IT Technical Support Engineer

1 month ago


Germantown, United States American Oncology Management Company Full time

Location:

The Center for Cancer & Blood Disorders

Pay Range:

$22.03 - $38.75 Position Summary:

The 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. They 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)

Key Performance Areas

KPA 1 - Travel & Support for a Regional Rotation Schedule

Examples of job duties:

  • Required to travel to assigned regional clinics on an approved rotation schedule. Provide communication to the OM of the clinic as to the final schedule and the process for notification of a change to the schedule.
  • Required to be at clinic minimum 1 hour maximum all day.

KPA 2 - Customer Relationship Management

Examples of job duties:

  • Develop relationships with all OM's for region assigned and facilitate an open dialogue with the OM on needs of the clinic. Quarterly customer satisfaction surveys will be done to measure the quality of delivery of service to monitor employee's performance

KPA 3 - Training

Examples of job duties:

  • Facilitate training for new employees: profile build, access to applications, and security requirements. Work with the IT Training resource to conduct needed training for the clinic resources (face to face, webinar, online, etc)

KPA 4 - Sheldon/Dragon/WOW Support

Examples of job duties:

  • Address physician's issues as they relate to usage of Dragon.
  • Engineer and support Telemedicine devices. Must have strong knowledge of wireless troubleshooting, A/V conferencing, and online meeting support.
  • Be conduit to vendor for issue resolution or training needs.

KPA 5 - Special Project Technical Support (e.g. Titus)

Examples of job duties:

  • The corporate IT department will be launching multiple technology projects for the clinics to improve the workflows or level of service. This resource will be the key interface to work with the clinics on coordination and communication of all project deliverables, as well as ongoing support of the new technology.

KPA 6 - Problem Management for Dedicated Region

Examples of job duties:

  • Ability to proactively identify a problem. Must have understanding how to correctly categorize and prioritize the problem. While resolving the problem and provide detailed problem history to the appropriate internal business partner to assist in correcting the problem from reoccurring

KPA 7 - Citrix Front End Support

Examples of job duties:

  • Strong knowledge of troubleshooting Citrix director, Citrix Receiver, UniPrint Print mapping, end-user profiles. Must understand Single Sign On and how this integrates with Citrix
Position Qualifications/Requirements

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.

Core Capabilities:

  • Analysis & Critical Thinking: Critical thinking skills including solid problem solving, analysis, decision-making, planning, time management and organizational skills. Must be detailed oriented with the ability to exercise independent judgment.

  • Interpersonal Effectiveness: Developed interpersonal skills, emotional intelligence, diplomacy, tact, conflict management, delegation skills, and diversity awareness. Ability to work effectively with sensitive and confidential material and sometimes emotionally charged matters.

  • Communication Skills: Effective communication skills (oral, written, presentation), is an active listener, and effectively provides balanced feedback.

  • Customer Service & Organizational Awareness: Strong customer focus. Ability to build an engaging culture of quality, performance effectiveness and operational excellence through best practices, strong business and political acumen, collaboration and partnerships, as well as a positive employee, physician and community relations.

  • Self-Management: Effectively manages own time, conflicting priorities, self, stress, and professional development. Self-motivated and self-starter with ability work independently with limited supervision. Ability to work remotely effectively as required.

  • Must be able to work effectively in a fast-paced, multi-site environment with demonstrated ability to juggle competing priorities and demands from a variety of stakeholders and sites.

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

Travel: (double click to check relevant box): >75%

Standard Work Days/Hours: 8 hours with some OT being mandatory



  • Germantown, Maryland, United States American Oncology Management Company Full time

    About the RoleWe are seeking an experienced Technical Support Engineer to join our team at American Oncology Management Company. In this exciting opportunity, you will play a critical role in providing technical support to our clinics, ensuring seamless operations, and delivering exceptional customer experiences. Your duties will include rotational support,...


  • Germantown, United States American Oncology Management Company Full time

    Location:The Center for Cancer & Blood DisordersPay Range:$22.03 - $38.75Position Summary: The 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. They...


  • Germantown, Maryland, United States BTI Full time

    About Our CompanyBTI is a leading provider of business technology solutions. We are committed to delivering high-quality services and products that meet the needs of our clients.Job DescriptionWe are currently seeking a highly motivated and experienced Desk Side Support Technician II- US Citizens to join our team. In this role, you will be responsible for...


  • Germantown, Maryland, United States American Oncology Management Company Full time

    Job SummaryIn this dynamic role as a Technical Support Engineer at American Oncology Management Company, you will provide rotational support for our clinics with hands-on technical assistance and training. Your responsibilities will include ensuring timely resolution of tickets, monitoring clinic-specific issues, and collaborating with the Corporate IT team...


  • Germantown, Maryland, United States American Oncology Management Company Full time

    Job Summary">This position is responsible for providing technical support and training to clinics, ensuring timely resolution of tickets and implementing solutions. The Technical Support Engineer will work with the Tier 1 vendor to monitor tickets and detect trends in technology issues. They will also travel to regional clinics to support daily technical...


