Senior Desktop Support Engineer(L3 Level) with EMR(Electronic medical record)

Job Title

Customer-facing role supporting physicians and direct care clinics. Windows desktop support role with EMR experience a plus.

Primary Responsibilities

• Troubleshoot corporate applications with the use of a Knowledge Base and assign issues to the appropriate support group as needed
• Follow all escalation procedures according to service level agreement
• Use remote control tool (Bomgar) to assist end users when needed
• Provide an accurate record of each call in incident management tracking tool (Service Now)
• Demonstrate a depth and breadth of knowledge/skills in own area and is often able to apply this outside of own function
• Act as a technical resource to others to resolve problems, issues, errors or related
• Anticipate customer needs and proactively identifies solutions
• Plan, prioritize, organize and complete work to meet established objectives. Tech needs to work autonomously but has support from the larger team.

Requirements

• 3 or more years of experience with PC operating systems
• 3 or more years of experience in a customer service role
• 3 or more years of Technology Support experience
• Experience with Networking Principles, Internet Protocol Suite (TCP/IP), Local Area Networks (LAN) and Wide Area Networks (WAN)
• Experience with MS Office (including Word, Excel, and PowerPoint)
• Information Technology Certifications preferred
• Computing Technology Industry Association A+ Certification preferred
• IT Field tech experience, in any discipline, medical/clinical support preferred. Must have own transportation and be willing to travel to multiple clinics in the area when needed.

Skills

• Good communication skills
• Ability to articulate IT troubleshooting with non-IT personnel, providers, and medical staff
• Ability to work autonomously with little supervision and good documentation skills
• Minimum 3 years IT experience with 5 + preferred