IT Support Technician II

Atlantic Health System•Newton, NJ

5h•$25 - $42•Onsite

About The Position

Atlantic Health is seeking an IT Support Technician II to join its Ambulatory Desktop Support team. The role provides technical support across a geographically dispersed network of physician practices and urgent care sites, serving clinical and administrative users. Work includes diagnosing and troubleshooting organizational software, hardware, and mobile devices; remote-first triage; on-demand dispatch; and scheduled site circuits. The technician acts as an escalation point for Level 1 technicians and as the on-site technical presence for an assigned zone or circuit. The position primarily operates from the ambulatory dispatch hub at 435 South St, with rotating coverage at urgent care and practice sites. The employee may be assigned to any Atlantic Health facility. Hours may be modified by Information Technology Management to support practice coverage, which is approximately 7 a.m.–7 p.m. Monday through Friday, with weekend and urgent care rotations as needed. After-hours support may also be required.

Requirements

At least 2 years of experience in desktop support, preferably in a healthcare setting.
Associate degree or equivalent work experience; an associate degree is preferred.
Basic understanding of networking concepts for supporting healthcare facility infrastructure.
Demonstrated cybersecurity skills to protect patient information and healthcare systems.
Basic understanding of cloud services and virtual desktop infrastructure, such as VDI and Citrix.
Strong communication skills, including the ability to explain technical issues in layman's terms, and active listening skills.
Commitment to continuous learning and adapting to new technologies and software updates.
Strong consultative and communication skills.
Strong analytical abilities and decisiveness.
Basic understanding of applications and end-user workflows.
Strong knowledge of end-user computing, network-based PC/workstation systems, and hardware.

Nice To Haves

Microsoft certifications or other IT-related certifications.
Experience leading projects from start to finish.
Healthcare-setting desktop support experience.

Responsibilities

Uphold customer service excellence and represent the department professionally.
Lead projects from inception through completion, ensuring timely delivery and quality standards.
Collaborate with and mentor IT team members to develop and implement technologies.
Follow Problem Management workflows to resolve complex incidents and contribute to problem resolution and knowledge sharing.
Respond to technical assistance requests, providing first-level support and timely resolution or escalation of hardware and software issues.
Help ensure data security and compliance with healthcare regulations.
Maintain and implement end-user technology lifecycle processes, including procurement, refresh, and disposition.
Configure and repair end-user equipment, peripherals, and mobile devices at a basic to moderate level.
Partner with supported business units to understand the business impact of support issues.
Restore and migrate user data.
Support video-conference room equipment and meetings.
Train end users on technology best practices.
Respond to email, phone calls, and service assignments in a timely manner.
Own and support applications in the CMDB.
Manage asset information, validate records, and conduct CMDB audits.
Provide technical support through remote-first triage, dispatch, and scheduled site circuits.
Serve as an escalation point for Level 1 technicians and on-site technical support for an assigned zone or circuit.

Benefits

Medical, dental, vision, and prescription coverage for eligible team members working 22.5 hours per week or above.
Life and AD&D insurance.
Short-term and long-term disability coverage, with options to supplement.
403(b) retirement plan with employer match and additional non-elective contribution.
PTO and paid sick leave.
Tuition assistance, advancement opportunities, and academic advising.
Parental, adoption, and surrogacy leave.
Backup and on-site childcare.
Well-being rewards.
Employee assistance program (EAP).
Fertility benefits and healthy pregnancy program.
Flexible spending and commuter accounts.
Pet, home, auto, identity theft, and legal insurance.