Solution Tech II

POSITION SUMMARY

The Solution Technician II will act as a subject matter expert responsible for providing in house resolutions for all escalated Windows system needs. Under limited direction, the Solution Technician II will perform the following job duties:

• Maintain exceptional customer service to all end users and internal staff.
• Respond to escalated incident requests within defined time frames.
• Generate and maintain exceptional documentation and knowledgebase articles.
• Coordinate knowledge sharing activities with other team members.
• Monitor the infrastructure for problems and proactively resolve those issues identified.
• Participate in projects with high operational, tactical, technical or business impact.
• Maintain Service Levels (SLAs) Adherence.

• Experience with TCP/IP networks and routing configuration
• Experience with Citrix / VMWare View
• Thin Client experience with Win IoT and/or Thin Linux
• Experience with Team Viewer or other screen sharing application
• Experience with Remedyforce
• Medical Imaging Software Experience (PACs/DiCOM)
• A+, N+, MCSE or MCP Certifications
• Associates or bachelor’s degree
• Dental Patient Management Systems (Denta Pro, Dentrix, Eagle Soft, Practice Works)
• Experience with VMWare Administration
• Wireshark or other network troubleshooting product
• MS Excel Intermediate or better proficiency
• Call Center applications (e.g., ACD, Dialer)
• Voice systems (SIP gateway configuration, SIP trunking)
• WAN MPLS networks, SD-WAN networks, circuit provisioning
• Previous Healthcare support environment