Job Description

About the Job

This role is responsible for providing comprehensive first-contact resolution (FCR) technical support to internal users across a diverse range of hardware, software, and specialized systems. The position requires strong technical skills, critical thinking, and effective communication, with a focus on delivering excellent customer service to support over 18,000 users across ~1,000 offices nationwide. The role primarily involves service desk support, with occasional in-person troubleshooting. The candidate will also collaborate with clinical and executive teams, ensuring seamless IT operations in a fast-paced, dynamic environment.

Key Responsibilities :

• Serve as the primary point of contact for IT support, providing FCR for technical issues via phone, ticketing systems, or in-person support.
• Troubleshoot and resolve a wide range of hardware, software, and network issues, including:
  • Practice management systems
  • Imaging systems and modalities ( PACS/DICOM for radiology and X-ray troubleshooting).
  • Standard applications such as Microsoft Office 365 and Windows OS.
  • Networking issues (basic diagnostics, such as IP configurations or identifying network hardware/software conflicts).
• Document all troubleshooting steps, system information, and resolutions in the ticketing system for seamless handoffs and visibility.
• Collaborate with field technicians or escalate issues as necessary for physical or advanced hardware repairs.
• Provide exceptional support to internal users, including clinical staff executives, and administrative employees, ensuring minimal downtime.
• Support system setup and maintenance for end-users, including hardware configurations, software installations, and updates.
• Assist with maintaining and troubleshooting specialized systems and clinical tools.
• Adhere to service-level agreements (SLAs) and ensure high levels of customer satisfaction.
• Contribute to the creation and maintenance of technical documentation and knowledge base articles.
• Actively participate in team collaboration, sharing knowledge, and assisting with peer development.

Qualifications :

• Required :

  • Demonstrated experience in technical troubleshooting, especially in a service desk environment .
  • Proficiency in diagnosing and resolving a wide variety of IT issues (hardware, software, and network).
  • Familiarity with ticketing systems for tracking and documenting support requests.
  • Strong critical thinking and problem-solving skills with the ability to work unscripted.
  • Excellent written and verbal communication skills, with a focus on detail and clarity.
  • Customer-focused approach with a commitment to high-quality service.
  • Ability to manage multiple priorities and work in a dynamic, fast-paced environment.
  • Basic understanding of network concepts (IP addressing, ping vs. trace route, etc.).

• Preferred :

  • PACS/DICOM modalities experience.
  • Experience working with specialized imaging systems (X-ray software/hardware troubleshooting).
  • Certifications such as CompTIA A+ , ITIL , or CCNA (preferred but not required).
  • Familiarity with ServiceNow or other IT service management tools.
  • Experience working in a healthcare/IT environment or with clinical systems.

Additional Information :

• Work Schedule: 7 AM – 4 PM, 8 AM – 5 PM, or 9 AM – 6 PM. No remote or hybrid options; this role requires on-site presence .
• Strong emphasis on collaboration, continuous learning, and willingness to tackle challenges without reliance on scripted solutions.
• Candidates with military backgrounds or those with strong problem-solving and troubleshooting aptitudes are encouraged to apply.

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