What are the responsibilities and job description for the Technical Support Engineer- Site Support position at Shirley Ryan AbilityLab?
The Technical Support Engineer
- Provides in-person support to end users and individual departments/clinics.
- Manages and maintains end user devices including desktops, laptops, tablets, connected medical equipment, IP phones, smartphones, and all associated peripherals
- Provides second tier end-user support via telephone in ACD Help Desk Environment.
- Provides primary desktop and IT support to executive team.
- Provides primary support for the IT configuration of connected medical equipment.
- Assists systems and network engineers on infrastructure projects as needed.
- Participates in network maintenance and support activities such as hardware installations, software installations, system monitoring and back-ups, establishment of user accounts, background job runs and troubleshoots basic hardware and software problems.
- Documents all user interactions per established procedures in ITIL compatible Service Desk management system.
- Manages and documents resolutions in assigned Service Desk system work queue to ensure that issues are resolved in a timely manner and appropriate trouble ticket documentation is captured.
- Recommends system and process modifications to reduce user problems and improve customer service.
- Documents systems changes using ITIL best practices.
- Perform all other duties that may be assigned in the best interest of the Shirley Ryan AbilityLab.
- Reports directly to the End User Computing Manager
- Associate's degree in Computer Science or Management of Information Systems, or equivalent work experience is required. Microsoft Systems Certification (MCSE / MCITP) highly desired.
- Minimum of 5 years of technical support experience required.
- Advanced knowledge of Microsoft Desktop OS configuration, Mac OSX, Android, Apple iOS, Microsoft Office Suite, and associated management utilities (e.g. anti-virus, encryption, software update services, etc).
- Advanced experience utilizing fleet management systems (e.g. Microsoft SCCM and MobileIron) to deploy images, remote control end-devices, apply patches, etc.
- Superior customer service skills.
- Experience troubleshooting end user computing devices (e.g. desktop, laptops, tablets) in a client server environment required.
- Experience troubleshooting connected medical equipment (e.g. health monitors, clinical smartphones, nurse call components) highly desired.
- Familiarity with healthcare delivery processes a plus.
- Ability to work effectively and responsibly in a team or independently.
- Ability to read, understand and implement established procedures.
- Ability to drive to Shirley Ryan AbilityLab remote sites in the Chicagoland area to provide end-user support.
- Ability to transport and move PCs, printers, and related hardware weighing up to 30 pounds.
- On a rotating basis, provide 24x7 on-call support via emergency pager.
- Normal office environment with little or no exposure to dust or extreme temperature.
- 24x7 Support Operation.
- Shifts aligned to clinical workloads and schedules
- Travel to remote sites required in personal vehicle.
- May be exposed to other settings within the healthcare environment for short periods while meeting with others and/or observing work flow.