Job Description
Insight Global is looking for an Endpoint Services Technician, to work a 6-month+ contract-to-hire position, for one of our largest healthcare clients in the Cleveland, OH area. This position will be onsite at the main hospital Monday-Friday 7:30-4:30p or 8-5p and may require some driving to additional sites (20-30 minutes). This candidate will be responsible for hardware and software moves, installs, changes and set ups. They work off a ticket Queue and provide tier 2 support. They need to demonstrate exception customer service, have a high sens of urgency and be able to work in a fast pace environment.
Delivery of New Services:
Delivers, configures, installs, and tests Information Technology Endpoint equipment as required to support customers, departmental, and organizational business needs.
Installs various Information Technology Endpoint applications and upgrades.
Provides Information Technology Endpoint equipment service(s) to customers, including everything necessary to set up the service(s), such as equipment, cabling, and data connections.
Completes moves, adds, and changes within a team environment to ensure quality delivery of I.S. services.
Break-Fix Support:
Provides technical support in troubleshooting and resolving problems with Information Technology Endpoint equipment and desktop applications.
Assesses the nature and severity of problems/incidents assigned to the team.
Resolves Information Technology Endpoint equipment and application problems with focus on timely, accurate, and effective solutions.
Makes service calls and utilizes remote assistance/access tools to identify and resolve Information Technology Endpoint hardware, connectivity, and applications problems.
Provides documentation on actions taken/resolution when troubleshooting any Information Technology Endpoint hardware and software system related problems for future reference.
Utilizes problem management system to document trouble ticket acknowledgement, statuses, resolutions.
Uses appropriate tools to evaluate Information Technology Endpoint network connectivity issues, and performance issues.
Asset Management:
Monitors performance of Information Technology Endpoints and proactively cleans, maintains, calibrates, and configures these systems and devices to minimize instances of equipment down time or failure.
Provides documentation on actions taken to monitor and maintain various Information Technology Endpoints.
Performs ongoing inventory assessments to maintain accurate documentation of demographic changes in hospital Information Services assets.
Maintains detailed records for all deployed Information Technology Endpoint devices.
Customer Training:
Provides basic user education and training on Information Technology Endpoint equipment, systems, operational use, trouble reporting methods, and problem resolution techniques during routine service visits.
Integrates user instruction with scheduled new Information Technology Endpoint device rollouts.
Maintains expertise in various Information Technology Endpoint hardware, Windows operating systems, communication protocols, network protocols, applications, and emerging technologies through continuing education.
Travels to various sites for Information Technology Endpoint break fix problems, and installation/move requests.
Provides 24X7 operational on call support on a rotating basis. May be assigned to a variable work schedule for project-based assignments.
Participates in development of documentation (knowledge base) to aid in assessing and diagnosing hardware/software problems.
Required Skills & Experience
Associates degree in computer science or related field experience (2+ years)
Break fix / troubleshooting experience
Working knowledge of Microsoft networking and windows operating systems, including various MS Office products (O365, Word, Excel, PowerPoint, SharePoint, Access, Outlook)
Working knowledge of IT Endpoints (Hardware/Software)
Nice to Have Skills & Experience
Healthcare industry or Government firm experience
A+ Certification, N+ Certification or Microsoft Certification
Experience in large enterprise environments that include multiple site locations.
Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.