  • Germantown, Maryland, United States American Oncology Management Company Full time

    **Job Summary:**The Technical Support Specialist position at American Oncology Network LLC provides rotational support for clinics with hands-on technical support and training. This role ensures timely resolution of tickets, monitors clinic technology issues, and implements solutions in collaboration with the SD Corporate team.**Key Responsibilities:Travel...


  • Germantown, Maryland, United States ZipRecruiter Full time

    About the PositionWe are seeking an experienced Senior Principal Systems Engineer to join our team at ZipRecruiter. As a key member of our engineering team, you will be responsible for designing and developing next-generation medical devices, leading cross-functional teams to create innovative solutions.ResponsibilitiesDesign and develop system architectures...


  • Germantown, Maryland, United States Sterling Engineering Inc. Full time

    About the RoleSterling Engineering Inc. is seeking a Technical Maintenance Professional to support our engineering operations. This role involves working with various types of machinery, including but not limited to, pad printers, sonic welders, heat stakers, and hot stampers.The ideal candidate will have a strong understanding of mechanical systems and...


  • Germantown, United States Wago Full time

    WAGO is the backbone of a smart, connected world. Click below to apply! WAGO Corporation is seeking our next Sr. Product Support Engineer - Automation to promote the successful application of WAGO's Automation and Interface products to WAGO employees, distributors, and customers by providing high-quality technical support and training. WAGO offers a...


  • Germantown, Wisconsin, United States The Chamberlain Group Inc Full time

    Chamberlain Group Inc. is a company that provides competitive pay, excellent benefits, work-life balance, and a collaborative team environment. We're looking for a motivated individual to fill the Technical Services Supervisor role.This position involves supervising technical services personnel, prioritizing tasks, and delegating work assignments. The...


  • Germantown, Maryland, United States Verista Full time

    Key ResponsibilitiesCollaborate with clients to resolve deviations and implement corrective actions.Author and execute technical documentation for equipment, systems, and processes.Support change management programs, including impact assessments and regression analysis.Maintain accurate records of qualification and validation...


  • Germantown, Maryland, United States Verista Full time

    The role of a CQV Engineer at Verista involves working collaboratively with clients to resolve deviations and manage change control programs. This position requires strong technical skills, excellent communication abilities, and a solid understanding of GMP regulations. In addition to a competitive salary, benefits include company-paid insurance, retirement...


  • Germantown, Maryland, United States Powder River Industries, LLC Full time

    Job OverviewPowder River Industries, LLC offers technical services across the entire system development life cycle (SDLC) with a facility clearance.About UsWe are responsible for complete end-to-end system management for top-secret mission systems, including data center, logistics support, configuration management, COOP, and disaster recovery.Role...


  • Germantown, United States Argus Technical Services Full time

    ESSENTIAL DUTIES & RESPONSIBILITIES: • Strong understanding of manufacturing blueprints • Day-to-day inspection of fabricated parts to print specifications. • Use of measurement tools. Including, but not limited to: tape measure, calipers, Faro Arm, • height gauge, pin gauges • Communicate clearly and effectively to stakeholders, both internally...


  • Germantown, Maryland, United States ZipRecruiter Full time

    Job OverviewAs a Senior Principal Systems Engineer at ZipRecruiter, you will play a critical role in designing and developing innovative medical devices that improve patient care. You will lead cross-functional teams to create cutting-edge solutions, leveraging your expertise in systems engineering, software development, and mathematical modeling.Key...


  • Germantown, Wisconsin, United States Verista Full time

    We are seeking a talented Technical Validation Specialist to join our team at Verista. This role is based in Germantown, WI and will involve working onsite.About the Role:Manage client relationships to ensure successful completion of projects.Conduct deviation investigations to identify root causes and implement corrective actions.Author technical...


  • Germantown, United States Kindeva Drug Delivery Full time

    Our Work Matters At Kindeva we make products that save lives, ensuring better health and well-being for patients around the world. The Impact You Will Make The Combination Product Development team is a dynamic, growing part of Kindeva's Development Services organization. We have recently opened a facility in Germantown, MD and are seeking talented team...


  • Germantown, Maryland, United States Top Secret Clearance Jobs Full time

    About Our TeamIT Security Leadership Role at Top Secret Clearance JobsWe are a team of experienced professionals dedicated to delivering top-notch cybersecurity solutions.In this role, you will serve as an IT Security Leadership professional, responsible for leading our technical efforts to ensure federal cybersecurity oversight expectations are met. You...


  • Germantown, United States GSC Full time

    Take Ownership of Engineering Solutions | Member of the Leadership Team | Grow Your Business through Entrepreneurship! At GSC, we provide 3D engineering solutions to our customers around the country. For over 30 years, our 40 person (and growing) team is dedicated to strategically tackling even the toughest requests with a ‘can-do' attitude. As we expand,...


  • Germantown, Maryland, United States Global Engineering & Technology, Inc. (GET) Full time

    Role OverviewWe are seeking a Junior Engineer or Physical Scientist to serve as a Technical Guidance Analyst (TGA) in the DOE's Office of Classification. The successful candidate will assist in preparing classification guidance and classification/declassification policy documents in accordance with applicable laws, regulations, DOE orders, and DOE procedures...