Client Support Tech

Yale New Haven Health; New Haven (CT); On-site; USD 65,000 - 90,000; Full time

Job summary

Yale New Haven Health is seeking an IT Desktop Support Technician to deploy and repair devices, diagnose issues, and maintain secure, reliable workstations across multiple sites. You will troubleshoot hardware, software, and network problems while keeping end users productive and informed.

The role requires an Associate degree (or equivalent) with 2+ years of Windows support experience; CT locations. Citrix/VDI familiarity and EMR/PMS experience are desirable.

Qualifications

• Associates degree or equivalent mix of education and experience required.
• Bachelors degree in Computer Science or related field preferred.
• 2+ years supporting desktops and peripherals in Windows environments.
• Experience with PMS/EMR apps (Epic, GE Centricity, eClinicalWorks, Allscripts, NextGen) desirable.
• CompTia A+, Network+, MCP certifications preferred; required certifications within 6 months.

Responsibilities

• Deploys and configures devices per policy.
• Troubleshoots problems and restores services quickly.
• Inspects equipment and wiring for pre-failure indicators.
• Maintains professional customer service and supports end users.

Skills

Customer service

Multitask

Communication

Problem resolution

Professional demeanor

Education

Associates degree

Bachelors in CS or related field (preferred)

Tools

Citrix

VDI

PC/hardware knowledge

Job description

Overview

To be part of our organization, every employee should understand and share in the YNHHS Vision, support our Mission, and live our Values. These values - integrity, patient-centered, respect, accountability, and compassion - must guide what we do, as individuals and professionals, every day.

Overview

To be part of our organization, every employee should understand and share in the YNHHS Vision, support our Mission, and live our Values. These values - integrity, patient-centered, respect, accountability, and compassion - must guide what we do, as individuals and professionals, every day.

Supports all YNHHS remote sites including all YNHHS owned and leased locations, NEMG sites and YSM locations. Resolves connectivity, application, device and network security issues in a timely manner in an effort to ensure uptime and consistency at all locations. Acts as liaison between YNHHS teams and all remote locations including MDs and their office staff by communicating technology related initiatives, downtimes and project timelines. Diagnoses and thoroughly resolves problems by distinguishing between local hardware, application and network problems. Coordinates the expeditious repair or replacement of defective equipment to ensure computer hardware and associated peripherals are functioning as designed. Vigilant for security threats, non-compliant activities and system anomalies. Resolves and documents tickets according to SLA's.

EEO/AA/Disability/Veteran

Responsibilities

• 1. Device Deployment
  • 1.1 Deploys new PCs in accordance with YNHHS policies and procedures
• 2. Device Repair
  • 2.1 Methodically and efficiently troubleshoots reported problems
• 3. Device Maintenance
  • 3.1 Inspects equipment, associated peripherals, and wiring for signs of pre-failure indicators
• 4. Customer Service
  • 4.1 Continually demonstrates professionalism and respect for the customer and team members.

Qualifications

EDUCATION

Associates Degree or equivalent combination of education and experience required. Bachelors Degree in Computer Science or related field, preferred

Experience

At least 2 years experience supporting desktop computers and peripherals in a Microsoft Active Directory environment. Proficient in all Microsoft client operating systems including Microsoft Windows7 operating systems and Microsoft Office 2013 and above. Knowledgeable of Citrix and VDI based applications and client/server relationships, Internet Explorer, TCP/IP protocols and antivirus solutions. Hands on experience with HP/Microsoft/Apple branded PCs, laptops, netbooks, and printers, including installation, testing, repair and maintenance of Network and PC hardware and software. Knowledge of PMS\EMR applications including Epic, GE Centricity, eCLinicalworks, Allscripts and NextGen, familiarity with physician office workflow and processes, desirable

Licensure

CompTia A+ , CompTia Network +, MCP certifications preferred. Required certifications must be completed within the first 6 months of employment. Failure to obtain the certifications within the prescribed timeline will result in termination. Must have a current driver's license and an acceptable driving record.

Special Skills

Exceptional customer service as demonstrated by written, verbal, listening, & interpersonal skills. Must demonstrate the ability to act/communicate in a professional and courteous manner. Ability to multitask and prioritize tasks and responsibilities accordingly. Must be able to install commercial and specialized software applications while strictly following internal policies, procedures and best practices. Ability to interact well with multiple groups both internal and external to our organization becoming the single point of contact for problem resolution. Exceptional listening, communication and problem resolution skills. Must be able to deal swiftly and appropriately with difficult situations while always maintaining a tolerant and professional demeanor.

YNHHS Requisition ID

180166