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Support Technician

Company: Useready
Location: Avon By The Sea
Posted on: February 21, 2021

Job Description:

About USEReady * Ranked #113 in Inc. 5000* Red Herring Top 100 North America Winner* Tableau Gold Partner for 5 consecutive years* Tableau Services Partner of the Year 2015, 2017, 2019, 2020* Informatica Parther* Received award for best marketing partner with Tableau* Tableau Services & Training and Alliance partner nominee of the year 2016* Alteryx, Collibra, Snowflake, AWS & Micros USEReady seeks a Support Technician in Neptune, NJ. This role provides a competitive salary and benefits. The ideal candidate will play a key role in providing front line support for our internal customers and is responsible for the installation and troubleshooting of computer hardware and software within a LAN environment as well as analysis and planning of ongoing and future needs. Provide Level I and Level II support for end user equipment and software, file servers, networking, peripherals, and VOIP phones for both local and remote sites. Responsibilities include remote and desktop support requests, end user training, mobile device support and troubleshooting, monitoring, resolving and reporting/escalation of issues. Work closely with the engineering team to identify and recommend opportunities for improvement based on their front-line experience. Additionally, participate as a technical resource needed on both large and small projects. Play a key role in educating and ensuring end users follow appropriate security precautions and maintain and follow standards in accordance with HIPAA and HITECH compliance requirements. Key Responsibilities:

  • Respond to daily end user support needs, such as hardware, software, peripheral, mobile device, and VOIP phone requests and issues for both on-site and remote users
  • Ability to setup, configure, and roll-out hardware and software as needed
  • Test, image and maintain PC's, laptop, monitors, printers, and other related hardware.
  • 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
  • Escalate all service requests and change orders that may require additional resources for timely closure or escalated priority.
  • Work with 3 rd party vendors as required
  • Assist in developing and documenting improvements to current processes
  • 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 Officer in a timely fashion.
    • 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.??? Required Experience:
      • Minimum of 2-3 years prior experience in a Technical Support/helpdesk capacity.
      • At least 2 years of hands on technical knowledge of laptop and desktop design and software installation experience in a break-fix environment
      • 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 complete all assigned tasks as scheduled including, but not limited to:
      • Filling out Standard Checklists as required.
      • Log all requests/incidents 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 required in a timely and efficient manner.
      • Exceptional Customer Service 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, Chrome and Microsoft Office
      • Knowledge of Windows File Server shares and permissions
      • Knowledge of client/server technologies
      • Knowledge of basic client network technologies
      • Knowledge of Active Directory is a plus
      • Experience using Office 365 is a plus
      • Experience with call center software is a plus
      • Candidate must be willing and able to travel to either location as needed.
      • Knowledgeable of 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.
      • Ability to lift heavy equipment and perform manual labor as needed. Desired Experience:
        • Knowledge of Active Directory is a plus
        • Experience using Office 365 is a plus
        • Experience with call center software is a plus - provided by Dice

Keywords: Useready, Brick , Support Technician, Professions , Avon By The Sea, New Jersey

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