IT Support Technician II

We are seeking a dedicated IT Support Technician to join our Ambulatory Desktop Support team, providing exceptional technical support across a geographically dispersed network of physician practices and urgent care sites. The ideal candidate will possess a strong blend of technical expertise and soft skills, ensuring a secure and efficient IT environment while delivering excellent customer service to clinical and administrative end users. This may include diagnosis and troubleshooting of all organizational software, hardware, and mobile devices, as well as remote-first triage, on-demand dispatch, and scheduled "milk-run" site circuits. They serve as an escalation point for Level 1 techs and act as the on-site technical presence for their assigned zone or circuit. The technician will primarily operate out of the ambulatory dispatch hub at 435 South St, with rotating coverage of urgent care and practice sites. Position may be assigned to any Atlantic Health facility, and hours may be modified at the discretion of Information Technology Management as necessary to provide reliable ambulatory support coverage aligned with practice hours (approximately 7am–7pm Monday–Friday, with weekend/urgent care rotations as needed).

Responsibilities

• Uphold our commitment to customer service excellence, acting as an ambassador of the department in a professional manner
• Experience leading projects from inception to completion, ensuring timely delivery and adherence to quality standards
• Strong knowledge of end-user computing, network-based PC/workstation systems, and hardware
• Collaborating/mentoring with other members of the IT team to develop and implement new technologies
• Follow Problem Management workflows to solve complex incidents and be a key stakeholder in problem resolution and knowledge sharing
• Respond to requests for technical assistance, providing first level technical support and timely resolution or escalation of hardware and software issues
• Ensure data security and compliance with healthcare regulations
• Basic understanding application, and end user workflows
• Strong consultative and communication skills
• Strong analytical abilities and decisiveness
• Responsible for maintaining and implementation of end user technology life cycle management processes including technology procurement, refresh, and disposition
• Perform basic to moderate configuration and repair of end user equipment, peripherals and mobile devices
• Responsible for partnering with the business units supported to understand the business impact of support issues
• Restoration and migration of user data
• Video Conference room equipment support and meeting support
• Potential after-hours support requirements
• Train end users on technology best practices
• Respond to all email, phone calls and service assignments in a timely manner
• Responsible for owning and supporting various applications in the CMDB
• Responsible for managing assets information, validation and conducting audits in the CMDB

• Associate degree (preferred) or equivalent work experience
• Microsoft Certification(s), or other IT related certifications preferred
• Networking: Basic understanding in networking concepts to manage the growing network infrastructure within healthcare facilities
• Cybersecurity: Demonstrated skills in cybersecurity to protect patient information and healthcare systems
• Cloud Services: Basic understanding of cloud services and virtual desktop infrastructures, such as VDI and Citrix, as healthcare moves more services to the cloud
• Soft Skills: Strong communication skills to explain technical issues in layman’s terms and active listening to understand user needs
• Continuous Learning: A commitment to continuous learning and adapting to new technologies and software updates

EXPERIENCE

• 2+ years of experience in desktop support, preferably in a healthcare setting
• Experience leading projects from start to finish preferred