It Service Desk - 2Nd Shift

OVERVIEW:

This is a fantastic opportunity to be a prime mover in a rapidly growing, patient-focused business. We are actively recruiting for a talented IT Specialist to join our team of energetic and compassionate professionals. You will report to the Manager of IT and assist with defining infrastructure strategy and deployment of new systems. You will be responsible for managing workstations, answering queries on technical issues, troubleshooting, working with vendors where needed, and offering advice to our users to resolve their issues. This is a newly created role to help support IntellaTriage’s growth and improve technical support.

IntellaTriage’s mission is to act as an extension of each client by using a tailored approach to deliver compassionate, around-the-clock care through the clinical expertise of our virtual Registered Nurses. Bottom line – we want to ensure our providers’ patients can receive the care they need any time, any place. IntellaTriage acts as a triple threat after-hours by ensuring all stakeholders benefit. We provide our customer’s patients with the comforting and medically appropriate guidance they need during the most trying times. We help our customer’s nurses reduce their workload and improve overall job satisfaction by reducing burnout. We improve our customer’s bottom line by reducing the overall cost of delivering after-hours care.

This is a 2nd shift position and you will work every weekend. The shift will be something like 4 days working 10 hours or 3 days working 12 hours based on what works best for the successful candidate.

WHAT YOU’LL DO:

You will provide technical support for a remote workforce.

We are a 24x7x365 business, so after-hours on-call rotational support is required.

Working closely with the Manager of IT Operations, you will be responsible for the following:

• Record events and problems and their resolution in logs
• Perform the IT portion of new employee training & onboarding
• Identify and suggest possible improvements in procedures
• Walk the customer through the problem-solving process
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Follow-up and update customer status and information
• Direct unresolved issues to the next level of support personnel
• Determine the best solution based on the issue and details provided by customers
• Serve as the first point of contact for customers seeking technical assistance over the phone or email
• Pass on any feedback or suggestions by customers to the appropriate internal team
• Provide accurate information on IT products or services

Requirements

• A grasp on IT infrastructure and operations best practices
• Experience with endpoint imaging software (For Example: SmartDeploy, Kace, Ghost etc.) would be a huge plus
• Some experience working in IT
• Strong critical thinking and decision-making skills
• Healthcare industry experience with an understanding of Information Security for PII/PHI as well as HIPAA requirements preferred
• Some experience with endpoint (Laptop) deployments
• Quickly and correctly diagnose and resolve basic technical issues
• World-class customer service
• Knowledge of computer systems, security, network and systems administration (Azure), databases, data storage systems, and VOIP systems
• Experience working with remote workforce and users of all levels of technical aptitude

Your Traits & Characteristics

• You show up to work. You keep your word and commitments while taking ownership of your role
• You get things done. You identify areas of opportunity and make strides to address them autonomously
• You are relentless in your pursuit of success
• You treat patients like family. You are dedicated to excellent work to ensure the success of our nurses to treat patients with the respect and empathy they deserve
• You have excellent communication skills and are empathetic
• You do what is right every time and without question
• You own your attitude. You have a positive mindset and overcome adversity with confidence

Benefits

Competitive Benefit Package.