer to join the team. Candidate should have solid IT related training or experience, be an analytical thinker and possess fantastic customer service skills. As an IT Support Engineer, you will join a team of IT professionals to drive increased customer service levels through rapid response and effective issue resolution for our hospital and corporate staff. This full-time position primarily handles front line incident-based support but may also be directly assigned project related tickets based on the complexity and priority of the request as workload dictates. This role is responsible for escalating issues to the L3 Engineers, Team Lead, Partner Service Desks and secondarily to the CIO when additional technical assistance is required. In addition to owning and ensuring that support requests are resolved properly the first time, the Technician is also responsible for meeting SLA’s. This role will be remote position, but require up to 50% travel to hospitals throughout Northern Texas/Dallas area. Must have the ability to cover travel expenses personally and be reimbursed for expenses within a period of time per the company’s policy. Responsibilities shall include: • Serve as the first/second/third tier of support for response to inbound technical support requests and manage these requests through use of the ticketing system and escalate as needed. • Troubleshoot, diagnose and resolve end-user hardware, software, and network related issues via remote management tools, via phone and through onsite service calls. • Provide support for Microsoft Windows operating systems and productivity applications. • Develop, track and maintain IT documentation within Zendesk and IT Glue. • Standard system administration duties including Office 365 administration, System/Application install and patch management, Windows problem determination and resolution, log analysis, etc • Remote end-user training/works with staff to enable them to use technology effectively • Always follow IT security policies and procedures. Responsible to practice security compliance e.g. HIPAA considering data and network protection of the company and clients • Workstation performance tuning/re-provisioning, Printer/scanner setup-installation-maintenance • Responsible for security and antivirus software • Communicate to customers clearly, effectively, professionally, and stay up to date with system information, changes, and updates Successful candidate will possess: • Associate’s or Bachelor’s degree in a relevant field or equivalent working experience. • Technical certifications preferred. • Minimum of 5-7 years direct experience in an IT support role providing support for end-users in a business/healthcare environment. • Excellent customer service, oral and written communication skills. • A strong work ethic with the ability to drive tasks through to completion. • Strong multitasking skills. • The ability to thrive under pressure. • Ability to work independently, show initiative, possess a pro-active attitude • Demonstrate ability to work with multiple levels of personnel within the organization • Demonstrates integrity and honesty • Demonstrate good judgment and show follow-through skills • Organize responsibilities and set priorities • Communicate effectively and clearly; orally, electronically, and in writing • Ability to read and comprehend written instructions • Consistently demonstrate a professional, positive, and approachable attitude/demeanor and discretion • Demonstrate sensitivity in handling confidential information • Excellent customer service skills • Minimum 5 years’ experience providing technical support Technical Skills • Microsoft Office Programs • Microsoft Desktop Operating Systems • Microsoft Server Administration including Active Directory, Exchange Server and Office 365 • Intermediate VMware ESXi & Hyper-V administration knowledge is preferable • Fundamental knowledge of configuring network devices is preferable • Ability to work independently in a remote setting

Qualifications

• Associate degree or higher
• IT Support (5+ years)

• Please, list any Technical Certifications.

Company

Our client is a Hospital and Health Care company that is one of the leading mental and behavioral health care providers in the country for children, adolescents, adults and senior adults. We deliver hope to our patients through the delivery of comprehensive and dedicated treatment programs.