Healthcare IT Technician

We are looking for a highly-skilled, Tier III-quality Healthcare IT Technician to be a critical part of our Service Team and join our mission of revolutionizing Healthcare Information Technology. The ideal candidate is a self-starting and flexible individual, willing to be both hands-on and innovative, interested in advancing a career within a growing company. We’re interested in strong leadership qualities and a desire to serve in the role of Team Lead.

If you’re powered by providing exceptional customer service and able to walk the talk that excellent service is vital to our success, this is the opportunity for you. Our team is filled with passionate people who strive to make a genuine difference for our clients. If you are a driven person who exceeds expectations and appreciates a relaxed environment and awesome coworkers, come talk to us.

GENERAL SUMMARY:
A Managed Services Technician will have designated clients that they work with on a regular basis in helping the customer achieve and maintain their IT infrastructure needs. A Technician will typically be working at a customer site and is responsible for working closely with clients and cross functional True North support teams to manage and maintain the local and wide area network technology used by our clients. This position involves using both technology and business skills in support of our client’s networks. The position requires network administration skills, in-depth workstation knowledge and management for both Windows and Mac operating systems, attention to detail, business intuition, excellent verbal and written skills, and the ability to professionally present ideas to all levels of the corporate structure. She/He is responsible for analysis and alignment of customer IT infrastructures with True North defined best practices. This person represents the front line of True North’s service arm, is fanatical about excellent customer service and is passionate about solving business problems with technology. Strong Networking skills (CCNA level), Citrix, and Healthcare IT (EMR) experience preferred.

Essential Duties and Responsibilities:
Develop and maintain technical knowledge of assigned client environments

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 assigned clients

Provide remote support when not engaged in on-site appointments

Manage and maintain Up-To-Date Client Documentation

Proven Leadership qualities and desire to serve as Team Lead

Additional Duties and Responsibilities:
Improve customer service, perception, and satisfaction

Collaborate with vCIO, Client Account Management, and Service Team to ensure excellent customer service

Escalate service issues that cannot be completed within agreed service levels

Business awareness: specific knowledge of the customer and how IT relates to their business strategy and goals

Develop in‐depth knowledge of the service catalog and how it relates to customer needs

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

Work through a daily schedule that has been established

Trouble-shooting modern networks including but not limited to TCP/IP, DNS, DHCP, switches, routers, firewalls, and wireless.

Trouble-shooting multi-site Active Directory 2003/2008/2012 environments.

Trouble-shooting Microsoft Exchange 2007/2010/O365 environments.

Workstation management and troubleshooting.

Understand processes in True North’s PSA solution by completing assigned training materials.

Enter all work as service tickets into True North PSA solution.

Review IT publications and online materials to remain up‐to‐date with current and future technologies emerging in the industry

Knowledge, Skills, and/or Abilities Required:
Professional IT Certifications, such as: CCNA, CCNP, CCIE R&S, Network+, CISSP, Security+, VCP 6, Citrix CCA

Troubleshoot T3 networking issues: Routing, MPLS, VPN, P2P, Meraki, Cisco ASA, Sonicwall, OSI, VMware

Exceptional Communication skills

Excellent Trouble shooting 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

Typing speed of 50 words per minute or higher

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

Professional appearance and behavior (appropriate dress, punctuality, tactfulness, etc.)