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Deskside Support Technician II

4 months ago

Milwaukee, United States Bridge Healthcare Partners Full time
Job DescriptionJob DescriptionWho is BRIDGE? 
BRIDGE Healthcare Partners is a not-for-profit organization founded in 2011.  We are a mission based managed service organization for not-for-profit organizations in the healthcare, community wellness and childcare services arena.  We provide a framework of services including: 
  • Information Technology (IT) 
  • Revenue Cycle Management (RCM) 
  • Electronic Health Records (EHR) 
 
The most concise way to describe BRIDGE's services is for you to imagine a physician's office, community wellness, childcare center, or clinic. BRIDGE can perform the IT, billing, and electronic medical record functions of a group of physician's offices, clinic, wellness organization or childcare center so they can focus on providing exceptional service. Although much of our client base is in the health care sector, we also have clients in higher education and community-based non-profits.  
 
The Role 
The BRIDGE Deskside Support Technician II provides daily on-site support and management of computing systems and infrastructure (i.e. Desktop, laptop, mobile, printers, network equipment, etc.). The successful Deskside Support Technician II will thrive in a fast-paced, hands-on environment and enjoy providing world-class customer support. This opportunity is well-suited for someone who enjoys fielding numerous daily inquiries relating to hardware, software, network, and telephony issues. Works under light supervision.
 
This position is ideal for someone who is:  
  • Dependable -- more reliable than spontaneous  
  • Autonomous/Independent -- enjoys working with little direction  
  • People-oriented -- enjoys interacting with people and working on group projects  
  • Adaptable/flexible -- enjoys doing work that requires frequent shifts in direction  
  • Achievement-oriented -- enjoys taking on challenges, even if they might fail  
  • Innovative -- prefers working in unconventional ways or on tasks that require creativity 

Essential Duties and Responsibilities
  • Processes and prioritizes work requests and escalations in a timely and efficient manner.
  • Will prioritize effectively and efficiently
  • Performs routine troubleshooting and maintenance (by either phone or dispatch) on computers, monitors, and peripherals. Deploys new equipment and all operating software. (Mac and PC’s).
  • Performs basic account maintenance and troubleshooting.
  • Provides end user customer support to assist end users with all use aspects of their devices including set-up, installation, troubleshooting, repairs, maintenance and upgrades.
  • Technical support and troubleshooting of Windows workstations, MS Office, Office 365, user accounts, Voice over IP (VoIP), basic network connectivity, Citrix client.
  • Provide support for all wireless communication devices including but not limited to Smartphones, tablets, and broadband cards.
  • Maintain a current and accurate inventory of all devices at all times.
  • Maintain accurate and current documentation on process, procedure and infrastructure.
  • Up to 50% travel locally, regionally, and nationally may be required.
  • Will be working across multiple end customer organizations.

Other duties and Responsibilities
  • Participates effectively as a team member through communication, cooperation, information sharing and problem solving.
  • Assists in other areas as directed by supervisor. Maintains complete and accurate records of work performed.
  • Lifting, moving objects up to 50 pounds in all directions  
  • Remaining in a stationary position often standing or sitting for prolonged periods  
  • Communicating with others to exchange information
  • Repeating motions that may include the wrists, hands, and/or fingers  
  • Must have reliable access to a vehicle for daily travel
  • Perform duties and tasks independently with little supervision
  • Act as remote hands support for tier 3 technicians
  • Other duties as assigned

Qualifications
  • 4 years of relevant work experience with relevant industry certifications or the equivalent combination of education and experience
  • High degree of professionalism and integrity
  • Very strong organizational skills
  • Excellent verbal and written communication skills
  • Excellent time management skills with the ability to manage multiple tasks simultaneously and meet deadlines
  • Excellent interpersonal, facilitation, consensus building and conflict resolution skills
  • Strong analytical skills
  • A commitment to providing superior customer service and customer satisfaction for all of BRIDGE Healthcare Partners, its clients, and partners
  • Ability to work well under pressure
  • Ability to explain complex technical concepts in language that is understandable to clients, peers, and management
  • Self-motivated with the ability to work independently and meet objectives with little to no direct supervision
  • Capacity to review, identify and implement improvement opportunities where enhanced processes, technology or efficiencies can be applied
  • Comfortable with managing a computer imaging process
  • Must be able to work as remote hands with subject matter experts for network, server and PC support