IT Tech Support Specialist/L1 Engineer

Let me introduce you to Medicus IT, where we're not just an MSP (Managed Service Provider) - we're dedicated to healthcare. Our passion stems from the direct impact our work has on everyone's lives. Ever experienced frustration at a doctor's office because their systems were slow, delaying critical care? That's where we step in. We ensure patients receive the care they deserve by providing top-notch IT support to doctors, care centers, and health groups. As a Level One IT Support Specialist at Medicus IT, you'll serve as the initial point of contact for triaging and resolving incoming client or system-generated requests. Join us in making a real difference in healthcare while delivering world-class client experiences daily.

Role and Responsibilities:

• Deliver an excellent customer experience in all interactions

• Troubleshoot and resolve basic desktop, software, network and server issues following published escalation guidelines to ensure issues are resolved in a timely manner

• Assist clients with the installation, configuration and ongoing usability of desktop computers, mobile devices, peripheral equipment and software

• Follow standard escalation process, involving senior resources in a timely manner where required

• Responsible for creating and maintaining high quality, detailed documentation

• Work with vendor representatives to resolve software and hardware issues

• Install software, patches and updates on desktops, laptops and servers

• Perform complex virus detection and removal

• Notifies Client Success Managers when outdated equipment causes repeated issues

• Resolve backup issues and perform restore testing

• Review security parameters with clients and make recommendations on changes according to Medicus IT's standards and processes

• Actively assist Level Twos and Level Threes on projects (i.e. system migrations, virtual server configurations with high availability, server and firewall installations, VPN tunnel configuration, SAN setups, etc.)

• Configure and install firewalls, switches and other network equipment to best practice standards - must have 6 months experience minimum as a Level One at MIT before configuring network gear without supervision

• Take part in after hours On Call rotation as needed - must have a minimum of 6 months experience at MIT and have supervisor approval before joining rotation.

• Perform on-site technical and customer service support, to include:

• Emergency/unscheduled repairs of clients' on-site technical systems and equipment

• Performs scheduled maintenance and repairs of clients' technical systems and equipment

• Network switch and server room cable management

• Works with senior resources to diagnose, troubleshoot, repair, and debug complex technical and computer systems, and software

• Follows standard procedures to isolate and fix problems in malfunctioning equipment or software.

• Performs routine cleanup of client network closets including labeling, removal of unneeded equipment, and updating of documentation

• Report design, reliability, and maintenance problems or bugs to appropriate technical support team

• Address complex problems where analysis of data requires the evaluation of identifiable factors.

• Exercise judgement within broadly defined practices and policies in selecting methods, techniques, and evaluation criteria for obtaining results

• Exhibit adaptability willingness to alter shifts and job requirements to meet client and MIT needs

• Comply with all safety requirements, including but not limited to: completing all required training, following all guidance provided in MIT policies, procedures, field guidelines, reporting requirements, and technical advisories. Demonstrates a pro-active approach toward safety, health, and quality in compliance with all Company, governmental and customer requirements

• Maintain tools and equipment properly and ensures that they are all in good working order

• Participate in all on-going product, equipment, technical and business-related training to maintain necessary certifications, skills, and professional knowledge

• Follow Medicus IT's defined processes, policies, service delivery standards

• All other duties assigned

Qualifications and Education Requirements:

• Associates degree in technology related field OR equivalent combination of education and work experience

• 2+ years of experience in supporting Microsoft Environments

• Preferred certifications: Network +, Security +

• Hands-on experience with Windows 2016/2012/2008 servers, Active Directory, Backup Technologies, Internet/DNS/E-mail/Communication issues

• Knowledge of VMWare, Citrix, VPN and Terminal Services

• Knowledge of VoIP, voicemail, analog, and vendor specific hardware/software

• MSP specific experience strongly desired

• Excellent problem solving and client relationship skills

• Excellent verbal and written communication skills

• Ability to learn and retain new technology skills and troubleshooting processes, team player, maintain calm and present yourself professionally in high stress situations.

Alignment with Medicus IT's core values of Doing the Right Thing, Taking Ownership and Delivering Results, Cultivating Positivity and Encouraging Improvement and Innovation