Technical Support Engineer II
2 weeks ago
The Technical Support Engineer II plays a crucial role in establishing and nurturing relationships that enhance client trust in OSIS and its technical team. This position involves assisting internal engineers with problem-solving, ensuring timely installations, and effectively resolving service requests while maintaining communication with site management.
This role requires the candidate to be based in the greater Pittsburgh area and involves travel across various locations within the region.
KEY RESPONSIBILITIES:
- Develops and sustains relationships with clients and internal teams to promote collaborative solutions and enhance client satisfaction; serves as the onsite technical authority and OSIS representative.
- Engages with clients through both written and verbal communication in accordance with OSIS standards to ensure clear and consistent messaging.
- Informs site management about ticket resolutions, verifies task completion, confirms that service/project issues have been addressed, and finalizes tickets upon verification.
- Handles escalated service requests and prioritization from the OSIS Service Desk; communicates with the Service Desk Team Lead when tasks cannot be fulfilled.
- Reviews service requests and gathers necessary tools and components for task completion; manages the signing out of parts and tools with procurement.
- Conducts all required onsite activities for service/project requests, including equipment setup; collaborates with relevant departments or service desk tiers to facilitate issue resolution as needed; accurately documents and clarifies work performed and captures images of client equipment to assist in future troubleshooting.
- Alerts procurement when parts are needed to resolve client issues; conveys any specific client preferences regarding components.
- Keeps precise and current documentation of ticket statuses and work completed; escalates client concerns to the Service Desk Team Lead when necessary, clearly outlining actions taken, upcoming steps, and client requirements in the ticket.
- Accurately logs, documents, and allocates time and travel expenses.
WORK ENVIRONMENT:
- This is a full-time, onsite role situated in an office environment.
- The position necessitates regular use of standard office equipment, including computers, telephones, scanners, copiers, and filing systems.
- Experience with technical hardware is essential.
- The ability to lift computers and peripherals, as well as to bend or stand as required, is necessary.
- Occasionally, this role may involve lifting computer equipment unassisted, weighing up to 100lbs.
POSITION TYPE/EXPECTED HOURS OF WORK:
This is a full-time onsite position. Regular working hours are Monday through Friday, 8:00 a.m. to 5 p.m. There may be occasional evening and weekend work as job responsibilities dictate based on the on-call schedule.
TRAVEL:
This role requires approximately 75% travel within a 2-hour radius of the home base.
REQUIRED QUALIFICATIONS:
- Associate degree in Computer Science or related IT field.
- A minimum of 2 years of experience in an IT enterprise setting.
- At least 2 years of experience in troubleshooting hardware and software issues.
- Hands-on experience with servers and basic networking skills, including the ability to trace/tone out lines, assist in cabling coordination, and field installation of network equipment with remote support.
PREFERRED QUALIFICATIONS:
- Bachelor's degree in Computer Science or related IT field.
- 3+ years of experience in an IT enterprise environment.
- 3+ years of experience in IT within a healthcare setting, including familiarity with EMR/PM software (NextGen preferred).
- 3+ years of experience troubleshooting hardware and software issues.
- Hands-on experience with Microsoft Active Directory and Exchange Server.
At OSIS, we value diversity and are committed to fostering an inclusive workplace where every individual feels empowered to express their authentic selves. We are an equal opportunity employer, and all qualified applicants will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. Join us in our mission to build a diverse and dynamic team that serves Federally Qualified Health Centers nationwide.
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