Help Desk Technician Tier I

Job Descriptions:
Sovereign Health System is a for profit, fully integrated, multi-specialty community healthcare system, based in Glen Rock, NJ.

The Company was formed from predecessor organizations in 2014 and has an established network of over 400 primary care and multispecialty physicians and surgeons, 14 surgery centers, five oncology/imaging centers, and partnerships with four hospitals.

Over the past 20 years, Sovereign has grown from a single medical practice to an integrated medical delivery network. Core business lines are multi-specialty medical groups, ambulatory surgery centers and oncology centers, complemented by a range of ancillary medical services, including management and billing services, lab services, anesthesia, supply chain management, insurance, technology, and transportation.

We are seeking a Tier 1 Help Desk technician to provide phone, email and direct support for Sovereign Medical Services internal Staff.

Essential Job Functions

Troubleshooting all information technology issues, including software, hardware, and networking.

Install and update desktops, laptops, PDAs, peripherals, networks, and related software.

Answers help desk telephones for assigned account(s) and responds to moderately complex customer inquiries to ensure customer needs are met.

Assists the customer in resolving complex technical problems on a primary account by providing guidance regarding software and hardware problems. Resolves and/or refers highly complex technical problems as appropriate.

Follows up with customers to ensure that customer inquiries are resolved within the contracted or agreed upon time frame.

Logs and tracks inquiries using a problem management database and maintains history records and related problem documentation.

Identifies, evaluates, and prioritizes customer problems and complaints to ensure that inquiries are successfully resolved.

Analyzes and evaluates inquiry/problem reports and makes recommendations to reduce help desk call rates.

May provide leadership and work guidance to less experienced personnel.

Mainly Tier 1, partly Tier 2 Support Level

Working with a global team, providing Network-/Security Services on a high level of quality,

e.g. Management and Support of around 20 satellite office including the main headquarters in Glen Rock – New Jersey, managing roughly 600 nodes

MAJOR ACCOUNTABILITY

Support and be responsible for defined system administration activities on an allocated/defined system or environment.

Actively respond to incidents and requests

Support defined areas of the business, e.g. departments or countries in user and operational

Requirements, troubleshooting and migration to new versions.

Write all related documentation / update data in online tools

Act and perform according to defined SLAs

Design configuration and administration in support of on-going projects, moves and changes

Interaction with other support teams around the world

KEY PERFORMANCE INDICATORS / MEASURES OF SUCCESS

Ensure stable and well performing system environment.

Apply professional competencies to administrate and optimize the assigned system environment.

SOFT SKILLS

Team player

Flexible attitude, reliable

Network maps and document writing

Customer friendly appearance

Willingness to travel

IT SKILLS

Networking fundamentals, mainly TCP/IP

Basic understanding in Routing and Switching protocols

Microsoft OS and Office knowledge

Wireless technologies and protocols know-how desirable

VPN technologies (IPSec and SSL) desirable

CERTIFICATIONS / TRAININGS (of advantage)

IT Security related trainings/certificates

Network (incl. Wireless) related trainings/certificates

MCITP, CCNA, CCNP RHCE, VCP etc highly desirable

Required Experience:
Basic Qualifications

At least a High school diploma or G.E.D.

Two or more years of technical training

One or more years of technical or customer support experience

Experience working with company products and operating systems

Experience with solving computer-related problems

Experience working with company escalation policy

Other Qualifications

Tier 1 call experience

Microsoft Office, A+ and Network+ certifications are preferred but not required

Interpersonal skills for interacting with team members and clients

Communications skills

Organization skills to balance and prioritize work

Analytical and problem solving skills

Leadership skills to mentor and provide guidance to less experienced personnel

Ability to work in a team environment

Configure and administer a defined technology/system (e.g., Hardware, Operating Systems,

Network and middleware) in support of on-going operations and projects.

Manage incidents and requests for a defined technology environment Provide network specific technical expertise for the support of security network system

Keyword: IT Support Specialist – Level 1 Tech

From: Sovereign Medical