IT - Advanced Support Representative

Esse Health•St. Louis, MO

26d

About The Position

Esse Health is the largest independent physician practice in the St. Louis Metropolitan area with over 100+ physicians, in 35+ locations, serving nearly 130,000 patients. We are leading the health care community by placing patients and their physicians at the center of health decisions. Esse Health is more than a healthcare provider - it's a place where medicine is a calling and not just a profession. It's a team of extraordinary medical professionals with the latest ideas for keeping patients healthier. Esse Health is currently seeking an Advanced Support Representative that will be based out of our Central Business Office/HUB in Town & Country, MO and will travel to visit Esse Health site locations. Summary: The Advanced Support Representative is responsible for system-level troubleshooting, maintenance, installation, and repair of all IT-related equipment across all Esse Health locations. This role serves as both a frontline and escalation point for the IT Help Desk, supporting end users with hardware, software, EHR (NextGen), and network-related issues. Working closely with network and system administrators, this position assists with the deployment, documentation, and support of IT infrastructure and systems. The ideal candidate is technically strong, highly customer-focused, and experienced in both hands-on technical support and service desk environments.

Requirements

Knowledge of ITIL service management
Experience with IT ticketing systems such as ServiceNow, ManageEngine, Remedy
Strong verbal and written communication skills
Customer service-focused with a collaborative team approach
Comfortable supporting users at all organizational levels
Strong troubleshooting and decision-making skills
Ability to prioritize tasks and manage multiple projects based on business needs
Solid understanding of computer hardware and software
Experience with Cisco switches, routers, and wireless technologies
Working knowledge of Windows Server 2022, Windows 11, Microsoft Office 365, DNS, DHCP, and endpoint configuration tools
Education: Associate degree in computer science preferred; equivalent experience may be considered
Experience: 6 or more years of hands-on field experience as a PC/Network Technician and at least 2 years in a fast-paced help desk or call center environment
This position operates in a standard office environment and requires the ability to:
Sit for extended periods while using a computer and standard office equipment
Perform repetitive tasks such as typing, data entry, and file organization
Lift or carry materials up to 25 pounds
Maintain focus and attention to detail in a sedentary role
Use personal insured vehicle for site-to-site visits
Physical requirements of the position include the ability to operate computer equipment as well as the ability to lift, carry and move computer equipment and supplies with reasonable accommodation.
Also, travel to remote sites as needed.

Nice To Haves

Knowledge of Cisco VoIP and Citrix Workspace is a plus
Familiarity with electronic health record systems such as NextGen is preferred

Responsibilities

Maintain communication with end users to ensure resolution and satisfaction with IT issues
Provide on-site and remote support for hardware, software, and peripheral equipment
Troubleshoot and resolve escalated help desk tickets independently
Deliver exceptional customer service and serve as a resource to other IT support staff
Install, upgrade, and maintain workstations, printers, and related equipment
Assist in training Help Desk staff to handle common level one support issues
Create and maintain documentation for recurring issues and system procedures
Notify the appropriate personnel in the event of network or system downtime
Support special IT projects including software pilots, system monitoring, and equipment deployment
Coordinate with network and system administrators on IT functionality and issue resolution
Participate in the on-call rotation and provide after-hours support when necessary
Contribute to department goals by promoting cost-effective, high-quality IT support
Perform other duties as assigned