IT Support Technician II

Atlantic Health; Morristown (NJ); On-site; USD 30,000 - 47,000; Full time

Job summary

Atlantic Health is seeking an IT Support Technician for the Ambulatory Desktop Support team to provide technical assistance across physician practices and urgent care sites. You will diagnose and troubleshoot software, hardware, and mobile devices, and deliver excellent customer service to clinical and administrative end users.

Based at the ambulatory dispatch hub at 435 South St with rotating coverage, you may support various facilities, working 7am–7pm Monday–Friday and some weekend rotations

Qualifications

• Experience providing end-user computing support in a healthcare IT environment.
• Knowledge of data security and healthcare regulations.
• Experience following IT incident/problem management workflows.

Responsibilities

• Uphold customer service excellence and act as department ambassador.
• Lead projects from inception to completion with timely delivery.
• Provide first-line technical support and escalate hardware/software issues as needed.
• Collaborate with IT team to implement new technologies.

Skills

End-user computing

Network PC/workstations

Hardware knowledge

Customer service

Communication

Analytical thinking

Project leadership

Problem management

Security/compliance

CMDB familiarity

Tools

CMDB

Asset management system

Job description

We are seeking a dedicated IT Support Technician to join our Ambulatory Desktop Support team, providing exceptional technical support across a geographically dispersed network of physician practices and urgent care sites. The ideal candidate will possess a strong blend of technical expertise and soft skills, ensuring a secure and efficient IT environment while delivering excellent customer service to clinical and administrative end users. This may include diagnosis and troubleshooting of all organizational software, hardware, and mobile devices, as well as remote-first triage, on-demand dispatch, and scheduled "milk-run" site circuits. They serve as an escalation point for Level 1 techs and act as the on-site technical presence for their assigned zone or circuit. The technician will primarily operate out of the ambulatory dispatch hub at 435 South St, with rotating coverage of urgent care and practice sites. Position may be assigned to any Atlantic Health facility, and hours may be modified at the discretion of Information Technology Management as necessary to provide reliable ambulatory support coverage aligned with practice hours (approximately 7am–7pm Monday–Friday, with weekend/urgent care rotations as needed).

Responsibilities

• Uphold our commitment to customer service excellence, acting as an ambassador of the department in a professional manner
• Experience leading projects from inception to completion, ensuring timely delivery and adherence to quality standards
• Strong knowledge of end-user computing, network-based PC/workstation systems, and hardware
• Collaborating/mentoring with other members of the IT team to develop and implement new technologies
• Follow Problem Management workflows to solve complex incidents and be a key stakeholder in problem resolution and knowledge sharing
• Respond to requests for technical assistance, providing first level technical support and timely resolution or escalation of hardware and software issues
• Ensure data security and compliance with healthcare regulations
• Basic understanding application, and end user workflows
• Strong consultative and communication skills
• Strong analytical abilities and decisiveness
• Responsible for maintaining and implementation of end user technology life cycle management processes including technology procurement, refresh, and disposition
• Perform basic to moderate configuration and repair of end user equipment, peripherals and mobile devices
• Responsible for partnering with the business units supported to understand the business impact of support issues
• Restoration and migration of user data
• Video Conference room equipment support and meeting support
• Potential after-hours support requirements
• Train end users on technology best practices
• Respond to all email, phone calls and service assignments in a timely manner
• Responsible for owning and supporting various applications in the CMDB
• Responsible for managing assets information, validation and conducting audits in the CMDB