IT Technical Support Engineer

Location:

Hiring Range:

Position Summary: The Technical Support Engineer position is one that provides rotational support for our clinics with “Hands On” technical support and training. This position will be responsible to ensure that the Tier 1 vendor is providing timely resolution to tickets. They monitor tickets, by clinic, to detect trends in technology issues and work with the SD Corporate team to implement solutions. This position requires the employee to travel to designated regional clinics to support daily technical operational issues, as required. This position will require Customer Relationship Management support as it applies to the technology infrastructure (Issues, risks, mitigation plans, clinic documentation, communication to IT group for clinic needs, and drive customer satisfaction)

Key Performance Areas

KPA 1 – Travel & Support for a Regional Rotation Schedule

Examples of job duties:

• Required to travel to assigned regional clinics on an approved rotation schedule. Provide communication to the OM of the clinic as to the final schedule and the process for notification of a change to the schedule.
• Required to be at clinic minimum 1 hour maximum all day.

KPA 2 – Customer Relationship Management

Examples of job duties:

• Develop relationships with all OM’s for region assigned and facilitate an open dialogue with the OM on needs of the clinic. Quarterly customer satisfaction surveys will be done to measure the quality of delivery of service to monitor employee’s performance

KPA 3 – Training

Examples of job duties:

• Facilitate training for new employees: profile build, access to applications, and security requirements. Work with the IT Training resource to conduct needed training for the clinic resources (face to face, webinar, online, etc)

KPA 4 – Sheldon/Dragon/WOW Support

Examples of job duties:

• Address physician’s issues as they relate to usage of Dragon.
• Engineer and support Telemedicine devices. Must have strong knowledge of wireless troubleshooting, A/V conferencing, and online meeting support.
• Be conduit to vendor for issue resolution or training needs.

KPA 5 – Special Project Technical Support (e.g. Titus)

Examples of job duties:

• The corporate IT department will be launching multiple technology projects for the clinics to improve the workflows or level of service. This resource will be the key interface to work with the clinics on coordination and communication of all project deliverables, as well as ongoing support of the new technology.

KPA 6 – Problem Management for Dedicated Region

Examples of job duties:

• Ability to proactively identify a problem. Must have understanding how to correctly categorize and prioritize the problem. While resolving the problem and provide detailed problem history to the appropriate internal business partner to assist in correcting the problem from reoccurring

KPA 7 – Citrix Front End Support

Examples of job duties:

• Strong knowledge of troubleshooting Citrix director, Citrix Receiver, UniPrint Print mapping, end-user profiles. Must understand Single Sign On and how this integrates with Citrix

Position Qualifications/Requirements

1. Education: Bachelor’s degree in computer science preferred

2. Previous Experience: 2-5 years Help Desk experience and proven experience documenting ticket detail to support development of knowledge-based articles for Tier 1.

3. Core Capabilities:

• Analysis & Critical Thinking: Critical thinking skills including solid problem solving, analysis, decision-making, planning, time management and organizational skills. Must be detailed oriented with the ability to exercise independent judgment.
• Interpersonal Effectiveness: Developed interpersonal skills, emotional intelligence, diplomacy, tact, conflict management, delegation skills, and diversity awareness. Ability to work effectively with sensitive and confidential material and sometimes emotionally charged matters.
• Communication Skills: Effective communication skills (oral, written, presentation), is an active listener, and effectively provides balanced feedback.
• Customer Service & Organizational Awareness: Strong customer focus. Ability to build an engaging culture of quality, performance effectiveness and operational excellence through best practices, strong business and political acumen, collaboration and partnerships, as well as a positive employee, physician and community relations.
• Self-Management: Effectively manages own time, conflicting priorities, self, stress, and professional development. Self-motivated and self-starter with ability work independently with limited supervision. Ability to work remotely effectively as required.
• Must be able to work effectively in a fast-paced, multi-site environment with demonstrated ability to juggle competing priorities and demands from a variety of stakeholders and sites.

4. Certifications/Licenses:

• ITIL, Microsoft, MAC, Citrix, UniPrint, (Desired)
• Valid state Driver’s License for travel to satellite offices and offsite meetings. Compliance with the company Driver Safety Operations and Motor Vehicle Records Check Policy is required

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