IT Technical Support Engineer

American Oncology Network•Hot Springs, AR

2d•$16 - $30•Hybrid

About The Position

The Technical Support Engineer position provides rotational "Hands On" technical support and training for our clinics. This role ensures the Tier 1 vendor provides timely ticket resolution, monitors tickets for technology issue trends, and collaborates with the SD Corporate team for solutions. The position requires travel to designated regional clinics to support daily technical operational issues and manage Customer Relationship Management for the technology infrastructure, including issues, risks, mitigation plans, clinic documentation, and communication of clinic needs to the IT group to drive customer satisfaction.

Requirements

Bachelor's degree in computer science preferred.
2-5 years of Help Desk experience.
Proven experience documenting ticket details to support the development of knowledge-based articles for Tier 1.
Critical thinking skills including solid problem solving, analysis, decision-making, planning, time management, and organizational skills.
Detail-oriented with the ability to exercise independent judgment.
Developed interpersonal skills, emotional intelligence, diplomacy, tact, conflict management, delegation skills, and diversity awareness.
Ability to work effectively with sensitive and confidential material and sometimes emotionally charged matters.
Effective communication skills (oral, written, presentation).
Active listening skills.
Ability to effectively provide balanced feedback.
Strong customer focus.
Ability to build an engaging culture of quality, performance effectiveness, and operational excellence.
Strong business and political acumen.
Ability to collaborate and build partnerships.
Ability to foster positive employee, physician, and community relations.
Effectively manage own time, conflicting priorities, self, stress, and professional development.
Self-motivated and self-starter with the ability to work independently with limited supervision.
Ability to work remotely effectively as required.
Ability to work effectively in a fast-paced, multi-site environment with demonstrated ability to juggle competing priorities and demands from a variety of stakeholders and sites.
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

ITIL certification
Microsoft certification
MAC certification
Citrix certification
UniPrint certification

Responsibilities

Travel to assigned regional clinics on an approved rotation schedule and communicate the schedule and any changes to the clinic OM.
Provide clinic support for a minimum of 1 hour and a maximum of a full day.
Develop relationships with all OMs for the assigned region and facilitate open dialogue on clinic needs.
Conduct quarterly customer satisfaction surveys to measure service delivery quality and monitor performance.
Facilitate training for new employees on profile builds, application access, and security requirements.
Collaborate with the IT Training resource to conduct needed training for clinic resources via face-to-face, webinar, or online methods.
Address physician issues related to Dragon usage.
Engineer and support Telemedicine devices, including wireless troubleshooting, A/V conferencing, and online meeting support.
Act as a liaison with vendors for issue resolution or training needs.
Provide key interface for corporate IT department technology projects in clinics, coordinating and communicating project deliverables and supporting new technology.
Proactively identify problems, categorize and prioritize them, and provide detailed problem history to internal business partners to prevent recurrence.
Troubleshoot Citrix Director, Citrix Receiver, UniPrint Print mapping, and end-user profiles.
Understand Single Sign On and its integration with Citrix.