The Desktop Support Technician will be responsible to monitor, triage, analyze, troubleshoot, remediate, escalate, and drive help desk tickets to completion. This role requires excellent organizational skills and the ability to handle multiple tickets
from both internal and external customers. The ability to follow though on all assigned actions in a timely fashion is critical.
The person will work in a dynamic, fast paced, team-oriented work environment that is guided by and upholds company core values.

Primary Responsibilities:

1. Handles all assigned support requests, incidents, issues, tickets, and data remediation, to ensure flawless and quality delivery of services to clients.
   1. Performs customer facing application support, desk side support, and after hours phone support.
   2. Escalates incidents when required to the appropriate experienced technician.
2. Participates in the production Agile/Lean process.
   1. Attends and is an active participant in daily standup meetings to prioritize work and communicate status.
   2. Schedules remediation in accordance with the priorities assigned
   3. Works closely with Technical managers, Business analysts, and the Product Stakeholders, to prioritize and resolve tickets in the backlog.
3. Develops and maintains relationships with technical staff and customers.
4. Assists with management, maintenance, and troubleshooting of the 24x7 production environment. (Windows Server 2008/2012, Windows Desktop 7/8)
5. Is versed in every aspect of the eHealth Technologies Access suite of customer facing applications, providing Level 1 and Level 2 phone and email support.
6. Demonstrates the ability to effectively communicate verbally and in writing to rhe team, management and Product Stakeholders.
7.  Documents and follows how-to and knowledge based articles using Confluence and SharePoint.
8. Works in a DevOps capacity to assist in application configuration, infrastructure readiness, and support for the eHealth Technologies Access application suite.
9. With appropriate training, acts as first level support for HL7 and DICOM integration issues, troubleshooting and escalating as necessary.
10. Performs set up, configuration, and modification of customers and users.

Knowledge and Skill Requirements:

1. High School Diploma or GED required.
2. Five years equivalent work experience in a position responsible for supporting, maintaining, and troubleshooting desktop computers as well as exposure to Windows Server Support.
3. Knowledge of Windows 7/8, Windows server 2008/2012, Exchange, SharePoint, Confluence, and MacOS.
4. Understanding of network administration and Active Directory environments.
5. Experience with PC or Server automation using scripts of PowerShell or similar Continuous Delivery tools.
6. Knowledge of office IP phone systems a plus (Avaya).
7. Experience installing, configuring, and maintaining all manners of PC and server hardware.
8.  Exhibits objectivity and openness to others’ views as well as gives and welcomes feedback.
9. Carefully evaluates alternative risks and solutions before taking action so that action plans are timely, realistic, and are completed within potentially strict time constraints.
10. Ability to collaborate within a team oriented DevOps environment.
11. Excellent attention to detail and organizational skills.
12. Own incidents and problems and work to get to detailed root cause analysis and suggest workarounds and/or solutions for recurring issues.
13. “Can do” attitude that can identify problems, take ownership, and provide solutions.
14. Knowledge of Healthcare operations a plus.

Key Relationships:

1. Directly supervised by Help Desk Manager.
2. Interacts regularly with eHealth Technologies staff, customers, vendors, and community businesses.