Desktop Support Analyst

Description:

RESPONSIBILITIES

The IT 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.

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)

This person will be reporting to one main site (address on req). They will be handling escalated tickets from the help desk as it relates it various IT issues end users may be experiencing. Examples of technical duties would be assisting with new hires, installing equipment, understanding patch and panel lay out within closet, working with network teams, terminations, hardware/software support, remote support etc. They will be also have various locations within the area (40 mile radius) that they will be supporting. The technician will be responsible for supporting clinics in both the Sarasota and Venice areas, totaling five clinics in all. If there is an emergency at one of the other clinics, this tech. will travel to the clinic to resolve the issue on site(mileage reimbursement will be provided for any driving done between locations during work hours @65.5 cents/mile.). Can expect around 20-25% travel.

Current tools/technologies in their environment:

Manage engine desktop central for imaging, citrix, use imprivata, global protect vpn, direct access vpn, freshservice ticketing system

Skills:

desktop, support, windows 10, troubleshooting, windows, active directory, hardware

Top Skills Details:

desktop,support,windows 10,troubleshooting,windows,active directory,hardware

Additional Skills & Qualifications:

QUALIFICATIONS

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.

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.