Job Description

Primary Responsibilities & Competencies

• Incident Documentation and Root Cause Analysis: Accurately document issues and resolutions in ticketing systems and assist in root cause analysis to prevent recurrence.
• Training and Knowledge Sharing: Provide training or knowledge-sharing sessions for end-users on common issues, software use, or new technologies.
• Project Support: Participate in or lead small IT projects such as system upgrades, application rollouts, or infrastructure changes.
• Compliance and Security Adherence: Ensure all work complies with organizational security policies, data protection standards, and healthcare regulations (e.g., HIPAA).
• Inventory and Resource Management: Monitor and manage IT inventory, ensuring appropriate stock levels of spare hardware and replacement parts.
• Collaboration with Vendors: Work closely with third-party vendors for advanced troubleshooting, warranty claims, or specialized support services.
• Proactive Maintenance: Perform regular checks and maintenance on systems and devices to ensure optimal performance and prevent failures.
• Service Level Agreements (SLAs): Ensure adherence to SLAs for response and resolution times, prioritizing tasks accordingly.
• Cross-Team Collaboration: Act as a liaison between on-site teams and higher-tier IT teams to escalate and resolve complex issues effectively.

• Provide customer service support to both internal users, external customers, and vendors on Prohealth Care’s Network.
• Install, deploy, troubleshoot, repair, maintain, and lifecycle hardware and software throughout the organization.
• Maintains detailed and accurate records in workload management, asset management, and administrative applications.
• Provides tier I and II support in all areas of the organizational service portfolio.
• Provides excellent customer service to all levels of employees including customers, peers, and leadership.
• Accurately follows documentation and checklists to ensure efficiency and consistency.
• Participates and engages in team meetings, team building activities, and other opportunities to strengthen the department.
• Communicates in a professional, positive and timely manner in person, on the phone, and via electronic means.
• Uses routine troubleshooting methodologies that provide efficient, effective resolution and minimize impact to the customer.
• Self-directed once assigned work and functions with considerable independence.
• Shows an interest in learning more advanced aspects of the functional skills.
• Actively maintains a level of self-study related to technology and customer service.
• Able to communicate with the customer in non-technical terms so the users can understand.

Qualifications

• Associate degree in relevant field with 4+ years technical support experience or 6+ years of technical support experience in lieu of a degree.
• Experience with the deployment, repair and maintenance of computer hardware such as workstations, laptops, IP phones, smartphones, tablets, printers, copiers, and scanners.
• Experience with the deployment, repair and maintenance of software such as the Microsoft Office Suite and Windows operating systems.
• Familiarity with general networking and customer/server concepts.
• Adaptability, teamwork, and problem-solving abilities in a high-pressure, healthcare-focused environment.
• Ability to lift 40 lbs, work in an environment of varying temperatures, ability to navigate within buildings/units/floors, and travel throughout the service delivery area with a reliable mode of transportation.