IT Onsite Support Technician

General Summary
Our IT Onsite Support Technician will actively be working at multiple clinic locations in Grand Rapids, Muskegon and Holland, Michigan. As on onsite Technician your focus will be on providing support at the user desk or within the location in need of assistance. Provide exceptional customer service. Respond to tickets indicating a user support request, and identify and resolve issues. Work with other resources and vendors to deliver effective support services. Provide ongoing technical support and follow up with staff. Stellar communication and customer service skills are essential for this role.

Primary Duties and Responsibilities (Essential Functions)

• Approximately two to three days per week will be spent at clinic site locations
• Clinics located in Grand Rapids, Muskegon, Holland and Big Rapids.

• Perform PC, peripherals, printer installations, upgrades and relocations onsite
• OS and application installations
• Setup and configure desktops and laptops for deployment
• Identifying, troubleshooting, resolving, and documenting user system issues
• Assist with inventory control of equipment and software
• Function as second level support in the help desk environment; provides immediate assistance when possible and appropriate

• Responding to end user support request tickets, calls, and emails:
• Updating service work notes
• Prioritizing work to resolve complex support client issues
• Collaborating with other CHCWM staff and vendor support resources to resolve requests
• Providing updates, status, and completion information to management

• Manage user accounts in Active Directory, Exchange, Communication applications (DocHalo), EMR systems and requests for hospital EMR access.
• Utilizing remote monitoring and management software to resolve client requests
• Ensuring the security of all configurations made on client systems
• Provide back-up support to phones and A/V systems
• Documenting solutions and building IT knowledge base
• Interacts in a cross-team capacity to meet customer and organizational needs
• Immediately bring to the attention of the Manager or Director, Information Technology areas of concern or items in need of correction as they are discovered
• Special assignments and projects as directed by the Manager

Qualifications

• Associate Degree in Computer Science or related field or equivalent experience – willing to consider 1-2 years of work experience in an IT Systems Support, desktop support, help desk or similar role.
• Strong interpersonal, verbal and written communication skills. Ability to effectively communicate and work with non-technical people on technical issues.
• Strong work ethic and the initiative and ability to work independently and in team environments.
• Attention to detail and good listening skills. Can follow complex instructions and pre-established guidelines to perform the job functions in accordance with established standards, concepts, practices, and procedures of CHCWM.

Preferred Knowledge/Skills/Abilities/Education/Experience

• Proven skills in PC repair, troubleshooting, deployment
• Remote desktop support applications
• Troubleshooting printer and fax issues
• Experience with data cabling and cable management
• A or Microsoft certifications are beneficial but are not required.
• Ability to manage multiple requests and issues
• Operating System experience in the Win 10, Mac OSX, Thin client OS
• End user management in Active Directory, Exchange, Office 365, Citrix

• Desktop applications, Office 365 applications
• Knowledge of desktop, laptop, mobile device operation
• Working knowledge of medical terminology
• Working knowledge of electronic medical records

Function as a team member by expanding his/her responsibilities as directed by management to facilitate optimal workflow within the cancer center.

Communicates and interacts with peers and other departments in a manner that is viewed as having a positive effect on patient services and CHCWM staff morale. Interacts effectively with patients/family members and demonstrates sensitivity in regards to cultural diversity, age specific needs and confidentiality.

This employee has access to medical records daily. The parts of the medical record s/he needs to references to perform his/her job are as follows: Lab Information System, Pharmacy Information System, Entire Chart/Electronic Medical Record (EMR), and Electronic Billing System (EBS).

Work Environment
Able to see clearly in an environment which is equipped with typical lighting. Able to perform manual tasks that require the use of fine muscle motor skills. Able to walk approximately one mile per workday. Able to stand and / or sit for prolonged periods. Able to access, input and retrieve information from computer. Very fast-paced and ever changing office environment. Demanding regarding deadlines and time frames. Very detailed and challenging work. Constant demand for updating knowledge. Some travel will be required as needed to provide support at one of our clinic locations. All travel will be located in West Michigan between Grand Rapids, Holland and Muskegon.

Job Type: Full-time