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Field Support Technician, JenCare Executives

4 months ago

Chicago, Illinois, United States ChenMed Full time

We're unique. You should be, too.

We're changing lives every day. For both our patients and our team members. Are you innovative and entrepreneurial minded? Is your work ethic and ambition off the charts? Do you inspire others with your kindness and joy?

We're different than most primary care providers. We're rapidly expanding and we need great people to join our team.

The Field Support Technician, Executives is responsible for complex tasks typically relating to network monitoring, operations, installation, and maintenance for local, off-site, and remote locations in support of a group of Executives. The incumbent in this role resolves problems and requests to ensure senior leaders and VIPs have an excellent IT Support experience. In addition, they play a crucial role in creating and updating documentation in support of Executive needs and priorities. The Field Support Technician and Executives may interact with network services, vendors, software systems engineering, and applications development to restore service and identify and correct core problems. This incumbent will also identify and triage the problem scope through discussions with end users; coordination with internal support and operations groups or vendors to resolve issues. They may also assist and work closely with the Associate level technicians to educate and train on existing processes and procedures.

ESSENTIAL JOB DUTIES/RESPONSIBILITIES:

  • Provides level 2 technical support professionally to customers by researching and answering questions, troubleshooting problems, maintaining hardware performance, and documenting and closing tickets efficiently.
  • High-end A/V production management support for company events which may include interfacing with vendors, providing recommendations around the set-up, and addressing technical needs.
  • Serves as a technical and process liaison between the C-Suite Executive group and IT best practices and policies.
  • Supports a VIP group on-call to provide support outside of business hours as needed.
  • Completes large and complex tasks spanning multiple domains of expertise.
  • Simulates or recreates user problems to resolve operating difficulties and escalates information clearly and concisely.
  • Makes recommendations on technical/process modifications to improve user experience and reduce technical challenges.
  • Documents and updates troubleshooting procedures, operating manuals, and user guides as needed.
  • Completes tasks via email, ticketing system, or remotely with some phone contact and travel to site locations to troubleshoot equipment hardware and software problems.
  • Set up computers and installs desktop software applications. Tests network connections to ensure the proper functioning of computer systems.
  • Maintains an active inventory of PC peripherals and other technical equipment in partnership with Executive Assistants and IT Asset Management.
  • Responds to escalated requests from Service Desk, operations, and corporate technician team for issues related to computers, phones, printers/scanners, networking equipment, servers, etc.
  • Adheres to policies and procedures as per corporate manuals and directives.

Other responsibilities may include:

  • Handles daily administrative support activities on desktop support, data network, and server management.
  • Provides LAN (Local Area Network) and WAN (Wide Area Network) support to remote end-users.
  • Provides answers to clients by identifying problems, researching solutions, and guiding clients through corrective steps.
  • Interacts with staff on desktop problems to ensure customer satisfaction and resolution.
  • Ensures tickets in the system queue are prioritized and completed promptly.
  • Assists all users with questions, requests, and problems when using proprietary software.
  • Provides after-hours, weekend, and on-call support as needed and on a formal rotation.
  • Ensures all mobile devices are set up within ChenMed electronic device policy guidelines.
  • Assists with and updates assigned support service requests.
  • Collaborates with Executive Assistants to purchase computer systems through the appropriate methods.
  • Works on IT initiatives and projects (independently or with collaboration from others).
  • Manages hardware and software inventory according to the executive team's needs, including forecasting for future growth.
  • Performs other duties as assigned and modified at the manager's discretion.

KNOWLEDGE, SKILLS, AND ABILITIES:

  • Good business acumen and acuity
  • Exceptional knowledge and understanding of general Information Technology functions, practices, processes, procedures, techniques, and methods.
  • Advanced level understanding of computer hardware, software, networking technology
  • Smartphone configuration knowledge (Android and iPhone)
  • Deep understanding of Google Chrome/Web application troubleshooting steps (e.g., using developer tools to track web applications' network traffic)
  • Deep understanding of ChenMed organizational and technical layouts
  • Solid knowledge of integrated videoconference solutions
  • Excellent customer service skills
  • Organizational and prioritizing skills; help others with prioritizing effectively.
  • Skilled in Windows 10 and MacOS operating systems
  • Ability to troubleshoot issues with little to no supervision.
  • Ability to multi-task in a demanding environment
  • Ability to complete duties with little guidance or supervision and achieve superior outcomes.
  • Advanced level skills in Microsoft Office Suite products, including Word, Excel, PowerPoint, and Outlook, plus a variety of other word-processing, spreadsheet, database, e-mail, and presentation software.
  • Mid- to advanced level of Google Workspace knowledge (Sheets, Docs, Drive, Slides, Administration Console)
  • Ability and willingness to travel locally, regionally, and nationwide up to 20% of the time; must have reliable transportation
  • Spoken and written fluency in English

We're ChenMed and we're transforming healthcare for seniors and changing America's healthcare for the better. Family-owned and physician-led, our unique approach allows us to improve the health and well-being of the populations we serve. We're growing rapidly as we seek to rescue more and more seniors from inadequate health care.

ChenMed is changing lives for the people we serve and the people we hire. With great compensation, comprehensive benefits, career development and advancement opportunities and so much more, our employees enjoy great work-life balance and opportunities to grow. Join our team who make a difference in people's lives every single day.

EDUCATION AND EXPERIENCE CRITERIA:

  • BA/BS degree in Information Technology or a closely related field required OR additional experience above the minimum may be considered in lieu of the required education on a year-for-year basis
  • A minimum of 2 years' work experience in Information Technology or a related field required
  • Prior IT Help Desk or Desktop Support experience required
  • Experience with remote access tools required
  • Experience with VPN, firewalls, DNS, DHCP, Windows Active directory, Junos Pulse, MDM solutions, Android and iPhone mobile devices
  • Experience with IT ticketing system (ServiceNow)
  • Lead experience in project delivery desired
  • Certifications in A+ and N+ preferred, additional certifications a plus