Technical Support Specialist

Spire Orthopedic Partners•Warwick, RI

About The Position

Spire Orthopedic Partners is a growing national partnership of orthopedic practices that provides the support, capital and operational resources physicians need to grow thriving practices for the future. As a Management Services Organization (MSO), Spire provides the infrastructure for administrative operations that allows practices to operate at their highest level, so doctors can focus their efforts on what matters most – patient care. Headquartered in Stamford, Connecticut, the Spire network spans the Northeast with more than 165 physicians, 1,800 employees, 285 other clinical providers and 40 locations in New York, Connecticut, Rhode Island and Massachusetts. Ortho Rhode Island is a world-class group of talented providers and professionals, all working together to offer value and quality in everything we do. Each Ortho Rhode Island team member is dedicated to thinking like a patient, and to offering the best experience in our industry, driven by our core values: delivering on our word, respecting each other, innovating in orthopedics, valuing every individual, and engaging our community. Responsibilities/Duties include but are not limited to the following: Be a proactive, self-motivated IT professional who is interested in new technologies and working for a fast-paced growing organization. Actively monitor, prioritize, and manage requests for technical support. Provide accurate detailed work notes into the service desk to ensure co-workers and end users are aware of work status and resolutions. Provide white glove support to Executives, Physicians, and clinical staff. Identify, research, and resolve complex technical problems. Perform administrative duties and document internal procedures. Collaborate with team members and Management to ensure user-friendly solutions and services are delivered. Configure and deploy IT and medical device equipment as well as manage inventory tracking. Research problems and identify trends in support requests. Facilitate video conferencing sessions with products such as Teams, Zoom and Webex. Provide outstanding communication with IT management, team members and business stakeholders. Assist with onboarding and off boarding users. Instruct employees in the proper use of equipment, software, and devices. Responsible for deploying approved software configurations and updates, hardware maintenance and troubleshooting. Troubleshoot and trace network cabling and Wi-Fi infrastructure. Troubleshoot, configure, and deploy IP telephony solutions. Create internal and End- User IT training documentation for existing and new deployments or IT initiatives. Participate in regular on-call rotating shifts as needed. Travel between Spire Orthopedic Partner locations as required.

Requirements

Basic project management and organization to handle multiple projects/deployments and deadlines effectively.
Leads projects/deployments independently.
Advanced working knowledge of Windows 10/11 and Microsoft 365 products.
Strong Remote Control support skills using tools such as ConnectWise Control and GotoAssist/QuickAssist.
Network connectivity troubleshooting.
Copier/MFP/Printer troubleshooting.
Advanced troubleshooting of Mobile Operating Systems: iOS, Android
Working knowledge of MAC Operating Systems.
Experience working with virtual service desktops and related hardware /troubleshooting scenarios.
Fundamental understanding of network and server technology concepts.
Fundamental understanding of IP addressing, subnetting and VLAN concepts.
A firm understanding of enterprise IT policies and security procedures.
Experience using and/or troubleshooting Windows 10/11 in an Azure/Hybrid joined / Intune environment.
Well-rounded confident helpdesk phone acumen to get users back to work with little or no downtime.
Experience dealing with manufacturer vendor support to get requests processed faster.
Up-to-date technical knowledge and adaptable to new products.
In-depth understanding of the software and equipment used by the organization.
Practical understanding of the ITIL framework.
Associates or bachelor’s degree with a technical focus or equivalent experience.
Minimum of 5 years of progressive hands-on IT experience and customer service in an enterprise IT environment.

Nice To Haves

Healthcare/Finance experience is strongly preferred.
A+/Network + Certifications strongly preferred.
ITIL Foundations is preferred.
Additional Industry related certifications are a plus.

Responsibilities

Be a proactive, self-motivated IT professional who is interested in new technologies and working for a fast-paced growing organization.
Actively monitor, prioritize, and manage requests for technical support.
Provide accurate detailed work notes into the service desk to ensure co-workers and end users are aware of work status and resolutions.
Provide white glove support to Executives, Physicians, and clinical staff.
Identify, research, and resolve complex technical problems.
Perform administrative duties and document internal procedures.
Collaborate with team members and Management to ensure user-friendly solutions and services are delivered.
Configure and deploy IT and medical device equipment as well as manage inventory tracking.
Research problems and identify trends in support requests.
Facilitate video conferencing sessions with products such as Teams, Zoom and Webex.
Provide outstanding communication with IT management, team members and business stakeholders.
Assist with onboarding and off boarding users.
Instruct employees in the proper use of equipment, software, and devices.
Responsible for deploying approved software configurations and updates, hardware maintenance and troubleshooting.
Troubleshoot and trace network cabling and Wi-Fi infrastructure.
Troubleshoot, configure, and deploy IP telephony solutions.
Create internal and End- User IT training documentation for existing and new deployments or IT initiatives.
Participate in regular on-call rotating shifts as needed.
Travel between Spire Orthopedic Partner locations as required.