IT Support Engineer

Pediatrics Plus•Springdale, AR

8d•Hybrid

About The Position

At Pediatrics Plus, we are looking for an IT Support Engineer to join our team! Pediatrics Plus is a specialized pediatric healthcare provider. We are committed to helping children succeed in all stages of life through evidence-based therapy and education, diagnostic services, state-of-the-art facilities, specialized equipment, family support, and community investment. What you will do: The IT Support Engineer will install, troubleshoot, maintain, and support hardware, software, and technology systems throughout the company. They provide experienced technical support to team members both remotely and onsite at Pediatrics Plus locations. The IT Support Engineer will regularly travel to Pediatrics Plus locations to provide both reactive technical support and proactive maintenance, helping ensure technology is reliable and operating effectively across the company. Hardware and Device Support Set ups, configures, maintains, and troubleshoots computers, monitors, printers, mobile devices, and other technology equipment. Diagnoses and resolves hardware and peripheral issues. Assists with deployment and replacement of technology equipment. Software and User Support Troubleshoots Microsoft applications, operating systems, remote access, and other business applications. Manages users, passwords, permissions, and basic configurations in Active Directory and Microsoft 365. Installs, configures, updates, and troubleshoots software applications. Provides technical assistance to team members both remotely and onsite. Network and Systems Support Troubleshoots common network and connectivity issues. Assists with wireless, printer, and network troubleshooting. Escalates more complex server, network, security, and infrastructure issues to the appropriate IT team member. Assists senior IT staff and outside providers with system maintenance and technology projects. Help Desk and Customer Service Tracks, prioritizes, monitors, and resolves tickets in the ticketing system. Handles technical issues independently when within the scope of the role. Recognizes when an issue requires escalation and communicates relevant information to the appropriate resource. Provides excellent customer service and communicates technical information clearly to non-technical team members. Clinic and Field Support Regularly travels to Pediatrics Plus locations within approximately a two-hour driving radius to provide onsite IT support. Responds to technology issues that require onsite troubleshooting and resolution. Conducts proactive visits to Pediatrics Plus locations to identify and address potential technology issues before they impact operations. Installs, configures, replaces, and troubleshoots computers, printers, network-connected devices, and other technology equipment at Pediatrics Plus locations. Builds strong working relationships with leadership and team members and serve as a trusted onsite IT resource. Coordinates with other IT team members and outside providers when issues require additional technical expertise. Documents work performed, equipment changes, and unresolved issues following site visits. IT Operations Tracks and monitors technology inventory. Maintains accurate documentation of equipment, systems, and common support procedures. Assists with new team member technology setup and team member offboarding. Identifies recurring technical issues and recommends practical improvements. Communicates effectively with outside contractors and technology providers. General Upholds and incorporates the core values, mission, and philosophy of Pediatrics Plus into all job responsibilities. Participates in one-on-one meetings with leader. Works collaboratively with other members of the IT team and departments throughout the company. Performs other related and non-related duties as assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Requirements

Strong technical troubleshooting and problem-solving skills.
Ability to independently resolve common hardware, software, user account, and connectivity issues.
Working knowledge of Windows operating systems and Microsoft applications.
Basic understanding of Active Directory, Microsoft 365, networking, and server environments.
Ability to recognize when an issue should be escalated to a more senior technical resource.
Strong organizational skills with attention to detail and accuracy.
Ability to manage multiple support requests and prioritize work appropriately.
Ability to independently manage a schedule that includes both planned location visits and unplanned/reactive support needs.
Strong customer service skills and ability to work effectively with non-technical team members.
Ability to communicate effectively and professionally with a wide variety of people.
Ability to document technical issues and solutions clearly.
Ability to work effectively both independently and as part of a team.
Ability to complete tasks in a timely manner.
Ability to maintain regular and punctual attendance.
Travel will be required.
Must possess a valid driver's license in the state of Arkansas and maintain an acceptable driving record.
Demonstrated experience troubleshooting Windows computers, software applications, printers, and peripheral devices.

Nice To Haves

Associate or college degree
Technical training or relevant certifications
3+ years of IT support experience
Experience supporting Microsoft 365 and Active Directory environments
Experience troubleshooting basic networking and connectivity issues

Responsibilities

Install, troubleshoot, maintain, and support hardware, software, and technology systems.
Provide technical support to team members both remotely and onsite.
Regularly travel to company locations to provide reactive technical support and proactive maintenance.
Set up, configure, maintain, and troubleshoot computers, monitors, printers, mobile devices, and other technology equipment.
Diagnose and resolve hardware and peripheral issues.
Assist with deployment and replacement of technology equipment.
Troubleshoot Microsoft applications, operating systems, remote access, and other business applications.
Manage users, passwords, permissions, and basic configurations in Active Directory and Microsoft 365.
Install, configure, update, and troubleshoot software applications.
Troubleshoot common network and connectivity issues.
Assist with wireless, printer, and network troubleshooting.
Escalate complex server, network, security, and infrastructure issues to the appropriate IT team member.
Assist senior IT staff and outside providers with system maintenance and technology projects.
Track, prioritize, monitor, and resolve tickets in the ticketing system.
Handle technical issues independently when within the scope of the role.
Recognize when an issue requires escalation and communicate relevant information.
Provide excellent customer service and communicate technical information clearly to non-technical team members.
Respond to technology issues that require onsite troubleshooting and resolution.
Conduct proactive visits to identify and address potential technology issues before they impact operations.
Build strong working relationships with leadership and team members and serve as a trusted onsite IT resource.
Coordinate with other IT team members and outside providers when issues require additional technical expertise.
Document work performed, equipment changes, and unresolved issues.
Track and monitor technology inventory.
Maintain accurate documentation of equipment, systems, and common support procedures.
Assist with new team member technology setup and team member offboarding.
Identify recurring technical issues and recommend practical improvements.
Communicate effectively with outside contractors and technology providers.
Uphold and incorporate the core values, mission, and philosophy of Pediatrics Plus.
Participate in one-on-one meetings with leader.
Work collaboratively with other members of the IT team and departments.
Perform other related and non-related duties as assigned.