Client Support Technician - TidalHealth

Why work at TidalHealth?

Looking for a rewarding place to work? Choose TidalHealth. U.S. News & World Report, a global authority in hospital rankings and consumer advice, has named TidalHealth Peninsula Regional and TidalHealth Nanticoke as 2022-2023 High Performing hospitals for 11 challenging and elective health conditions; the highest award a hospital can earn for U.S. News’ Best Hospitals Procedures & Conditions ratings. Located just 30 minutes from the beach, TidalHealth offers the widest array of specialty and subspecialty services such as neurosurgery, cardiothoracic surgery, joint replacement, emergency/trauma care, comprehensive cancer care, wound care and clinical trials and research. Take advantage of our tuition assistance and scholarship programs to grow both personally and professionally.

Client Support Technician Position Summary

The Client Support Technician provides hardware and software support for client-side systems and devices. Devices include computers and their peripherals, such as document scanners, bar code scanners, proximity card readers, cameras, credit card readers, and microphones, mobile devices (e.g., laptops, tablets, smartphones, powered and non-powered carts, video conferencing systems, phones, printers, and various medical devices connected to the network. These systems and devices exist in a complex multi-operating system and network system. Devices exist in a large wired and wireless network with over 11,000 devices and 6,000 users. Duties include the evaluation, selection, implementation, installation and on-going support and service of hardware and software systems. This position is responsible for resolving more complex issues requiring independent research and diagnosis. Software support will be more focused at the operating system and network operating system level. The predominant environment is the Windows operating system and network operating system running over the TCP/IP protocol suite. Additionally, this position may require the individual to demonstrate the ability to provide expert leadership, project management, and the ability to distribute the workload among peer level technicians. Document, maintain, upgrade or replace hardware and software systems. Support and maintain Active Directory user account information, including rights, security and systems groups. Proficient with a variety of information services concepts, practices, and procedures. Experience and judgment are required to plan and accomplish goals. Strong verbal and writing skills are required. May be required to assist with systems administration functions such as restoring files from backup, assist with systems hardware and software upgrades, and monitoring system configuration to ensure data integrity.

Client Support Technician Position Requirements

Education

• AA Degree in Electronics, Information Systems, or related field is required.
• Extensive work experience or equivalent education may be considered in lieu of educational requirements.
• Three years of related work experience that must include Windows based desktop systems and Windows Server network operating systems.

Experience

• Three years of related work experience that must include supporting Windows-based devices in a networked environment.
• A Bachelor’s Degree in Computer Science, Information Systems, or related field may be considered in lieu of required experience.
• Strong verbal and writing skills are required.
• Experience in deploying Windows-based devices by means of imaging.
• Knowledge of the principles and methods used in obtaining maximum utilization of the computing environment.
• Understanding of the Windows Server OS.
• Comprehension of basic security best practices and requirements.
• Basic understanding of TCP/IP networking.
• Must be able to quickly evaluate multiple operational situations, choose the most appropriate response and manage the resolution to completion under stressful conditions.
• Ability to perform a root cause analysis on computer systems.
• In-depth knowledge of desktop applications and hardware infrastructure.
• The capacity to provide resolution, escalation, referral, and follow-up on desktop and application issues.
• Excellent verbal and written skills, ability to listen and interface with both technical and non-technical personnel.

Client Support Technician Work Schedule

• Normal schedule is predominately day shift.
• Frequently required to work beyond normal end of shift.
• Occasional evening, night or weekend may be required during special projects or circumstances.
• Available for “on-call” as circumstances dictate.
• Limited travel may also be required.

Client Support Technician Benefits

• At TidalHealth, team members working at least 36 hours per pay period based on 12-hour shift schedules or at least 37.5 hours for non 12-hour shift schedules and part-time team members working at least 30 hours or more on weekends only are eligible for benefits.

• Benefits include medical, prescription, vision, dental, flexible spending accounts, disability insurance plans, life insurance, paid time off plans, retirement plans, tuition assistance, employee assistance, and access to on-site childcare and a credit union.

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