IT Technical Support Engineer

American Oncology Network•Hot Springs, AR

14h

About The Position

The IT Technical Support Engineer provides rotating, hands-on technical support and training for clinics. The role monitors Tier 1 vendor tickets to ensure timely resolution, reviews ticket trends by clinic, and works with the corporate Service Desk team to implement solutions. It requires travel to designated regional clinics to address daily technical operations issues as needed, along with customer relationship management related to technology infrastructure, including tracking issues and risks, developing mitigation plans, maintaining clinic documentation, communicating clinic needs to IT, and supporting customer satisfaction. The engineer supports regional clinics through an approved rotation schedule, coordinating schedules and changes with clinic operations managers. The role builds relationships with clinic operations managers, facilitates training for new employees and clinic resources, and supports physician use of Dragon, telemedicine devices, and related conferencing technologies. The engineer also coordinates clinic communication and support for corporate technology projects, performs problem management for an assigned region, and provides Citrix front-end troubleshooting.

Requirements

2–5 years of Help Desk experience.
Proven experience documenting ticket details to support development of knowledge-based articles for Tier 1.
Strong problem-solving, analytical, decision-making, planning, time-management, organizational, and critical-thinking skills.
Attention to detail and ability to exercise independent judgment.
Interpersonal skills, emotional intelligence, diplomacy, tact, conflict management, delegation skills, and diversity awareness.
Ability to handle sensitive and confidential material and emotionally charged matters effectively.
Effective oral, written, and presentation communication skills; active listening and ability to provide balanced feedback.
Strong customer focus and ability to build quality, performance effectiveness, operational excellence, collaboration, partnerships, and positive employee, physician, and community relations.
Ability to manage time, conflicting priorities, stress, and professional development effectively; self-motivated and able to work independently with limited supervision.
Ability to work remotely effectively as required and manage competing priorities and demands in a fast-paced, multi-site environment.
Strong knowledge of wireless troubleshooting, A/V conferencing, and online meeting support.
Strong knowledge of troubleshooting Citrix Director, Citrix Receiver, UniPrint print mapping, end-user profiles, and Single Sign On integration with Citrix.
Valid state driver’s license for travel to satellite offices and offsite meetings; compliance with the company Driver Safety Operations and Motor Vehicle Records Check Policy is required.

Nice To Haves

Bachelor’s degree in computer science preferred.
ITIL, Microsoft, MAC, Citrix, or UniPrint certifications/licenses desired.

Responsibilities

Travel to assigned regional clinics according to an approved rotation schedule and communicate schedules and schedule changes to clinic operations managers.
Provide hands-on technical support for daily clinic technology operations issues as required.
Monitor Tier 1 vendor tickets to ensure timely resolution and identify technology issue trends by clinic.
Work with the corporate Service Desk team to implement solutions to recurring or trending technology issues.
Develop relationships with regional clinic operations managers and maintain open communication about clinic needs.
Support customer relationship management, including tracking issues and risks, mitigation plans, clinic documentation, communication of clinic needs to IT, and customer satisfaction.
Participate in quarterly customer satisfaction surveys used to assess service quality and employee performance.
Train new employees on profile builds, application access, and security requirements.
Coordinate with the IT Training resource to provide clinic training through in-person, webinar, or online formats.
Address physicians’ issues related to Dragon usage.
Engineer and support telemedicine devices and provide wireless troubleshooting, A/V conferencing, and online meeting support.
Act as a liaison to vendors for issue resolution and training needs.
Coordinate and communicate technology project deliverables with clinics and provide ongoing support for new technology.
Proactively identify, categorize, and prioritize problems, resolve them, and provide detailed problem histories to appropriate internal business partners to help prevent recurrence.
Troubleshoot Citrix Director, Citrix Receiver, UniPrint print mapping, end-user profiles, and Single Sign On integration with Citrix.