Systems Support Technician I

Commence; Virginia Beach (VA); On-site; USD 40,000 - 60,000; Full time

Job summary

Commence is seeking a Systems Support Technician I to provide end-user support for moderately complex incidents and service requests related to web-based document management applications. This on-site role requires hands-on technical assistance, installation, configuration, and ongoing support across our DOMA environment.

You will troubleshoot issues, document procedures, and collaborate with internal and external clients to ensure reliable, efficient system performance.

Qualifications

• Associates degree in Computer Science or Information Technology preferred.
• 1-3 years of desktop hardware, software installation, and remote support experience.
• Microsoft Certification preferred.
• Experience creating technical documentation and knowledge of networks/databases.

Responsibilities

• Provide technical support to end users for questions and concerns.
• Troubleshoot issues and escalate complex hardware/software problems.
• Document services provided and share troubleshooting techniques.
• Configure and install users' application software and hardware.
• Lead or participate in pilots and rollouts, document results.
• Collaborate with DOMA technicians and external clients.
• Install, program, maintain, and repair software, machines, equipment.
• Provide after-hours on-call support.

Skills

Desktop support

Documentation

Communication

Problem solving

Customer service

Education

Associate degree in Computer Science or IT

Tools

Microsoft Office

Database troubleshooting

Network troubleshooting

Microsoft Certification

Job description

All Jobs > Systems Support Technician I (on-site)

Full-time

Description

At Commence, we’re the start of a new age of data-centric transformation, elevating health outcomes and powering better, more efficient process to program and patient health. We combine quality data-driven solutions that fuel answers, technology that advances performance, and clinical expertise that builds trust to create a more efficient path to quality care.

With human-centered, healthcare-relevant, and value-based solutions, we create new possibilities with data. We provide proof beyond the concept and performance beyond the scope with a focus on efficiencies that transform the lives of those we serve. With a culture driven by purpose, straightforward communication and clinical domain expertise, Commence cuts straight to better care.

Requirements

The Systems Support Technician is responsible for providing end-user support for moderately complex incidents and service request projects related to web-based document management applications. This position will troubleshoot common issues and perform routine technical assistance to assist internal and external customers.

• Provide technical support assistance to end users by responding to questions and concerns.
• Troubleshoots common issues and escalates complex technical service and hardware/software issues as needed.
• Document services provided and shares troubleshooting techniques with IT Department.
• Configure and install users’ application software and hardware.
• Lead or participate in technical pilot and production rollouts, documents results, and provides input to procedural and support processes being established.
• Ability to effectively work internally with DOMA production technicians and external clients, partners, and users.
• Facilitate at DOMA offices: installation, programming, maintenance, and repair of software, machinery, and equipment.
• Provide on-call after hours technical support for customers and internal notification.
• Identifies problems and guides clients through corrective steps.
• Writes and maintains documentation in order to improve client references.
• Improves system performance by solving problems and recommending effective changes.
• Performs routine technical assistance and maintenance duties.
• Other duties as assigned.

Qualifications

• Associates degree in Computer Science or Information Technology preferred.
• 1 -3 years of experience in desktop hardware, software installation, and remote local support including service level compliance and performance measurement.
• 1 year of experience in facilitated hands-on technical training.
• Microsoft Certification preferred.
• Expert knowledge of Microsoft Office applications; ability to maintain and troubleshoot databases and networks.
• Proven experience creating technical documentation associated with processes/procedures and problem management tickets.

Additional Requirements

• Highly detailed oriented.
• Strong ability to work independently as well as the ability to work closely with others.
• Good oral and written communication skills.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• Frequently required to talk or hear to provide technical support to customers, vendors and internal employees.
• Must be able to lift and/or move computer hardware and components (i.e. monitors, hard drives, scanners and laptop computers).
• Ability to obtain and maintain proper security clearance requirements.

Work Environment/Physical Demands

Commence is an equal employment opportunity employer. All personnel processes are merit-based and applied without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, marital status, age, disability, national or ethnic origin, military and veteran status or any other characteristic protected by applicable law. Commence.AI is committed to providing equal employment opportunities to all applicants, including individuals with disabilities. If you require a reasonable accommodation to participate in the application process due to a disability, please contact Human Resources at [phone] or [e-mail]. Please note that unless you are requesting an accommodation, all applications must be submitted through our online application system.