Technical Support Specialist

1 month ago

Rocky Hill, Connecticut, United States Summit Health Inc Full time
About Our Company

We're a physician-led, patient-centric network dedicated to simplifying healthcare and bringing a more connected approach to care. Our primary, multispecialty, and urgent care providers serve millions of patients in traditional practices, patients' homes, and virtually through our operating companies. When you join our team, you become part of a compassionate community of people who work hard every day to make healthcare better for all. We're innovating value-based care and leveraging integrated applications, population insights, and staffing expertise to ensure all patients have access to high-quality, connected care services that provide better outcomes at a reduced total cost of care.

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 being a window into the challenges they face and surfacing ideas for improvements. This role requires troubleshooting a diverse range of user desktop and remote access technologies, security technologies, business office tools, and integrations with clinical devices. Equally important is the application of IT automation tools to remotely access and resolve user issues, and rigor with regard to ticket details and knowledgebase updates. Perhaps most of all, is the curiosity and willingness to find smarter solutions to problems, and a reassuring and collaborative style with users who may be confused and impatient.

Key Responsibilities
  • Assist users with their day-to-day technical problems and requests.
  • Work across electronic/message tickets, inbound queued-up phone calls, and make deskside visits.
  • Create and update service tickets with comprehensive notes to support follow-up and collaboration.
  • Investigate, apply, and update knowledgebase articles to help resolve requests.
  • Spot recurring problems and bring forward ideas for improving the technical environment.
  • Assist colleagues and other technical staff with expertise or situations you have familiarity with.
  • Apply judgment with problems that are escalating and ask for supervisory assistance.
  • Strive to meet service level targets and work with your supervisor on goal setting and achievement.
  • Improve and develop your technical skills via a training plan established with your supervisor.
  • Provide predictable time-and-attendance consistent with the service desk rotation schedules.
  • Follow service desk operational procedures and offer suggestions for improvements.
Requirements
  • Experience in Microsoft desktop environment and Microsoft Office applications required.
  • Experience in Microsoft security, application security, and multi-factor authentication required.
  • Experience in remote (e.g., Citrix) vs local desktop environments required.
  • Experience in Network access troubleshooting required.
  • Experience in Peripheral devices (business printers, clinical printers, fax machines, lab devices) required.
  • Experience in Clinical and business application launch procedures required.
  • Mobile device integration experience required.
  • 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

We highly value 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

We provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to, and do 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

We care about the safety of our employees and applicants. We do not use chat rooms for job searches or communications. We will never request personal information via informal chat platforms or unsecure email. We 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 locations during regular business hours only. For information on job scams, visit, or file a complaint.

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