End User Support

2 months ago

Boston, United States GAVS Technologies N.A. Full time
Job DescriptionJob Description

Top Responsibilities

  • Provide healthcare application support
  • Engage desktop refresh projects
  • Focus on understanding existing environment
  • collaborate with site directors and understand pain points
  • Assess gaps, review and gather existing documentation

Key Responsibilities

  • Providing comprehensive technical support services for end user: hardware, software, and network-related connectivity issues, access, and privilege related issues, ensuring prompt resolution and minimal downtime for end users.
  • Direct support for Identity and Access Management (IAM) by assisting users with account setup, access issues, and ensuring proper user authentication to safeguard system integrity.
  • Technical Support (Break\Fix, Optimization): Providing comprehensive technical support services for end user: hardware, software, and network-related connectivity issues, access, and privilege related issues, ensuring prompt resolution and minimal downtime for end users.
  • Identity and Access Management (IAM): Direct support for Identity and Access Management (IAM) by assisting users with account setup, access issues, and ensuring proper user authentication to safeguard system integrity.
  • Remote Access: Troubleshooting, configuring, and educating users on remote access systems to ensure a secure and efficient virtual connection to the organization's network including, but not limited to, VPN, Citrix, Virtualized Desktops, Multi-Factor Authentication (MFA).
  • System Maintenance and Upgrades: Conducting regular maintenance of end point hardware and software systems, as well as overseeing timely upgrades and enhancements to ensure optimal performance and security.
  • Inventory Management: Overseeing the internal inventory of IT assets, such as computers and peripherals, along with tracking the usage of software licenses, while underlying license agreements remains outside the EUT purview.
  • Mobile Device Management: Administering and overseeing secure mobile device usage, encompassing support, configuration, and training for staff on corporate-issued and BYOD mobile policies as applicable, in liaison with Infrastructure MDM team.
  • Telecommunications Support: Managing telecommunications end points, video conferencing devices, and other communication end points critical for hospital operations, in liaison with Enterprise telecommunication team.
  • Emergency Response and Disaster Recovery: Establishing and maintaining end user device and system protocols for handling technology-related emergencies and implementing robust disaster recovery plans to minimize data loss and downtime during critical situations, in liaison with Disaster recovery and business continuity team.
  • Facility Activation and Support: Activation of new facilities by setting up essential technology infrastructure, configuring systems, and providing comprehensive support throughout the transition.
  • Onsite and Virtual Rounding: Offer continuous support for both onsite and virtual rounding by maintaining reliable technology platforms and providing immediate assistance to address any technical issues encountered during rounds.
  • Customer Service: Committing to a customer-centric approach, ensuring service delivery is empathetic, responsive, and tailored to the unique requirements of each end user.
  • Information Technology Service Management (ITSM): Utilize ITSM systems and frameworks to streamline service delivery, ensuring efficient incident resolution, reliable communication, and continuous improvement in user support and technology management.
  • Commitment to Resolving End User Issues: Technologists provide solutions that meet our users' needs. They will maintain engagement with the end user until a verified and satisfactory resolution is attained. While it may not be possible to address every aspect of a problem immediately, our technologists will take full responsibility for the issue, overseeing the ticket through to its resolution in a manner consistent with the user's expectations. This approach mirrors the role of an incident manager, who facilitates the resolution process by effectively coordinating with all necessary IT departments to ensure a comprehensive and satisfactory outcome.

Educational Qualification

  • Engineering Graduate an associate degree in Information Technology or equivalent.

Skills

  • Proficiency in Windows, Linux and/or macOS operating systems.
  • Experience with Active Directory, Office 365, and other common enterprise applications.
  • Experience in Citrix, Vmware and VDI
  • Familiarity with networking concepts (TCP/IP, DNS, DHCP), hardware (routers, switches) and VPN.
  • Knowledge of ITIL principles and practices is a plus.
  • Strong problem-solving and analytical skills
  • Excellent communication and interpersonal skills.
  • Ability to work independently and as part of a team.
  • Strong organizational skills and attention to detail
  • Ability to work in a fast-paced environment and handle multiple priorities
  • Basic knowledge of EPIC application.

Certifications

Microsoft / Linux Administrator level Certifications
ITIL Foundation Certifications are added advantage
Citrix
Vmware
CCNA

Company DescriptionGAVS Technologies - www.gavstech.com - has been a trusted partner to multiple organizations for over a decade. Our experience coupled with our expertise in Artificial Intelligence, Machine Learning, and Analytics empowers organizations in pursuing their digital transformation journeys. GAVS provides focused services in the areas of Advanced Analytics, AI-led Operations, Product Engineering, Data Management, Data Integration and Interoperability, Business Process Automation, and Telemedicine solutions. With strong partnerships and proprietary AI platforms, GAVS provides best-in-class solutions and high-quality services to organizations, enabling them to achieve optima costs and experiences.Company DescriptionGAVS Technologies - www.gavstech.com - has been a trusted partner to multiple organizations for over a decade. Our experience coupled with our expertise in Artificial Intelligence, Machine Learning, and Analytics empowers organizations in pursuing their digital transformation journeys. GAVS provides focused services in the areas of Advanced Analytics, AI-led Operations, Product Engineering, Data Management, Data Integration and Interoperability, Business Process Automation, and Telemedicine solutions. With strong partnerships and proprietary AI platforms, GAVS provides best-in-class solutions and high-quality services to organizations, enabling them to achieve optima costs and experiences.

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