Remote IT Support Services Technician - T3

at

RES Consultant Group

Boston, MA
Full Time
9mo ago

Company Description

Our Healthcare IT Managed Service Provider is looking for a highly skilled, Remote IT Support Services Technician T3 to be a critical part of their Managed Services Team and join their mission of revolutionizing Healthcare Information Technology. The ideal candidate is a self-starting and flexible individual, willing to be both hands-on, innovative, and interested in advancing a career within a growing company. 

Job Description

The Remote IT Support Services Technician T3 is responsible for analysis and alignment of customer IT infrastructures with our company’s defined best practices. This person represents the front line of the service arm, is fanatical about excellent customer service and is passionate about solving business problems with technology.

The Remote IT Support Services Technician T3 will maintain computer systems and networks aiming for the highest functionality helping our clients achieve and maintain their IT infrastructure needs. A successful Remote IT Support Services Technician T3 must have a thorough knowledge of computer software and hardware and a variety of internet applications, networks, and operating systems. This position involves using both technology skills and business acumen in support of the Company's clients systems as well as other technical request from management. She/He is responsible for working closely with the Company's clients and cross-functional support teams to manage and maintain the local and wide area network technology used by our clients and everything in between.

The position requires network administration skills, in-depth workstation knowledge and management for both Windows and Mac operating systems. The goal is to build, maintain and improve the efficiency of systems and networks to optimize the role of technology for business sustainability.   This requires focus and attention to detail, business intuition, excellent verbal and written skills, and the ability to professionally present ideas to all levels of the corporate structure.

Essential Duties and Responsibilities:

  • Set up workstations with computers and necessary peripheral devices (routers, printers etc.)
  • Check computer hardware (HDD, mouse, keyboards etc.) to ensure functionality
  • Perform regular, proactive service implementing best practices and standards
  • Minimize reactive issues through understanding and accurately applying existing proactive services
  • Drive the technical relationship with our clients
  • Collaborate with vCIO, Customer Experience, and Service Team to ensure excellent customer service is being delivered
  • Business awareness: specific knowledge of the customer and how IT relates to their business strategy and goals
  • Install and configure appropriate software and functions according to specifications
  • Develop and maintain local networks in ways that optimize performance
  • Ensure security and privacy of networks and computer systems
  • Provide orientation and guidance to users on how to operate new software and computer equipment
  • Troubleshooting multi-site Active Directory 2003/2008/2012 environments
  • Troubleshooting Microsoft Exchange 2007/2010/O365 environments
  • Workstation management and troubleshooting
  • Organize and schedule upgrades and maintenance without deterring others from completing their work
  • Perform troubleshooting to diagnose and resolve problems (repair or replace parts, debugging etc.)
  • Maintain records/logs of repairs and fixes and maintenance schedule
  • Identify computer or network equipment shortages and place orders
  • Improve customer service, perception, and satisfaction
  • Escalate service issues that cannot be completed within agreed upon service levels
  • Document internal processes and procedures related to duties and responsibilities
  • Responsible for diligently entering all time and expenses in the ticketing system as they occur

Qualifications

  • Degree in Computer Science, related field or equivalent on the job work experience
  • 5+ years in the technology field
  • Certification as IT Technician will be an advantage (e.g., CompTIA A+, Microsoft Certified IT Professional)
  • Proven experience as IT Technician or related position
  • Outstanding organizational and time-management skills
  • In depth understanding of diverse computer systems and networks
  • Good knowledge of internet security and data privacy principles
  • Exceptional communication skills
  • Excellent troubleshooting skills
  • Ability to adapt to changes quickly
  • Understanding of support tools, techniques, and how technology is used to provide IT services
  • Self-motivated with the ability to work in a fast-moving environment
  • The willingness to generate and maintain clear technical documentation and records
  • The ability to lift 50+ pounds
  • The capacity to learn existing and emerging technologies
  • The ability to provide technical support and problem resolution for unfamiliar software and hardware
  • Familiarity with ticketing systems or professional service automation tools
  • A reliable vehicle to travel locally to client sites
  • Ability to pass periodic mandatory drug testing and background checks

Preferred experience

  • Healthcare IT experience
  • CCNA - networking level
  • Citrix
  • Professional IT Certifications, such as MCSA, or MCSE, Citrix CCEA or CCIA, Cisco CCNA, CCNP, CCIE, or VMware VCP

Additional Information

If you feel you have the necessary qualifications please forward a copy of your resume and specify your desired salary.

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