On-Site IT Support Technician II — Fast-Paced Healthcare

Alliance Physical Therapy Partners; Grand Rapids (MI); On-site; USD 42,000 - 64,000; Full time

Job summary

Alliance Physical Therapy Partners is seeking a Customer Service Technician II to support Alliance’s users and partners from our Central Services Team (CST) in Grand Rapids, MI, on-site only. You will provide level 1–2 IT support, manage tickets, assist with site acquisitions, travel to clinics, install and maintain equipment, and contribute to a knowledge base while upholding HIPAA and security practices.

This role offers growth in a fast-paced healthcare IT environment with strong emphasis on

Qualifications

• 1–3 years’ experience in IT support.
• Willingness to travel up to 30% (within Grand Rapids clinics and some remote travel).
• Understanding Windows and Android tablet operating systems.
• Understanding of patient care services within a clinic environment.
• Working knowledge of the Microsoft 365 platform.
• Willingness to “get stuff done” and demonstration of an ownership mentality.
• Desire to work at a fast-paced corporate environment.
• Superior organization skills and attention to detail.
• Network systems administration experience in a corporate environment.
• Strong experience with PC hardware and software required.
• Analytical skills are necessary to troubleshoot user problems and determine user needs and system requirements.
• Strong communication and interpersonal skills, possess a strong customer satisfaction attitude with the ability to train both inexperienced & experienced users in the use of technology, in person and over the phone.
• You can juggle multiple assignments without letting details fall through the cracks.
• Great problem-solving skills.
• Work well both independently and with groups.
• Maintain HIPAA Security awareness and processes within IT Healthcare.
• Detail oriented person with excellent written and oral communication skills, ability to follow through on project actions and tasks
• Utilizes good judgment.
• Must demonstrate ability to handle diversity amongst people and environments.
• Ability to maintain confidentiality of sensitive information.

Responsibilities

• Provides IT level 1 and 2 user support to Alliance’s users and hosted solutions for inbound support calls and incoming support tickets.
• Manages support cases/tickets reviewing cases/tickets from specific queues to be resolved within their SLA’s. Escalate IT tickets to level 3 and 4 as needed.
• Assists in acquisitions and mergers of new sites and users to ensure easy transitions.
• Travel to newly acquired sites to assess technology needs and understanding of new site.
• Fulfillment: Orders of new equipment based on defined equipment standards as needed.
• Receiver of equipment from clinics to be fixed or replaced as needed.
• Maintain equipment spares for replacement delivery as needed.
• Maintain and fix existing computer systems as needed.
• Onsite at our Central Services Team (CST) headquarters in Grand Rapids Michigan to maintain IT visibility, support and IT equipment inventory.
• Identify potential areas of improvement within existing platforms and systems.
• Track and document all issues for compiling a working knowledgebase.
• Educate users on the functions of installed general office applications, operating systems and cloud-based phone system.
• Administer Microsoft’s Entra Directory along with Exchange Online.
• Assists with the orientation of new employees in appropriate IT procedures and/or helping them get started with the applicable computerized systems.
• Follow offboarding procedures.
• Installs and provides routine maintenance on users’ PCs, printers, hardware and software.
• Manage the tracking of hardware and software modifications to the Alliance network.
• Makes recommendations regarding hardware and software to meet identified business needs.
• Evaluates, selects and applies proven techniques, procedures and criteria, in making enhancements and modifications to desktop related hardware and software.
• Some work will involve off-hours, weekend and on-call services after normal business hours. Will carry cell phone to facilitate communications both during and after normal business hours.
• Follows corporate IT policies and procedures as defined.
• Performs and assumes other duties and responsibilities as required.
• Willingness to cross train in all areas of support.
• Data cleanup when needed within the Alliance platforms.
• Providing training for internal employees on all Alliance platforms when needed.
• Setting up new users within the Alliance platforms.

Skills

IT support

Windows

Android tablets

Microsoft 365

Network administration

HIPAA awareness

Communication skills

Problem-solving

Team collaboration

Job description

Alliance Physical Therapy Partners is seeking a Customer Service Technician II to support Alliance’s users and partners from our Central Services Team (CST) in Grand Rapids, MI, on-site only. You will provide level 1–2 IT support, manage tickets, assist with site acquisitions, travel to clinics, install and maintain equipment, and contribute to a knowledge base while upholding HIPAA and security practices.

This role offers growth in a fast-paced healthcare IT environment with strong emphasis on