This position will require 5 days a week (M-F) on-site at the Health Alliance Plan building in Troy, MI.
GENERAL SUMMARY:
The Senior IT Technician is responsible for on-site, in-house, and remote technical service support, installation, configuration and incident resolution in the Endpoint Devices (PC, Laptops, tablets, Phones, Printers, et.) device environments.
PRINCIPAL DUTIES AND RESPONSIBILITIES:
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Provides technical support to customers on operational or maintenance aspects of system equipment.
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Diagnoses hardware, software, mechanical and systems failures, using established procedures.
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Provide technical assistance to system projects and technical staff as needed.
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Identifies and appropriately escalates system hardware, software or build issues for quality assurance and system stability.
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Provides guidance and support to Jr. Staff and department management as needed to ensure service excellence is achieved.
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Provides excellent customer service by keeping customers fully informed of the status of their incident.
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Expected to lead system initiatives and critical projects upon request.
EDUCATION/EXPERIENCE REQUIRED:
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High School diploma or G.E.D. equivalent.
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Associates Degree in Computer Science or related technical field, preferred.
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Three (3) years minimum of endpoint device experience working in a technical capacity. (HP Preferred).
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Three plus (3+) years working in a HealthCare related field, preferred.
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Proficient knowledge of Windows Operating systems (XP/7/8), Microsoft Office and common application support.
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Proficient knowledge of network and wireless technology.
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Proficient oral and written communication skills.
CERTIFICATIONS/LICENSURES REQUIRED:
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Technical Certifications (A+ Certified, HP Certified, Microsoft), preferred.
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ITIL Certified, preferred.
