Tech Support - Onsite Role

Company: Vaco Financial
Location: New Brunswick
Posted on: March 20, 2023

Job Description:

Role Summary The Technical Support Specialist III will report to the Director of IT Operations. This role will act as a quarterback and liaison for our technical support teams. The Technical Support Specialist III is tasked with assuring excellent IT service. A Technical Support Specialist III is the face of our IT organization and must demonstrate unparalleled customer service. This role will support our specialty medical practices. Technical Support Specialists collaborate with and direct a team of technical experts, either remote or on-site, to satisfy client requests and issues. The Technical Support Specialist III will coordinate all technical projects from research and planning to implementation for a practice, with the support of the rest of the team.Responsibilities

• Act as a liaison between our client and technical support teams.
• Maintain regular client meeting cadence to discuss, present and track technical projects/issues
• Annual creation, presentation, maintenance, and execution of Technical Business Review (consult and inform)
• Participate in timely client communication and tracking when emergency or escalated issues arise
• Maintain and contribute to documentation in ServiceNow.
• Directs team activities, lead, and manage team members
• Successfully follow protocols, processes and policies as outlined and presented by leadership via email, training materials and team meetings
• Operations of the day-to-day components of the Practice Service Desk. This includes, but is not limited to, trouble ticket resolution, technical customer service, and response to other items related to technology operations.
• Proactively raise flags to the rest of the IT team on potentially wider issues by keeping a pulse on incoming issues and trending site topics.
• Responds to and resolves requests for assistance with computer systems and provides superior customer support experiences for users.
• Logs and tracks problems; proactively maintains problem tracking databases as part of the problem resolution process.
• Trouble-shoot and escalate customer issues for which tier 1 Service Desk is unable to resolve.
• Determines appropriate technical area or vendor to resolve problems and coordinate with other technical areas as needed.
• Partners with product owners to ensure root cause analyses and elimination of service disruptions.
• Provide feedback and updates to customers and other appropriate teammates from start through resolution of enterprise-wide technology issues.
• Ensures service support processes, procedures, SLA's, performance metrics and service quality align with and exceed customer expectations.
• Helps to plan, test, and implement platform upgrades and maintenance in partnership with product owners.
• Define and implement continuous improvements to the service platform while identifying opportunities to leverage automation.
• Create standards and procedures to support service desk platform and processes.
• Build and maintain KPI measurements and reports to monitor service desk performance
• Participation in on-call support
• Other duties as assigned and occasional travelKey Competencies
  • Knowledge and understanding of best practices for service management.
  • An ability to think critically about systems and adjust as needed.
  • Proven experience of incident analysis, problem management, and the ability to sustainably remove inefficiencies in the support process
  • Proven experience of change management and the ability to qualitatively introduce updates to the technology operating environment
  • Strong communication skills, including the ability to be influential and persuasive with stakeholders.
  • An ability to market and promote the service desk and to advocate for necessary resources, support, and appreciation for the Service Desk
  • An ability to recognize service gaps and fill in as a utility player as necessary to complete work and close tickets when service requests spike or service desk resource availability is low
  • Strong knowledge of hardware, software, and network troubleshooting
  • Strong Project Management & Portfolio Management
  • Strong technical ability with working knowledge of MS Servers, SANs, Network Infrastructure
  • Able to successfully multitask and prioritize service issues
  • Experience with remote management of client computers and servers
  • Strong knowledge for performing:
    • Active Directory and Exchange user and group maintenance tasks
    • Virtual Environment Management of Exchange /O365, SQL server management and understanding of various Microsoft Server products (Hyper-V, VMWare, Remote Desktop Services, etc.)Qualifications
      • Bachelor's degree in information systems or healthcare related field is preferred
      • 4 - 5 years of experience in technology, service desk, and helpdesk
      • Healthcare related experience a plus
      • ITIL certification a plus
      • Basic certification in A+ and Microsoft Products is preferred; education and/or demonstrated experience may be substituted

Keywords: Vaco Financial, New Brunswick , Tech Support - Onsite Role, Other , New Brunswick, New Jersey