Job Description

Job Title: Desk Site Support

Locations: Oneonta NY 13820/Cooperstown NY 13326

Mode : Contract

Core Function

The technology support specialist provides onsite IT support at a customer site (hospital & clinic environments) within ProHealth Care. This position is responsible for a wide variety of hardware, software, application, throughout the healthcare system. This function includes support to incident break/fix, service request fulfillment, deployments, upgrades, hardware lifecycle management, and collaborative work with other tier II and III IT and shared services teams throughout the organization as the boots on the ground resource.

Primary Responsibilities & Competencies

• Incident Documentation and Root Cause Analysis: Accurately document issues and resolutions in ticketing systems and assist in root cause analysis to prevent recurrence.
• Training and Knowledge Sharing: Provide training or knowledge-sharing sessions for end-users on common issues, software use, or new technologies.
• Project Support: Participate in or lead small IT projects such as system upgrades, application rollouts, or infrastructure changes.
• Compliance and Security Adherence: Ensure all work complies with organizational security policies, data protection standards, and healthcare regulations (e.g., HIPAA).
• Inventory and Resource Management: Monitor and manage IT inventory, ensuring appropriate stock levels of spare hardware and replacement parts.
• Collaboration with Vendors: Work closely with third-party vendors for advanced troubleshooting, warranty claims, or specialized support services.
• Proactive Maintenance: Perform regular checks and maintenance on systems and devices to ensure optimal performance and prevent failures.
• Service Level Agreements (SLAs): Ensure adherence to SLAs for response and resolution times, prioritizing tasks accordingly.
• Cross-Team Collaboration: Act as a liaison between on-site teams and higher-tier IT teams to escalate and resolve complex issues effectively.
• Provide customer service support to both internal users, external customers, and vendors on Prohealth Care’s Network.
• Install, deploy, troubleshoot, repair, maintain, and lifecycle hardware and software throughout the organization.
• Maintains detailed and accurate records in workload management, asset management, and administrative applications.
• Provides tier I and II support in all areas of the organizational service portfolio.
• Provides excellent customer service to all levels of employees including customers, peers, and leadership.
• Accurately follows documentation and checklists to ensure efficiency and consistency.
• Participates and engages in team meetings, team building activities, and other opportunities to strengthen the department.
• Communicates in a professional, positive and timely manner in person, on the phone, and via electronic means.
• Uses routine troubleshooting methodologies that provide efficient, effective resolution and minimize impact to the customer.
• Self-directed once assigned work and functions with considerable independence.
• Shows an interest in learning more advanced aspects of the functional skills.
• Actively maintains a level of self-study related to technology and customer service.
• Able to communicate with the customer in non-technical terms so the users can understand.

Qualifications

• Associate degree in relevant field with 4+ years technical support experience or 6+ years of technical support experience in lieu of a degree.
• Experience with the deployment, repair and maintenance of computer hardware such as workstations, laptops, IP phones, smartphones, tablets, printers, copiers, and scanners.
• Experience with the deployment, repair and maintenance of software such as the Microsoft Office Suite and Windows operating systems.
• Familiarity with general networking and customer/server concepts.
• Adaptability, teamwork, and problem-solving abilities in a high-pressure, healthcare-focused environment.
• Ability to lift 40 lbs, work in an environment of varying temperatures, ability to navigate within buildings/units/floors, and travel throughout the service delivery area with a reliable mode of transportation.

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