Systems Support Technician

Job Overview

At Commence, we’re the start of a new age of data‑centric transformation, elevating health outcomes and powering better, more efficient processes for program and patient health. We combine quality data‑driven solutions that fuel answers, technology that advances performance, and clinical expertise that builds trust to create a more efficient path to quality care.

Full‑time

• Provide technical support assistance to end users by responding to questions and concerns.
• Troubleshoot common issues and escalates complex technical service and hardware/software issues as needed.
• Document services provided and share troubleshooting techniques with the IT Department.
• Configure and install users’ application software and hardware.
• Lead or participate in technical pilot and production rollouts, document results, and provide input to procedural and support processes being established.
• Ability to effectively work internally with DOMA production technicians and external clients, partners, and users.
• Facilitate at DOMA offices: installation, programming, maintenance, and repair of software, machinery, and equipment.
• Provide on‑call after‑hours technical support for customers and internal notification.
• Identify problems and guide clients through corrective steps.
• Write and maintain documentation to improve client references.
• Improve system performance by solving problems and recommending effective changes.
• Perform routine technical assistance and maintenance duties.
• Other duties as assigned.

• Associate’s degree in Computer Science or Information Technology preferred.
• 1–3 years of experience in desktop hardware, software installation, and remote/local support, including service‑level compliance and performance measurement.
• 1 year of experience in facilitating hands‑on technical training.
• Microsoft Certification preferred.
• Expert knowledge of Microsoft Office applications; ability to maintain and troubleshoot databases and networks.
• Proven experience creating technical documentation associated with processes/procedures and problem‑management tickets.

• Highly detail‑oriented.
• Strong ability to work independently as well as collaborate closely with others.
• Good oral and written communication skills.
• Excellent customer service skills.
• Ability to solve practical problems and deal with a variety of concrete variables in situations with limited standardization.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• Frequently required to talk or hear to provide technical support to customers, vendors, and internal employees.
• Must be able to lift and/or move computer hardware and components (e.g., monitors, hard drives, scanners, and laptop computers).
• Ability to obtain and maintain proper security clearance requirements.

The work environment is an office setting in a climate‑controlled environment. Employees are required to sit, read, work on a computer, and watch a computer screen for extended periods of time. Occasionally, the role requires standing, walking, using hands and fingers, kneeling or crouching, and lifting and/or moving up to 50 pounds.

Commence.

AI is committed to providing equal employment opportunities to all applicants, including individuals with disabilities. If you require a reasonable accommodation to participate in the application process due to a disability, please contact Human Resources at  or hr. Please note that unless you are requesting accommodation, all applications must be submitted through our online application system.