Overview

Envision Healthcare is a multispecialty physician group and practice management company. Established in 1953, our organization provides anesthesia, emergency medicine, hospital medicine, radiology, primary/urgent care, surgical services, and women’s and children’s health services to hospitals and health systems nationwide. Sheridan Healthcare, EmCare, Reimbursement Technologies and Emergency Medical Associates have recently joined forces to form Envision Physician Services. As one organization, we now provide a greater scope of service than any other national physician group. Our collective experience from hundreds of local, customized engagements, culture of continuous lean process improvement, and team of experts in the business of healthcare enable us to better solve complex problems and consistently give healthcare organizations confidence in our execution. Our combined organization serves more than 780 healthcare facilities in 48 states and the District of Columbia.

If you are looking for a stable, fast-paced, growing Company in the healthcare industry that is committed to innovation, excellence, and integrity, then this may be a great next step in the advancement of your career.

We currently have an exciting opportunity available for an experienced Desktop Support Technician II. Candidate needs to be local to the Nashville, TN area and must be able to work onsite our Nashville HQ office

Position Summary

The Desktop Support Technician II role is a member of our Field Operations team and is responsible for managing the full life cycle of IT equipment for both clinical and non-clinical users. This includes reviewing requirements, recommending solutions, promoting standards, tracking inventory, imaging, configuring, and deploying systems, supporting, securing, and maintaining those systems, and the eventual deprovisioning and secure disposal of those systems when they reach end of life. This position requires a high degree of professionalism, teamwork, customer centricity, communication, a passion for working directly with end users, and top-tier technical aptitude. Task ownership from start to finish, with communication to the customer, is vital. Interactions with multiple teams, such as Service Desk, Infrastructure & Operations, Information Security, and Application Support is essential.

Responsibilities

• Performs imaging, configuration, and deployment of software and IT equipment
• Maintains, upgrades, and moves IT equipment
• Reviews end-user requirements, recommends solutions, and promotes standards
• Receives shipments, asset tags, and tracks equipment in asset management tool
• Supports end-users via phone, remote support tools and hands-on interaction
• Skilled in issue determination and resolution
• Supports and troubleshoots Microsoft Office and other application issues
• Supports and troubleshoots Windows and Mac OS issues
• Supports and troubleshoots network connectivity for approved PCs and mobile devices
• Ensures that PCs meet IT security policy by installing security tools and applying security patches
• Escalates issues and effectively communicates to appropriate personnel for resolution
• Provide on-site/smart-hands support as requested by Infrastructure and Operations and Security teams
• Documents all work related to customer incidents and requests in the ServiceNow ticketing system
• Writes and edits knowledge base articles of known issue resolutions and technical information
• Performs root cause analysis on recurring issues as part of Problem Management with the goal of reducing incidents
• Identifies repeat tasks for scripting/automation as well as process improvement
• Occasionally lifts and/or moves up to 50 pounds
• Some travel required to support remote offices (10 – 25%)
• Provide afterhours support (on-call rotation)
• Sets and achieves weekly and monthly goals based on KPIs that measure handling of incidents and requests (# of incidents & requests resolved, customer satisfaction, # errors in documenting/handling of tickets, and mean time to resolution)
• Other duties as assigned
• Reads and abides by the company’s code of conduct, ethics statements, employee handbook(s), policies and procedures and other corporate mandates, including participation in mandatory training programs
• Reports any real or suspected violation of the corporate compliance program, company policies and procedures, harassment or other prohibited activities in accordance with the reporting policies of the company
• Obtains clarification of policy whenever necessary and may use the resources available through the Compliance, Human Resources or Legal Department to do so

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

• Ability to work in a fast-paced team environment and comfortable adjusting to changing priorities
• Self-directed and detailed oriented with the ability to prioritize and execute tasks with minimal supervision
• Must have excellent customer service skills and strong verbal / written communication skills with the ability to communicate effectively with both novice computer users and experienced professionals
• Must effectively manage time to make certain customer incidents are properly responded to in a timely manner
• Must have working knowledge of imaging, setup, repair and configuration of Dell, Apple, Microsoft hardware
• Must have working knowledge of Microsoft Windows operating systems, Microsoft Office, and the ability to troubleshoot related issues accordingly
• Must have experience with Active Directory administration
• Must have experience with Citrix administration and end-user support
• Must have working knowledge in the configuration and troubleshooting of network printers, scanners and other peripherals.
• Must have the ability to prioritize tasks and effectively complete assignments within an estimated time frame.
• Should have a general understanding of IT Service Management concepts (ITIL, ITSM)

Education/Experience

• Associate Degree and/or related certification and 4 or more years of related experience in a Desktop Support environment
• Bachelor's Degree from four-year College or University preferred

Computer Skills

To perform this job successfully, an individual should have knowledge of:

• Windows 10 operating system troubleshooting and configuration
• Microsoft Office 2016/O365, configuration and troubleshooting
• Desktop hardware / software installation, configuration and troubleshooting
• Printer, scanner and other peripheral installation, configuration and troubleshooting
• Network configuration and troubleshooting
• TCP/IP protocols and ports
• Desktop imaging creation / deployment experience with MDT and SCCM preferred
• Ticketing system documentation and knowledge base article creation experience

Certificates And Licenses

• Preferred: A , Network , Microsoft, ITIL

If you are ready to join an exciting, progressive company and have a strong work ethic, join our team of experts! We offer a highly competitive salary and a comprehensive benefits package.

Envision Physician Services uses E-Verify to confirm the employment eligibility of all newly hired employees. To learn more about E-Verify, including your rights and responsibilities, please visit www.dhs.gov/E-Verify .

Envision Physician Services is an Equal Opportunity Employer.

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