IT Support Engineer

Job Overview:

Support Engineer works with the rest of the IT team to support internal, external users and Tier 2. They will specialize in certain software to support users with software, hardware, training, and project support. Will also identify common issues and build testing scenarios and come up with solutions.

Primary Job Responsibilities:

• Corporate helpdesk tickets/calls

• Field support tickets/calls

• Units repair / build

• Attend to escalated user issues

• Escalate issues to Admin, Kvikna or Leadership

• Complete project tasks

• Cross train to keep skills in Data, Unit repair, and other support software

• Maintain assigned software or application

• Run reports

• Perform other duties as needed or required

Qualifications

Education/Experience:

• High school diploma or equivalent required. Bachelor’s degree preferred

• 3-5 years of Healthcare IT experience

Qualifications:

• Provide outstanding customer service to Internal and External Users

• Answer phones in a timely manner

• Complete tickets with notes describing steps taken

• Follow through tickets till completion within the SLA

• Troubleshoot issues before escalation

• Escalate tickets with detailed description of issue and attempted fixes

• Communicate roadblocks to leadership

• Identify patterns with issues

• Must be adaptable to our constantly changing environment and requests

• Maintain HIPAA regulations

• Stay up to date on assigned software or task

• Cross train other IT members on your assigned software or task

• Report all updates to leadership on a weekly basis and when requested

• SOP creation

• Create testing outline and follow through

• Research new technology to improve business needs

• Sound understanding of computer systems (hardware/software), networks etc.

• Proven ability to solve problems creatively

• Strong interpersonal skills and extremely resourceful

• Strong organization skills and the ability to multi-task

• Outstanding verbal and written communication skills

• Ability to work within strict time lines and manage multiple priorities

• Ability to work with minimal supervision

Required Licenses/Certifications:

• None

Physical Requirements:

• Ability to sit for extended periods of time

• Repetitive movement of fingers and hands

• Talking and hearing

• Reaching with hands and arms

• Clarity of vision at 20 feet or less

Mental Requirements:

• Read, evaluate and interpret data

• Data entry

• Performing mathematical operations

Work Environment:

• Standard office environment

Hazards:

• None

Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

This job description is subject to change at any time.