IT Support Technician

Petaluma, California, United States | Full-time | COVID-19 remote

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Health Information Technology Care, LLC (HITCare) is looking for an Information Technology Support Technician to join our growing team. We are a company providing professional services to healthcare organizations throughout the country. We are headquartered in the North Bay and the majority of our clients are within driving distance. Our team has deep expertise with all aspects of healthcare software and related infrastructure technology. We enjoy leveraging the latest technology at our client sites while focusing on providing world-class service & solutions. We are looking for a team member to grow with our company.

The IT Support Technician will work with our senior engineers to triage and respond to technical support requests. This position will provide remote support from our offices in Petaluma, CA. This is a unique opportunity to get hands-on with a wide variety of systems and applications.

To be successful in this position the candidate needs to be a great communicator, a solid problem solver, and a hardware/software generalist with a focus on client satisfaction.

Essential Functions:

  • Log all relevant incident/service request details, allocating categorization and prioritization codes
  • Provide first-line investigation and diagnosis
  • Resolve incidents/service requests when first contacted whenever possible
  • Escalate incidents/service requests that they cannot resolve within agreed timescales
  • Keep users informed of progress
  • Close all resolved incidents, requests and other calls
  • Conduct customer/user satisfaction call-backs/surveys as agreed
  • Communicate with users – keep them informed of incident progress, notify them of impending changes or agreed outages, etc.
  • Update the configuration management system
  • Participate in technology projects (upgrades, rollouts, remediation, onboarding, etc).
  • Work closely with and escalate issues as necessary to other HITCare resources.
  • Monitor and respond to alerts from our remote system monitoring tools and if necessary input issues into our service ticketing system that are discovered through remote monitoring.
  • Manage equipment and software inventory for clients.
  • Perform routine desktop hardware support and repairs for clients.
  • Log all billable time per client support contracts
  • Document all work comprehensively in order to establish continuity of communication internally and for our clients

Supervisory responsibilities: None

Education:

At least one industry certificate or equivalent post high school education:

  • Minimum: A+, Network+, etc.
  • Preferred: MCSE (or equivalent), CCNA, etc.

Experience:

  • 2-3 years hands-on experience working in a business technology related position
  • Experience providing amazing customer service/support
  • Prior experience working with a ticketing system (AutoTask, Connectwise, etc)
  • Extra points awarded for experience for:
    • Using a Managed Services product such as Kaseya, N-Able, Labtech – N-Able preferred.
    • Prior experience in the healthcare delivery environment
    • Prior experience working in Managed Service Provider (MSP) environment

Skills & Abilities:

  • Firm grasp of tools required to administer Windows platforms (Win 7/1, Window Server 2008/2012)
  • Ability to perform basic troubleshooting on a business LAN\WAN
  • Able to perform quick yet effective troubleshooting of Windows based applications, networking, virus/malware, etc
  • Able to perform basic tasks in key Active Directory.
  • Technical understanding of virtualization technologies such as VMWare, HyperV and XenAPP\Citrix.
  • Basic navigation ability on MacOS
  • Able to coach and guide users through basic computer tasks
  • Excellent people, organization and communication skills.
  • Ability to work as a self-starter while collaborating as part of a team.
  • Able to maintain calm under pressure and thrive dealing with the unexpected.

Physical Demands:

  • Ability to lift over 50 pounds occasionally (servers, equipment, etc)
  • Ability to sit or stand for prolonged periods

Miscellaneous:

  • Valid driver’s license
  • Reliable automobile and insurance required. Mileage is reimbursed.
  • If chosen for an interview please expect both a phone interview and the possibility of an in-person interview including a skills test. We carefully check references.

The Candidate chosen for this position may have the opportunity, after certain training milestones are achieved, to have a flex schedule in which some work can be done nights and weekends, e.g. server reboots, server provisioning, applying updates and other after-hours troubleshooting. 

 

Benefits: salary DOE, medical, dental, vision, 401k, profit sharing, and other great things as we come up with them!

 

To Apply:

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