Summary

Spire Orthopedic Partners is a growing national partnership of orthopedic practices that provides the support, capital and operational resources physicians need to grow thriving practices for the future. As a Management Services Organization (MSO), Spire provides the infrastructure for administrative operations that allows practices to operate at their highest level, so doctors can focus their efforts on what matters most patient care. Rooted in the 100-plus-year legacy of its founding partners, the network spans the Northeast with 100 physicians, over 1000 employees and 23 locations from Connecticut, New York and Massachusetts.

Essential Duties and Responsibilities include but are not limited to the following:

• Be a proactive, self-motivated IT professional who is interested in new technologies and working for a fast-paced growing organization. 

• Effective support call management and acumen in a high demand multi-tasking environment. 

• Actively monitor, prioritize, and manage requests for technical support. 

• Provide accurate detailed work notes into the service desk to ensure co-workers and end users are aware of work status and resolutions. 

• Provide white glove support to Executives, Physicians, and clinical staff. 

• Identify, research, and resolve complex technical problems.

• Perform administrative duties and document internal procedures as needed. 

• Inventory management tasks such as counting, organization and receiving. 

• Collaborate with team members and Management to ensure user-friendly solutions and services are delivered. 

• Configure and deploy IT and medical device equipment as well as manage inventory tracking. 

• Research problems and identify trends in support requests. 

• Facilitate video conferencing sessions with products such as Teams, Zoom and WebEx. 

• Provide outstanding communication with IT management, team members and business stakeholders. 

• Assist with onboarding and off boarding users and vendors. 

• Instructing employees in the proper use of equipment, software, and devices. 

• Responsible for deploying approved software configurations and updates, hardware maintenance and troubleshooting. 

• Troubleshoot and trace network cabling and Wi-Fi infrastructure. 

• Troubleshoot, configure, and deploy VOIP phone solutions such as Webex calling and Avaya. 

• Create internal and End- User IT training documentation for existing and new deployments or IT initiatives. 

• Travel between ONS and Spire Orthopedic Partner locations to facilitate requests that require timely dispatch or installation. 

• Participate in regular on-call rotating shifts as needed. 

• Participate in off hour or weekend work if needed for critical support and project related tasks. 

Qualifications

Required Skills

• Effective Time management and organization to handle multiple project tasks and support tickets effectively. 

• Advanced working knowledge of Windows 10/11 and Microsoft Office software packages.

• Strong Remote Control support skills using tools such as ConnectWise Control and related products. 

• Strong Network connectivity troubleshooting with endpoints and IOT devices. 

• Advanced troubleshooting of IPADs and Mobile Operating Systems: iOS, Android. 

• Experience working with virtual desktop environments and related hardware /troubleshooting scenarios. 

• Fundamental understanding of network and server technology concepts. 

• Fundamental understanding of IP addressing, subnetting and VLAN concepts.

• A firm understanding of enterprise IT policies and security procedures. 

• Experience with user administration in Microsoft 365 products such as exchange online, Azure Active directory. 

• Experience with user administration and troubleshooting of OneDrive. 

• Experience using and/or troubleshooting Windows 10 in an Azure/Hybrid joined / Intune environment. 

• Well-rounded confident helpdesk phone acumen to get users back to work with little or no downtime.

• Experience dealing with manufacturer vendor support to expedite vendor escalation and RMA requests. 

• Practical understanding of the ITIL framework. 

Education and Experience

• Healthcare/Finance experience is strongly preferred. 

• Associates or bachelor’s degree with a technical focus or equivalent experience. 

• Minimum of 5 years of progressive hands-on IT experience and customer service in an enterprise IT environment. 

• A /Network Certifications strongly preferred. 

• ITIL Foundations is preferred. 

• Additional Industry related certifications are a plus. 

Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The Technical Support Specialist should be able to work with objects up to 50 lbs., be able to sit or stand for extended periods of time as well as navigate through our sites. Crawling under desks, in network racks, etc. as needed. 

We are an equal opportunity employer. Qualified Applicants are considered for positions and are evaluated without regard to mental or physical disability, race, color, religion, gender, national origin, age, genetic information, military or veteran status, sexual orientation, marital status or any other classification protected under applicable Federal, State or Local law.
We will endeavor to make a reasonable accommodation to the known physical or mental limitations of a qualified applicant with a disability unless the accommodation would impose an undue hardship on the operation of our business.

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