Field Support Engineer - Revo Health

Revo Health•Bloomington, MN

12d•Hybrid

About The Position

The Information Technology Field Support Engineer provides primary technical support to end-users on PC and phone related troubleshooting while demonstrating strong customer service skills. This position will support employees in interfacing with network, phone systems and software applications. This position will be expected to work both from the corporate office as well as in clinic and surgery center spaces. Full-time role Monday - Friday 8:00 AM - 5:00 PM out of our Bloomington locaiton. Revo Health is a professional services company that partners w/multiple healthcare groups to deliver exceptional patient care. This position will be employed through Revo Health, working closely w/Infinite Health Collaborative (i-Health) & its operating divisions. Responsibilities include answering IT Service Center calls, diagnosing problems, troubleshooting, and providing timely resolutions to ensure each employee has the tools to operate at maximum efficiency. The ability to recognize and escalate priority issues and translate technical terms into non-technical language is critical to the success of this role

Requirements

2+ years of IT Experience (Help Desk Preferred)
3+ years of Customer Service (IT Preferred)
Support of Virtual Desktop System such as Omnissa’s Horizon
Support of M365 Administration
Ability to lift and carry equipment weighing up to 50 pounds and occasionally up to 75 pounds.
Visual acuity to read electronic and paper documents.
Auditory ability to participate in phone or video calls clearly.
Manual dexterity to operate standard office equipment (e.g., computer, phone, printer).
Comply with company policies, procedures, practices, and business ethics guidelines.
Comply with all applicable laws and regulations, (e.g. HIPAA, Stark, OSHA, employment laws, etc.)
Demonstrate prompt and reliable attendance.
Work at an efficient and productive pace, handle interruptions appropriately, and meet deadlines.
Prioritize workload effectively.
Communicate respectfully and professionally in face-to-face, phone and email interactions.
Apply principles of logical thinking to define problems, establish facts, and draw valid conclusions.

Nice To Haves

Bachelor’s Degree (Technical Discipline Preferred)
3+ years of IT Help Desk Experience
Support of EMR Systems
M365 Certified: Copilot, Agent Administration Fundamentals

Responsibilities

Respond to and resolve daily technical problems in a professional and timely manner.
Track and monitor trouble ticket submissions to ensure a timely and effective solution (may include PCs, printers, E-mail, voicemail, desktop applications, fax machines, web pages, and software applications).
Ensure tickets are resolved in a timely manner and alert management of exceptions.
Escalate tickets, if necessary, to other personnel for resolution based on required skill set.
Provide updates, status, and completion information to end users via a work order tracking system.
Assist in monitoring and analyzing network systems, switches, servers, and firewalls.
Install, configure and support PCs for all users with Windows Operating System, MS Office, Internet Explorer, anti-virus, and other needed enterprise applications.
Support remote users and users in clinical offices by ensuring consistent level of end user support across the organization.
Support and maintain user account information including access rights, security, and systems groups.
IT projects, including new software/hardware implementation.
New office installation.
Provide IT services for Revo/i-Health events/conferences.
Involvement with IT training projects.
Ability to lift 50-70 pounds (e.g. PCs, printers); bend, stoop, stretch and understand and practice safe lifting techniques to avoid personal injury.
Occasional opportunities to participate in after-hours on-call work.
Occasionally participate in community functions relating to outreach events throughout the year.
Any and all other duties as assigned