IT Technical Support Engineer

American Oncology Network•Fort Myers, FL

3d•Hybrid

About The Position

The Technical Support Engineer position provides rotational "Hands On" technical support and training for AON 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 for daily technical operational support and involves Customer Relationship Management for the technology infrastructure, focusing on issues, risks, mitigation plans, clinic documentation, communication of clinic needs to IT, and driving customer satisfaction.

Requirements

Bachelor’s degree in computer science preferred
2-5 years Help Desk experience
Proven experience documenting ticket detail to support development of knowledge-based articles for Tier 1.
Critical thinking skills including solid problem solving, analysis, decision-making, planning, time management and organizational skills.
Must be detailed 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), is an active listener, and effectively provides balanced feedback.
Strong customer focus.
Ability to build an engaging culture of quality, performance effectiveness and operational excellence through best practices, strong business and political acumen, collaboration and partnerships, as well as a positive employee, physician and community relations.
Effectively manages own time, conflicting priorities, self, stress, and professional development.
Self-motivated and self-starter with ability work independently with limited supervision.
Ability to work remotely effectively as required.
Must be able 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, Microsoft, MAC, Citrix, UniPrint certifications/licenses (Desired)

Responsibilities

Travel to assigned regional clinics on an approved rotation schedule.
Provide communication to the OM of the clinic regarding the final schedule and notification process for changes.
Be present at the clinic for a minimum of 1 hour, up to 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.
Facilitate training for new employees on profile building, application access, and security requirements.
Collaborate with the IT Training resource to conduct needed training for clinic resources (face to face, webinar, online, etc.).
Address physician issues related to Dragon usage.
Engineer and support Telemedicine devices.
Provide support for wireless troubleshooting, A/V conferencing, and online meeting support.
Act as a liaison with vendors for issue resolution or training needs.
Provide technical support for special projects, such as Titus, coordinating and communicating project deliverables with clinics.
Proactively identify problems, categorize and prioritize them correctly.
Resolve problems 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.