IT Support Technician II
About The Position
We are seeking a dedicated IT Support Technician to join our Ambulatory Desktop Support team, providing exceptional technical support across a geographically dispersed network of physician practices and urgent care sites. The ideal candidate will possess a strong blend of technical expertise and soft skills, ensuring a secure and efficient IT environment while delivering excellent customer service to clinical and administrative end users. This may include diagnosis and troubleshooting of all organizational software, hardware, and mobile devices, as well as remote-first triage, on-demand dispatch, and scheduled "milk-run" site circuits. They serve as an escalation point for Level 1 techs and act as the on-site technical presence for their assigned zone or circuit. The technician will primarily operate out of the ambulatory dispatch hub at 435 South St, with rotating coverage of urgent care and practice sites. Position may be assigned to any Atlantic Health facility, and hours may be modified at the discretion of Information Technology Management as necessary to provide reliable ambulatory support coverage aligned with practice hours.
Requirements
- Strong knowledge of end-user computing, network-based PC/workstation systems, and hardware
- Strong consultative and communication skills
- Strong analytical abilities and decisiveness
- Basic understanding application, and end user workflows
- Ensure data security and compliance with healthcare regulations
Nice To Haves
- Experience leading projects from inception to completion, ensuring timely delivery and adherence to quality standards
- Collaborating/mentoring with other members of the IT team to develop and implement new technologies
- Follow Problem Management workflows to solve complex incidents and be a key stakeholder in problem resolution and knowledge sharing
- Perform basic to moderate configuration and repair of end user equipment, peripherals and mobile devices
- Responsible for partnering with the business units supported to understand the business impact of support issues Restoration and migration of user data
- Video Conference room equipment support and meeting support
- Potential after-hours support requirements
- Train end users on technology best practices
- Responsible for owning and supporting various applications in the CMDB
- Responsible for managing assets information, validation and conducting audits in the CMDB
Responsibilities
- Uphold our commitment to customer service excellence, acting as an ambassador of the department in a professional manner
- Experience leading projects from inception to completion, ensuring timely delivery and adherence to quality standards
- Strong knowledge of end-user computing, network-based PC/workstation systems, and hardware
- Collaborating/mentoring with other members of the IT team to develop and implement new technologies
- Follow Problem Management workflows to solve complex incidents and be a key stakeholder in problem resolution and knowledge sharing
- Respond to requests for technical assistance, providing first level technical support and timely resolution or escalation of hardware and software issues
- Ensure data security and compliance with healthcare regulations
- Basic understanding application, and end user workflows
- Strong consultative and communication skills
- Strong analytical abilities and decisiveness
- Responsible for maintaining and implementation of end user technology life cycle management processes including technology procurement, refresh, and disposition
- Perform basic to moderate configuration and repair of end user equipment, peripherals and mobile devices
- Responsible for partnering with the business units supported to understand the business impact of support issues Restoration and migration of user data
- Video Conference room equipment support and meeting support
- Potential after-hours support requirements
- Train end users on technology best practices
- Respond to all email, phone calls and service assignments in a timely manner
- Responsible for owning and supporting various applications in the CMDB
- Responsible for managing assets information, validation and conducting audits in the CMDB
Benefits
- Medical, Dental, Vision, Prescription Coverage (22.5 hours per week or above for full-time and part-time team members)
- Life & AD&D Insurance.
- Short-Term and Long-Term Disability (with options to supplement)
- 403(b) Retirement Plan: Employer match, additional non-elective contribution
- PTO & Paid Sick Leave
- Tuition Assistance, Advancement & Academic Advising
- Parental, Adoption, Surrogacy Leave
- Backup and On-Site Childcare
- Well-Being Rewards
- Employee Assistance Program (EAP)
- Fertility Benefits, Healthy Pregnancy Program
- Flexible Spending & Commuter Accounts
- Pet, Home & Auto, Identity Theft and Legal Insurance
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
