IT Technical Support Engineer

AON Central Services, LLC; United States; On-site; USD 22,000 - 42,000; Full time

Job summary

AON Central Services, LLC is hiring a Technical Support Engineer to provide hands-on technical support across multiple clinics in a regional rotation. The role includes travel, training delivery, and ensuring timely ticket resolution with the Tier 1 vendor.

You will monitor clinic tickets, track trends, and collaborate with IT for incident mitigation and improved service delivery. The position requires 2–5 years of help desk experience, strong problem-solving and communication skills, and the

Qualifications

• Bachelor’s degree in computer science preferred.
• 2–5 years Help Desk experience and proven experience documenting ticket detail to support development of knowledge-based articles for Tier 1.
• Strong problem solving, analytical and organizational skills.
• Excellent communication and customer service abilities.

Responsibilities

• Travel to assigned regional clinics on an approved rotation schedule.
• Provide communication to the OM of the clinic as to the final schedule and the process for notification of a change to the schedule.
• Develop relationships with all OMs for region assigned and facilitate an open dialogue on clinic needs.
• Address physician issues related to Dragon usage and support Telemedicine devices.
• Coordinate with corporate IT on project deliverables and maintain ongoing support for new technology.
• Identify and categorize problems; provide thorough problem histories to prevent recurrence.
• Resolve Citrix Director/Receiver issues and related end-user profiles.

Skills

Problem solving

Time management

Interpersonal skills

Communication

Customer service

Education

Bachelor’s degree in computer science

Tools

Citrix

UniPrint

Microsoft

MAC

Job description

Location: Genesis Cancer and Blood Institute Hiring Range: $16.00 - $30.21 Position Summary: The Technical Support Engineer position is one that provides rotational support for our clinics with “Hands On” technical support and training. This position will be responsible to ensure that the Tier 1 vendor is providing timely resolution to tickets. They monitor tickets, by clinic, to detect trends in technology issues and work with the SD Corporate team to implement solutions. This position requires the employee to travel to designated regional clinics to support daily technical operational issues, as required. This position will require Customer Relationship Management support as it applies to the technology infrastructure (Issues, risks, mitigation plans, clinic documentation, communication to IT group for clinic needs, and drive customer satisfaction)

KPA 1 – Travel & Support for a Regional Rotation Schedule

Examples of job duties:

• Required to travel to assigned regional clinics on an approved rotation schedule.
• Provide communication to the OM of the clinic as to the final schedule and the process for notification of a change to the schedule.
• Required to be at clinic minimum 1 hour maximum all day.

KPA 2 – Customer Relationship Management

Examples of job duties:

• Develop relationships with all OM’s for region assigned and facilitate an open dialogue with the OM on needs of the clinic.
• Quarterly customer satisfaction surveys will be done to measure the quality of delivery of service to monitor employee’s performance

KPA 3 – Training

Examples of job duties:

• Facilitate training for new employees: profile build, access to applications, and security requirements.
• Work with the IT Training resource to conduct needed training for the clinic resources (face to face, webinar, online, etc)

KPA 4 – Sheldon/Dragon/WOW Support

Examples of job duties:

• Address physician’s issues as they relate to usage of Dragon. Engineer and support Telemedicine devices.
• Must have strong knowledge of wireless troubleshooting, A/V conferencing, and online meeting support.
• Be conduit to vendor for issue resolution or training needs.

KPA 5 – Special Project Technical Support (e.g. Titus)

Examples of job duties:

• The corporate IT department will be launching multiple technology projects for the clinics to improve the workflows or level of service. This resource will be the key interface to work with the clinics on coordination and communication of all project deliverables, as well as ongoing support of the new technology.

KPA 6 – Problem Management for Dedicated Region

Examples of job duties:

• Ability to proactively identify a problem.
• Must have understanding how to correctly categorize and prioritize the problem.
• While resolving the problem and provide detailed problem history to the appropriate internal business partner to assist in correcting the problem from reoccurring

KPA 7 – Citrix Front End Support

Examples of job duties:

• Strong knowledge of troubleshooting Citrix director, Citrix Receiver, UniPrint Print mapping, end-user profiles.
• Must understand Single Sign On and how this integrates with Citrix

Position Qualifications/Requirements

1. Education: Bachelor’s degree in computer science preferred

2. Previous Experience: 2-5 years Help Desk experience and proven experience documenting ticket detail to support development of knowledge-based articles for Tier 1.

3. Core Capabilities:

• Analysis & Critical Thinking: Critical thinking skills including solid problem solving, analysis, decision-making, planning, time management and organizational skills. Must be detailed oriented with the ability to exercise independent judgment.
• Interpersonal Effectiveness: Developed interpersonal skills, emotional intelligence, diplomacy, tact, conflict management, delegation skills, and diversity awareness. Ability to work effectively with sensitive and confidential material and sometimes emotionally charged matters.
• Communication Skills: Effective communication skills (oral, written, presentation), is an active listener, and effectively provides balanced feedback.
• Customer Service & Organizational Awareness: Strong customer focus. Ability to build an engaging culture of quality, performance effectiveness and operational excellence through best practices, strong business and political acumen, collaboration and partnerships, as well as a positive employee, physician and community relations.
• Self-Management: Effectively manages own time, conflicting priorities, self, stress, and professional development. Self-motivated and self-starter with ability work independently with limited supervision. Ability to work remotely effectively as required. Must be able to work effectively in a fast-paced, multi-site environment with demonstrated ability to juggle competing priorities and demands from a variety of stakeholders and sites.

4. Certifications/Licenses: ITIL, Microsoft, MAC, Citrix, UniPrint, (Desired) Valid state Driver’s License for travel to satellite offices and offsite meetings. Compliance with the company Driver Safety Operations and Motor Vehicle Records Check Policy is required #AONA

About AON

AONA American Oncology Network AON is an alliance of physicians and veteran healthcare leaders dedicated to ensuring the long-term success and viability of oncology diagnosis and treatment in community-based settings. It is the fastest growing national network of community oncology practices delivering local access to exceptional cancer care. AON serves its expanding network of partner practices by providing proven practice management expertise. Our employees across the country work together to empower physicians to make cancer care better. By driving integrated, collaborative care, we are proudly helping community oncologists deliver the highest quality care to every patient. Cancer touches everyone. Being able to make a difference in the lives of those fighting this disease is something our employees at AON cherish and never take for granted. A career in oncology offers all sorts of rewards. But working at AON offers employees more than most. As a fast-growing national company, the opportunity to join a national workforce with flexible work options is available. We offer competitive compensation packages that include comprehensive health insurance with a robust provider network. Our 401k, which offers a 100% match and investment options, is available to full-time and part-time staff members, and we feature a generous Paid Time Off (PTO) program. At AON, we offer you more than a job, we offer you a career. As a network of independent oncology practices working together as one, we host annual summits each year, providing our employees a chance to collaborate with AON peers from across the country. Promoting from within is a priority at AON, and we support our team members continued growth through professional development programs and tuition assistance.