Desktop Support
About The Position
The IT Technical Support Engineer position provides rotational support for clinics with hands-on technical support and training. This role ensures the Tier 1 vendor provides timely ticket resolution, monitors tickets for technology issue trends, and collaborates with the SD Corporate team for solutions. The position requires travel to designated regional clinics for daily technical operational support. Responsibilities include Customer Relationship Management for the technology infrastructure, addressing issues, risks, mitigation plans, clinic documentation, and communicating clinic needs to the IT group to drive customer satisfaction. The employee will report to one main site and handle escalated tickets from the help desk, assisting end-users with various IT issues. Technical duties include supporting new hires, installing equipment, understanding network infrastructure, performing terminations, providing hardware/software support, and offering remote support. The role may also involve traveling to other clinics for emergency on-site issue resolution, with mileage reimbursement provided.
Requirements
- Desktop support
- Troubleshooting
- Windows 10
- Active directory
- Windows
- Customer service
- Hardware
- Technical support
- Help desk support
- Deployment
- Ticketing system
- 2-5 years Help Desk experience
- Proven experience documenting ticket detail to support development of knowledge-based articles for Tier 1
- 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
Nice To Haves
- Bachelor’s degree in computer science
- ITIL certification
- Microsoft certification
- MAC certification
- Citrix certification
- UniPrint certification
Responsibilities
- Provide rotational support for clinics with hands-on technical support and training.
- Ensure Tier 1 vendor provides timely resolution to tickets.
- Monitor tickets by clinic to detect trends in technology issues and work with the SD Corporate team to implement solutions.
- Travel to designated regional clinics to support daily technical operational issues, as required.
- Provide 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).
- Handle escalated tickets from the help desk as it relates to various IT issues end users may be experiencing.
- Assist with new hires, installing equipment, understanding patch and panel layout within closets, working with network teams, terminations, hardware/software support, and remote support.
- Travel to clinics for emergency on-site issue resolution, if needed.
Benefits
- Medical, dental & vision
- Critical Illness, Accident, and Hospital
- 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
- Life Insurance (Voluntary Life & AD&D for the employee and dependents)
- Short and long-term disability
- Health Spending Account (HSA)
- Transportation benefits
- Employee Assistance Program
- Time Off/Leave (PTO, Vacation or Sick Leave)
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
