Client Technologies Engineer

Job Overview

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.

Installs, diagnoses, images, repairs and upgrades computer hardware, software, and equipment (printers, mobile devices). Uses information systems experience, including hardware, software, operating systems, operational and application knowledge and analytical tools to resolve issues. Prioritizes and completes customer requests in a timely, thorough, and accurate manner, escalating on behalf of the customer to appropriate staff level. Also responsible for monitoring and updating asset management inventory.

Provides technical support for over 200 complex, high‑risk applications unique to healthcare, including installation, configuration, and resolution of application compatibility and interoperability issues. Diagnoses and remediates viruses and malware. Works 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.

Location:

Various hospital‑based locations;
Butler, Good Samaritan Hospital, Bethesda North Hospital.

Schedule:

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

• Associate's Degree in Information Systems, Computer Programming, Computer Science, or related field, or equivalent combination of education and experience (equivalent experience accepted in lieu of degree).
• Proficiency with Microsoft Operating Systems.
• Experience with deployment technologies.
• Application management skills.
• Remote management capabilities.
• Command‑line protocols knowledge.
• Diagnostic tools proficiency.
• Active Directory experience.
• Encryption and certificate management.
• Strong written documentation skills.
• 2–3 years of relevant experience.

• Provides medium to advanced technical support on‑site for client‑specific hardware, software, and applications.
• Researches, analyzes, and resolves customer issues accurately and promptly using appropriate tools and resources, documenting resolutions of support requests.
• Provides on‑call support via remote or on‑site for users after normal business hours, weekends, and holidays; is directly contactable by telephone/text/email/chat during on‑call periods.
• Completes time tracking and updates/documentation of incidents or tasks in the ticketing portal in a timely manner to ensure service level agreements are met.
• Exhibits dependability in attendance and timely performance of duties, and demonstrates flexibility and initiative in seeking or accepting additional assignments.
• Exhibits a professional image and behavior toward patients, visitors, physicians, and other employees, creating a positive impression consistent with professional etiquette.