Position Summary The Solution Technician II will act as a subject matter expert responsible for providing in house resolutions for all escalated Windows system needs. Under limited direction, the Solution Technician II will perform the following job duties:
Escalation Support - Provide deeper application and hardware knowledge to Support Specialist. Answer requests for assistance. Forward undocumented, unresolvable issues to Solutions Technician III.
Knowledgebase - Create and maintain our knowledgebase within the ITSM tool. These entries should be designed for quick searchability and use by all in IT, with an emphasis on the Support Specialist I role.
Projects - Drive IT related project activities designed to yield more positive patient experience, employee satisfaction, and benefits to the organization's performance.
On-Call Activities - Provide emergency assistance to the organization post standard operating hours. Ensure incident management processes are maintained throughout the On- Mentor Sessions - Serve as a supplement to the manager by sharing lessons learned on you own career path, provide guidance, motivation, and role modeling.
Hardware Configuration - Currently this task is shared equally with Solutions Speacialist. Prepare telephony and computing hardware for end user consumption.
E-mail Coverage - Currently this task is shared with Solutions Specialist.
Preferred Knowledge & Experience
Experience with TCP/IP networks and routing configuration
Experience with Citrix / VMWare View
Thin Client experience with Win IoT and/or Thin Linux
Experience with TeamViewer or other screen sharing application
Experience with Remedyforce
Experience with Citrix
Experience with Mimecast
Experience with Palo Alto
Medical Imaging Software Experience (PACs/DiCOM)
Associates or bachelor's degree
Dental Patient Management Systems (DentaPro, Dentrix, EagleSoft, PracticeWorks)
Experience with VMWare Administration
Wireshark or other network troubleshooting product
MS Excel Intermediate or better proficiency
Call Center applications (e.g., ACD, Dialer)
Some lifting (less than 50 pounds)
A+, N+, MCSE or MCP Certifications or equivalent
Extensive experience in configuring and supporting Windows desktops and laptop configurations
Extensive experience supporting Microsoft Windows 7/10 (laptops/desktops) and Windows Server OS
Knowledge of system imaging and the impact on the installed OS and apps
Knowledge and experience with Active Directory management
Knowledge of basic networking concepts and troubleshooting
Problem ownership experience from initial creation to resolution.
Minimum of 3 years' experience working in a multi-tiered, centralized help desk environment
Ability to answer and document moderate support call / e-mail volume.
Ability to create concise, user-friendly technical documentation.
Excellent communications and customer service skills
Hours of operation are 7:00am-9:00pm, Monday-Friday.
Saturday shift (9:00am-2:00pm) required, approximately every 5 weeks
**Unable to work with C2C, third parties, and individuals requiring sponsorship
We are an equal opportunity employer and make hiring decisions based on merit. Recruitment, hiring, training, and job assignments are made without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender id
To apply please email your resume to firstname.lastname@example.org
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