IT Support Specialist

2 weeks ago

Rock Hill, South Carolina, United States Summit Health Inc Full time
About Our Company

We're a physician-led, patient-centric network dedicated to simplifying healthcare and delivering connected care services.

Our multispecialty and urgent care providers serve millions of patients through our operating companies, including VillageMD, Village Medical, Village Medical at Home, Summit Health, CityMD, and Starling Physicians.

When you join our team, you become part of a compassionate community of professionals who work together to make healthcare better for all.

Job Description

The Technical Support Engineering role is a critical IT function that intersects with helping users get the most out of technology, while also identifying areas for improvement.

The role requires troubleshooting a diverse range of user desktop and remote access technologies, security technologies, business office tools, and integrations with clinical devices.

Key responsibilities include:

  • Assisting users with day-to-day technical problems and requests
  • Working across electronic/message tickets, inbound queued-up phone calls, and making deskside visits
  • Creating and updating service tickets with comprehensive notes to support follow-up and collaboration
  • Investigating, applying, and updating knowledgebase articles to help resolve requests
  • Spotting recurring problems and bringing forward ideas for improving the technical environment
  • Assisting colleagues and other technical staff with expertise or situations you have familiarity with
  • Applying judgment with problems that are escalating and asking for supervisory assistance
  • Striving to meet service level targets and working with your supervisor on goal setting and achievement
  • Improving and developing your technical skills via a training plan established with your supervisor
  • Providing predictable time-and-attendance consistent with the service desk rotation schedules
  • Following service desk operational procedures and offering suggestions for improvements
Qualifications

Experience in Microsoft desktop environment and Microsoft Office applications is required.

Experience in Microsoft security, application security, and multi-factor authentication is also required.

Additional qualifications include:

  • Experience in remote (e.g. Citrix) vs local desktop environments
  • Experience in network access troubleshooting
  • Experience in peripheral devices (business printers, clinical printers, fax machines, lab devices)
  • Experience in clinical and business application launch procedures
  • Mobile device integration experience
  • Disciplined at following procedures to support the smooth operation of the service desk
  • Proven ability at general technical problem-solving
  • Curiosity and desire to learn the root of problems and spot better approaches
  • Good communication approaches with users and with internal colleagues
  • Enjoys the rewards of helping people with technical problems from the mundane to complex
  • Disciplined at following procedures to support the smooth operation of the service desk
  • Written and verbal communication skills are essential
  • Good word processing, computer, and math skills
  • Ability to work effectively and professionally under pressure
  • Ability to work in a team and to share responsibilities and duties
  • Ability to resolve interpersonal conflict in a straightforward and timely manner
  • Ability to set priorities, be organized, and be a self-starter
  • Ability to be friendly, empathic, and an adept communicator
  • Ability to treat both staff and patients with respect
About Our Commitment

Total Rewards at VillageMD

Our team members are essential to our mission to reshape healthcare through the power of connection.

VillageMD highly values the critical role that health and wellness play in the lives of our team members and their families.

Participation in VillageMD's benefit platform includes Medical, Dental, Life, Disability, Vision, FSA coverages, and a 401k savings plan.

Equal Opportunity Employer

Our Company provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to, and does not discriminate on the basis of, race, color, religion, creed, gender/sex, sexual orientation, gender identity and expression (including transgender status), national origin, ancestry, citizenship status, age, disability, genetic information, marital status, pregnancy, military status, veteran status, or any other characteristic protected by applicable federal, state, and local laws.

Safety Disclaimer

Our Company cares about the safety of our employees and applicants.

Our Company does not use chat rooms for job searches or communications.

Our Company will never request personal information via informal chat platforms or unsecure email.

Our Company will never ask for money or an exchange of money, banking or other personal information prior to the in-person interview.

Be aware of potential scams while job seeking.

Interviews are conducted at select Our Company locations during regular business hours only.

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