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The Role
Provides account management and technical support for computer systems, software, and hardware. Installs, upgrades, modifies, repairs, and troubleshoots systems; runs diagnostics; responds to user queries; follows up on issue resolution; monitors daily system performance; and prepares reports.
Summary Generated by Built In
WHO WE ARE:
State of Franklin Healthcare Associates is a physician-led and team member-owned multi-specialty care group headquartered in Johnson City, TN with locations in the upper East Tennessee & Southwest Virginia region. Our mission is to improve the health and well-being of our patients and our team members.
PRIMARY RESPONSIBILITIES:
- Provide first-level technical support for desktops, laptops, printers, mobile devices, and Microsoft 365 applications.
- Demonstrate professionalism, discretion, and excellent customer service with all SOFHA personnel and remote users. Ask questions to determine the nature of the problem.
- Document support requests, resolutions, and asset information within the ManageEngine service desk application.
- Create, modify, and disable hybrid user accounts in Active Directory and Microsoft Entra ID.
- Install, configure, image, and troubleshoot current Windows desktop operating system workstations.
- Diagnose and resolve hardware, software, printer, and peripheral issues. Runs diagnostic programs to resolve problems.
- Follows up to ensure issue has been resolved.
- Assist with deployment of software updates and endpoint security patches.
- Assist with workstation deployments, equipment replacements, and inventory management.
- Troubleshoot basic network connectivity issues including TCP/IP, DNS, DHCP, Wi-Fi, and WFH connectivity.
- Demonstrate exceptional customer service, initiative, teamwork, and professionalism in the performance of daily responsibilities.
Education
- High school diploma.
- Associate’s degree in Information Technology, Information Systems, Computer Science or a related field preferred. Equivalent professional experience will be considered.
Requirements
- Valid driver's license with a satisfactory driving record required.
- Ability to safely operate company vehicles in support of daily job responsibilities.
- Ability to lift and transport computer equipment weighing up to 50 pounds, with assistance if needed.
- Ability to frequently walk, climb stairs, and work in a variety of clinical and office environments along with Work from Home setups.
Experience and Qualifications
- Basic understanding of Active Directory, Networking concepts, TCP/IP, DNS & DHCP.
- Familiarity with desktop imaging and hardware deployment, wireless networking and WFH setups.
- Familiarity with Microsoft Entra ID, Microsoft 365 applications, current Windows desktop operating systems environments.
- Strong troubleshooting, communication, and customer service skills.
- Installation, and troubleshooting. Proficient knowledge of all Microsoft 365 products. Hardware/software installation, upgrades, and troubleshooting. Experience in a physician office setting is preferable.
WHAT WE OFFER:
State of Franklin Healthcare provides a comprehensive and competitive total compensation package designed to meet the needs of our full-time team members to include:
- Company Provided Life and Accidental Death and Dismemberment Insurance
- Company Provided Long Term Disability Insurance
- 401(k) Company Contributions
- Employee Stock Ownership Plan
- Voluntary options for Medical, Dental, Vision, and additional Life Insurance.
- Company match in Health Savings Account Plans (restrictions apply)
- Vacation, Personal, Sick and Holiday Time Off
- An array of team member perks and discounts
- Tuition Assistance Programs
- And more!
Skills Required
- High school diploma or GED
- Bachelor's degree in information systems or a related field
- Basic understanding of Active Directory
- Basic understanding of networking concepts and TCP/IP
- Experience operating, installing, and troubleshooting Windows 10 and Windows XP
- Proficient knowledge of Microsoft Office products
- Hardware and software installation, upgrades, and troubleshooting experience
- Experience in a physician office setting
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The Company
What We Do
State of Franklin Healthcare Associates (SOFHA) is a physician-led, employee-owned multi-specialty primary care group located in Johnson City, Tennessee, providing state-of-the-art primary healthcare services.
