Client Technologies Engineer

Location

Various Hospital Based Locations:
Butler, Good Samaritan Hospital, Bethesda North Hospital.

Day Shift including weekend, holiday, and on‑call rotations.

This position provides high quality and responsive client‑side support and customer service by analyzing customer service requests and performing problem determination and resolution. The position responds appropriately to customer requests for service and documents remediation concisely. Position installs, diagnoses, images, repairs, and upgrades computer hardware, software, and equipment (printers, mobile devices). The position uses IS experience, including hardware, software, operating systems, operational and application knowledge and analytical tools to resolve issues.

The person prioritizes and completes customer requests in a timely, thorough, accurate manner, with escalation on behalf of the customer to appropriate staff level. Also responsible as needed to monitor and update asset management inventory. Technical support and knowledge of over 200 complex, high‑risk applications many unique to Healthcare. Ability to install and configure every application, resolving application compatibility and interoperability issues for software and hardware.

Diagnose and remediate viruses and malware. Be able to work efficiently within stringent time constraints to complete tasks that involve patient care systems, completing support tickets consistent with departmental Service Level Agreements. Provides first‑level (tier one) network, server and telecommunications support to over 200 off‑campus locations, as needed.

• Associate's Degree in Information Systems; or Computer programming or Computer Science or related field, or equivalent combination of education and experience;
  Equivalent experience accepted in lieu of degree
• Microsoft OS
• Deployment Technologies
• Application management
• Remote Management
• Command‑Line Protocols
• Diagnostic Tools
• Active Directory
• Encryption
• Certificates
• Written documentation skills
• 2‑3 years experience

• Provides medium to advanced technical support on‑site for client specific hardware, software, and applications.
• Research, analyze and resolve customer issues in an accurate and timely manner by using the appropriate tools and resources to assess situations and find resolutions while retaining ownership. Including documenting resolutions of support requests.
• Provides on‑call support via remote or on‑site for users after normal business hours, weekends, and holidays. While being on‑call, you are directly contactable by telephone/text/email/chat.
• Complete time tracking, as well as update/document incident or task updates in ticketing portal in a timely fashion to ensure that service level agreements are being met.
• Employee exhibits dependability in areas such as attendance, timely performance of duties, and demonstrates flexibility and/or initiative in seeking or accepting additional assignments.
• Exhibits professional image and behavior toward patients, visitors, physicians, and other employees and creates a positive impression consistent with Professional Etiquette.

• Climbing - Rarely
• Concentrating - Consistently
• Continuous Learning - Consistently
• Hearing:
  Conversation - Consistently
• Interpersonal Communication - Consistently
• Kneeling - Frequently
• Lifting