Description:

Job Purpose

The Support Technician will play a key role in providing front line support for our internal customers and is responsible for the analysis and planning for the installation and troubleshooting of computer hardware and software within a LAN environment. This position functions as a point of technical services contact for IT and is accountable for technical service request resolution, providing Level I and Level II support for end users equipment and software, file servers, networking, peripherals, and VOIP phones for both local and remote sites. Responsibilities include remote and desktop support, end user training, mobile device support and troubleshooting, monitoring, resolving and reporting/escalating of off hours issues. Additionally, participates as a technical resource needed in both large and small projects. Leads in educating and ensuring compliance for end users as it relates security in accordance with HIPAA and HITECH standards.

Duties and Responsibilities

• Respond to daily end user support requests, such as hardware, software, peripheral, mobile device, and VOIP phone issues for both on-site and remote users
• Ability to setup, configure, and roll-out of hardware and software as needed
• Organize and maintain IT Inventory and assist in the deployment/retirement of hardware as needed
• Document incidents and processes as directed and ensure that all tickets requiring follow up work and/or calls receive appropriate attention
• Maintain, analyze, and troubleshoot, software and computer peripherals
• Assist in developing and documenting improvements to current processes.
• Test, image and clean PC's, laptop, monitors, printers, and other related hardware.
• Escalate all service requests and change orders that may require additional resources for timely closure or escalated priority.
• Complies with all IS Policies, Procedures and Standards including but not limited to: Systems/Workstation Security, HIPAA Privacy and Security Regulations associated with Electronic Protected Health Information (ePHI).
• Stay abreast of new and emerging security threats and mitigation approaches for your respective area and perform periodic security reviews of your assigned areas
• Work to ensure regulatory compliance (HIPAA, etc.) in all aspects of data utilization and information access.
• Ensure all proposed changes follow the Change Management policy and procedure for production changes
• Use, protect and disclose patients' protected health information (PHI) only in accordance with Health Insurance Portability and Accountability Act (HIPAA) standards and enforce such for all direct reports
• Limit viewing of PHI to the absolute minimum as necessary to perform assigned duties
• Report any security or HIPAA violations or concerns to the HIPAA Officers in a timely fashion

Requirements:

Qualifications

• Minimum of 2-3 years prior experience in a Technical Support capacity
• Ability to be part of an on-call rotation and work a flexible schedule as needed
• Position is based in Neptune, NJ, with occasional travel to Parsippany, NJ. Initial training will be based out of Parsippany. Candidate must be willing and able to travel to either location as needed.
• Bachelor's degree in related field, equivalent work experience in the IT field, and/or industry certification(s)
• Ability to effectively communicate and provide support over the phone for remote staff and customers
• Ability to be a flexible, team player and willingness to learn in a fast-paced environment are a must
• Ability to lift heavy equipment and perform manual labor as needed
• At least 2 years of hands on technical knowledge of laptop and desktop design and software installation experience in a break-fix environment
• Ability to complete all assigned tasks as scheduled including, but not limited to:
• Filling out Standard Checklists as required.
• Entering Service Requests into the call tracking system.
• Log all calls into the call tracking system ensuring that the user name and related details are recorded accurately.
• Escalating Service Requests to the appropriate group or individuals as detailed in a timely and efficient manner.
• Exceptional Customer Service and communication skills, both verbal and written
• Must be a self-starter with the ability to adhere to procedure
• Expert knowledge of Microsoft Windows 10, Internet Explorer, and Microsoft Office
• Experience using Office 365 is a plus
• Knowledgeable about endpoint protection and associated best practices
• Proficient with Mobile Devices, wireless networks, and peripherals such as printers, scanner, etc.
• Strong analytical, logical thinking and problem-solving skills
• Excellent organizational and follow-up skills with strong attention to detail

Working Conditions

• Ability to work a flexible schedule and weekends as needed
• Ability to be on call
• Physical Demands: While performing the duties of this job, the employee is occasionally required to move around the work area; Sit; perform manual tasks; operate tools and other office equipment such as computer, computer peripherals and telephones; extend arms; kneel; talk and hear. Ability to lift heavy equipment and perform manual labor as needed.
• Mental Demands: The employee must be able to follow directions, collaborate with others, and handle stress.
• Work Environment: The noise level in the work environment is usually minimal.

Med-Metrix will not discriminate against any employee or applicant for employment because of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, genetic information (including family medical history), political affiliation, military service, veteran status, other non-merit based factors, or any other characteristic protected by federal, state or local law.