Senior Technical Support Specialist

ORTHOPAEDIC & NEUROSURGERY SPECIALISTS P.C. - Greenwich, CT

Full-time
About ONS: With 26 top sub-specialty trained physicians in orthopedics, neurosurgery, sports medicine and physical medicine rehabilitation, ONS is the most comprehensive and advanced practice of its kind in the region. With offices in Greenwich & Stamford, CT and Harrison, NY ONS is in-network with major insurances and offers same day urgent care appointments. For more information, visit www.onsmd.com

We are an equal opportunity employer. Qualified Applicants are considered for positions and are evaluated without regard to mental or physical disability, race, color, religion, gender, national origin, age, genetic information, military or veteran status, sexual orientation, marital status or any other classification protected under applicable Federal, State or Local law.

We will endeavor to make a reasonable accommodation to the known physical or mental limitations of a qualified applicant with a disability unless the accommodation would impose an undue hardship on the operation of our business.

Summary: The Senior Systems and Support Administrator role is an essential part of the ONS IT team operations. In addition to Level 2 support the incumbent receives, prioritizes, documents, and resolves end user help-desk requests. The Sr. Technical Support Specialist helps employees by phone, chat, in person, etc. The Sr. Systems and Support Specialist handles day-to-day problem solving and maintenance of ONS devices, Physician owned devices and infrastructure. The incumbent builds, deploys and supports advanced infrastructure.

Essential Duties and Responsibilities include but are not limited to the following. Other duties may be assigned.

Actively monitor and manage requests for technical support
Provide accurate detailed work notes into service desk to insure other staff are aware of where work is left off and status updates can be provided on your behalf at any time
Provide white glove support to our Physicians and clinical staff
Provide competent, service-oriented support and resolve problems to end user satisfaction
Identifies, researches, and resolves technical problems.
Perform administrative tasks and document internal procedures
Work with IT staff and Management to ensure user-friendly solutions and services are delivered
Configure and deploy IT equipment and devices and manage inventory tracking
Research problems and identifies trends in support requests.
Facilitate video conferencing sessions.
Outstanding communication with IT team and end-users
Assist with on-boarding and off boarding users
Instructs employees in use of equipment, software, and devices
Responsible for deploying approved software configurations and updates, hardware maintenance, and troubleshooting
Experience with troubleshooting and tracing network cables. Jack/patch Termination experience
Helps in creating documentation for new deployments or IT initiatives.
Maintains backup systems. Insuring backups are current as well as off-site replication and virtual standbys. Assessing and addressing issues with backups.
Travel between current and future ONS locations.

Required Skills

Advanced working knowledge of current Microsoft Operating Systems and Office software packages, Network connectivity troubleshooting skills, Printer troubleshooting skills, Mobile Operating Systems: iOS, Android, working knowledge of MAC Operating Systems is a plus.
Well rounded confident help-desk phone acumen to get critical information in a short amount of time to get users back to work.
Experience dealing with Vendor support such as Dell or HP to get requests processed faster.
An ability to assess each customer/employee's IT knowledge levels
  • Up-to-date technical knowledge and adaptable to new products.
  • An in depth understanding of the software and equipment your customers/employees are using
  • Great interpersonal and customer care skills.
Experience and expertise with GE Centricity EMR + PM systems a plus.

Education and/or Experience

Associates preferably, technical degree or equivalent experience.
Minimum of 4+ years of progressive IT experience and customer service.
L1 with progression into L2 support roles or system admin roles
A+ Certification required.
ITIL Foundations is preferred
Industry related certifications is a plus.

Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The TSS should be able to work with objects up to 50 lbs, be able to sit or stand for extended periods of time as well as navigate through our sites. Crawling under desks, in network racks and etc. as needed.