Desktop Technician
Description:
Job Description
Job Description
RESPONSIBILITIES
The IT Technical Support Engineer position is one that provides rotational support for our clinics with “Hands On” technical support and training.
This position will be responsible to ensure that the Tier 1 vendor is providing timely resolution to tickets.
Monitor tickets, by clinic, to detect trends in technology issues and work with the SD Corporate team to implement solutions.
This position requires the employee to travel to designated regional clinics to support daily technical operational issues, as required.
This position will require Customer Relationship Management support as it applies to the technology infrastructure (Issues, risks, mitigation plans, clinic documentation, communication to IT group for clinic needs, and drive customer satisfaction)
This person will be supporting their Venice area clinics. They will be handling escalated tickets from the help desk as it relates it various IT issues end users may be experiencing. Examples of technical duties would be assisting with new hires, installing equipment, understanding patch and panel lay out within closet, working with network teams, terminations, hardware/software support, remote support etc. They will also have various locations within the area (up to 40 mile radius) that they will be supporting. There will be a weekly/bi-weekly site visit schedule, as well as if there is an emergency at one of the other clinics, this technician may be asked to travel to the clinic to resolve the issue on site. The clinics covered in this area are listed below. Mileage reimbursement will be provided for any driving done between locations during work hours @70 cents/mile.
Clinics they can support in this area:
Fort Myers
North Fort Myers
Cape Coral
Current tools/technologies in their environment:
Manage engine desktop central for imaging, citrix, use imprivata, global protect vpn, direct access vpn, freshservice ticketing system
Top Skills' Details
Top Skills' Details
2-5 years of corporate IT support experience and proven experience documenting ticket detail to support development of knowledge-based articles
Strong background with Active Directory and Office 365 support
Must have great customer service and communication skills
QUALIFICATIONS
Education: Bachelor’s degree in computer science preferred
Previous Experience: 2-5 years Help Desk experience and proven experience documenting ticket detail to support development of knowledge-based articles for Tier 1.
Certifications/Licenses: ITIL, Microsoft, MAC, Citrix, UniPrint, (Desired).
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.
Work Environment
Schedule: Mon-Friday 8a-5pm (1 hour lunch)