IT Technical Support Engineer

Genesis Cancer and Blood Institute

$16.00 - $30.21

The Technical Support Engineer position is one that provides rotational support for our clinics with "Hands On" technical support and training. This position will be responsible to ensure that the Tier 1 vendor is providing timely resolution to tickets. They monitor tickets, by clinic, to detect trends in technology issues and work with the SD Corporate team to implement solutions. This position requires the employee to travel to designated regional clinics to support daily technical operational issues, as required.

This position will require Customer Relationship Management support as it applies to the technology infrastructure (Issues, risks, mitigation plans, clinic documentation, communication to IT group for clinic needs, and drive customer satisfaction)

Examples of job duties:

• Required to travel to assigned regional clinics on an approved rotation schedule. Provide communication to the OM of the clinic as to the final schedule and the process for notification of a change to the schedule.
• Required to be at clinic minimum 1 hour maximum all day.

Examples of job duties:

• Develop relationships with all OM's for region assigned and facilitate an open dialogue with the OM on needs of the clinic. Quarterly customer satisfaction surveys will be done to measure the quality of delivery of service to monitor employee's performance

Examples of job duties:

• Facilitate training for new employees: profile build, access to applications, and security requirements. Work with the IT Training resource to conduct needed training for the clinic resources (face to face, webinar, online, etc)

Examples of job duties:

• Address physician's issues as they relate to usage of Dragon.
• Engineer and support Telemedicine devices. Must have strong knowledge of wireless troubleshooting, A/V conferencing, and online meeting support.
• Be conduit to vendor for issue resolution or training needs.

Examples of job duties:

• The corporate IT department will be launching multiple technology projects for the clinics to improve the workflows or level of service. This resource will be the key interface to work with the clinics on coordination and communication of all project deliverables, as well as ongoing support of the new technology.

Examples of job duties:

• Ability to proactively identify a problem. Must have understanding how to correctly categorize and prioritize the problem. While resolving the problem and provide detailed problem history to the appropriate internal business partner to assist in correcting the problem from reoccurring