PartnerMD, a membership medical practice specializing in primary care and executive health, has an employment opportunity for an IT Specialist (Help Desk). This position will work as part of a team to provide desk-side and remote support for PartnerMD’s end-user community. This includes desktop computers, laptops, applications, local peripherals (scanners and printers), network printers, and mobile devices (Smartphones, Tablets, iPads). As part of a small IT team, the successful candidate will have the opportunity to work in a dynamic electronic healthcare computing environment where end-user support is a top priority while also having the opportunity to acquire and apply new skills.
ESSENTIAL ROLE RESPONSIBILITIES:
· Provide end-user support
§ Support clinical and business users (desk-side and remote) to rapidly troubleshoot, diagnose and resolve problems to restore end-user productivity
§ Utilize a help desk ticketing system to capture, share, prioritize, and analyze support tasking to ensure Service Level Agreements (SLAs) are met.
§ Execute moves, adds and changes (users, devices, and telephones) to minimize the impact on end-user productivity.
§ Network and system administration tasking associated with the provision of end-user support, to include new user set-up, and access rights administration.
§ Configure, installs, and maintain new and replacement hardware and software configurations (desktops, laptops, printers, scanners, application software, etc) including the build-out and deployment of new office configurations
· Perform other duties as required
§ Create and improve of IT documentation.
§ Participate in team efforts to identify, design, implement, and operate/maintain new IT systems and network infrastructure to support the needs of the business.
§ Participate in a on-call staff rotation to provide emergency after-hours (including weekend) support.
§ Travel occasionally to support of other offices
JOB QUALIFICATIONS & COMPETENCIES:
§ Bachelor’s degree in Computer Science or related discipline or equivalent work experience
§ Minimum 5 years overall experience with a minimum of 2 years of directly related work experience in a similar computing environment (the technologies – and focused on system availability and delivering outstanding end-user support).
§ Experience supporting enterprise-class business critical applications in a dynamic and demanding environment.
§ Strong analytical, troubleshooting and problem resolution skills
§ A passion for providing exceptional end-user support.
§ Ability to work independently – to multi-task and set/adjust priorities in a fast-paced environment to meet established SLAs – and to communicate proactively to seek guidance from management to resolve conflicting priorities and/or deadline commitments.
§ Demonstrated “flexibility” to adapt to a very dynamic business computing environment
§ Ability to handle sensitive information and maintain a high level of confidentiality
§ Strong communication and interpersonal skills – including the ability to effectively communicate complex technical issues to both technically oriented team members as well as very non-technical end-users.
§ Demonstrated knowledge/experience in core technologies: Windows 7/10, Windows Server (2012), Microsoft Active Directory, Microsoft Office, Microsoft Exchange, wireless networking (802.11), Dell hardware (desktops and laptops), desktop scanners, Apple IOS devices (iPhones/iPads), network printing, Symantec EndPoint, remote-support tools such as Bomgar, and Barracuda email filtering appliance
o Experience in a Healthcare environment
o Windows Remote Desktop Services (RDS) and Citrix environments (thin-client computing)
o VMWare-based virtual computing environment.
o Experience with data backups (creation, management, etc.), ideally utilizing the Veeam Backup and Replication product.
o Microsoft or equivalent certifications demonstrating required core competencies.
o Experience with telephone system administration (MACs) – Nortel and Avaya
REPORTING AND OTHER EXPECTATIONS
The position will report to the IT Director with significant contact and involvement with other members of the management and administrative team and with the general public. The work will be based at PartnerMD’s office in Richmond, VA, and will require occasional travel.
A candidate must be a non-smoker. All offers are contingent on the satisfactory results of a drug screening and a background check for criminal, credit and Department of Motor Vehicle history. To apply, please send a resume and compensation expectations. PartnerMD offers a competitive salary with excellent benefits. Unfortunately, we are unable to accept phone calls, faxes or resumes submitted without compensation expectations included. To learn more about PartnerMD, we invite you to visit our website at www.partnermd.com
PartnerMD is a membership medical practice that combines state-of-the-art medical technology with a commitment to providing truly personal primary care. Our innovative approach to medicine offers total convenience and access to your personal physician including: 24/7 access to your doctor via phone or email, an annual three-hour holistic wellness assessment, a personal health portfolio based on this assessment, ongoing monitoring of your personal health goals, home visits when medically necessary and so much more. PartnerMD also offers prevention-focused Executive Physicals that have been featured in Fortune magazine. Our health assessments are comprehensive evaluations carefully designed to be a seamless, one-day battery of tests and consultations driven by state-of-the-art technology and one-on-one time with your physician.