Hybrid Tier 1 Engineer - Healthcare en Proven IT

The Tier I Engineer - Healthcare is responsible for basic technical support, troubleshooting, and customer service for Proven IT Healthcare clients. As a generalist, this role doesn’t require deep specialization but does require a broad understanding of systems, hardware, and software. The Tier I Engineer-Healthcare will respond to service tickets, support onboarding processes, and work closely with Tier II and Tier III engineers to ensure timely resolution and client satisfaction.

Key Responsibilities

• Serve as first-line support on the Help Desk for      incoming client issues
• Provide technical assistance via phone, email,      or remote access tools
• Use qualifying questions to diagnose issues and      document client needs
• Troubleshoot desktops, applications, networks,      and basic server-related issues
• Work collaboratively with Tier II and Tier III      Engineers for escalated support
• Log, manage, and resolve tickets in ConnectWise      or other ticketing systems
• Contribute to and utilize internal knowledge      base for consistency in troubleshooting
• Prioritize and manage workload based on ticket      urgency and SLAs
• Build positive relationships with clients and      ensure a high level of customer service
• Accurately document actions taken and      resolutions provided
• Perform other duties as assigned

  Required   Skills & Qualifications

• Bachelor’s degree in Computer Information        Systems, MIS, or related field, or equivalent experience
• 1+ year of experience in IT support preferred        (internships count)
• Foundational understanding of networking and        servers a strong plus
• Strong analytical and problem-solving skills
• Excellent verbal and written communication        skills
• Self-motivated with strong organizational        skills and attention to detail
• Able to maintain confidentiality of sensitive        information
• Willingness to work in a collaborative,        team-based environment
• Customer-focused with strong interpersonal        skills
• Must be able to work in an office setting and        travel to client sites as needed
• Must be able to lift up to 50 lbs
• Must be able to work in confined spaces (e.g.,        under desks, server closets)
• Ability to climb stairs or ladders if        necessary
• Valid driver’s license and reliable form of        transportation

Physical   Requirements

• Prolonged periods of sitting and working at a        computer
• Regular walking, standing, bending, kneeling,        or crouching
• Use of typical office equipment (computers,        phones, copiers, etc.)
• Ability to lift and move equipment up to 50        lbs

Benefits

GROUP   HEALTH INSURANCE:  After a 30-day waiting period,   full-time employees (who work at least 30 hours per week) and their   dependents, are eligible to enroll in health benefits through BlueCross   BlueShield of Illinois (BCBSIL).  Health options include a choice of 2   PPO plans, a High Deductible Health plan and a HMO. In addition, Dental   benefits are available as well as a Vision PPO plan utilizing the EyeMed   network. Proven also offers voluntary worksite benefits including critical   illness and accident coverage, short-term disability insurance, supplemental   life and pet insurance.  

EMPLOYER   PROVIDED LIFE/AD&D INSURANCE:  After a 30-day waiting period, Proven   IT provides a flat $25,000 Life Insurance benefit, administered by BlueCross   BlueShield, to all full-time employees (who work at least 30 hours per week).   Accidental Death & Dismemberment (AD&D) benefit payments are   determined based on the type of loss incurred and are payable up to the full   Life Insurance benefit amount. Life and AD&D Insurance coverage amounts   are reduced at ages 65, 70 and 75.

EMPLOYER   PROVIDED LTD:   Long-Term Disability (LTD) insurance is an employer-provided benefit and   provides protection from loss of income in the event that an employee is   unable to work due to illness, injury, or accident for a long period of time.    The elimination period is 90-days, and the maximum benefit is 60% of   covered payroll up to $6000/month. This benefit is paid entirely by Proven IT   and has no cost to the employee.

EMPLOYEE   ASSISTANCE PROGRAM: All employees may utilize the   Disability Resource Services through BlueCross BlueShield of Illinois to   assist themselves and their immediate family with convenient resources to   help address emotional, legal and financial issues. Telephonic counseling and   web-based services are available as well as a limited number of   geographically accessible face-to-face sessions.

401K   PLAN: All   employees are eligible after 120 days of service to contribute on either a   pre-tax or post-tax (Roth) basis to the 401K plan, administered by Principal   Financial Services. Proven offers an employer match equal to 100% of the   first 3% of deferrals plus 50% of the next 2% of deferrals. 

FINANCIAL   ADVISORY SERVICES:  Proven IT partners with Merrill Lynch   to offer financial advisement to all employees. Merrill Lynch financial   advisors are available to assist employees at no cost, with their 401k and   retirement questions.  

PERMISSIVE   TIME OFF POLICY:   Proven provides a competitive paid time off policy for all full-time regular   employees after a 90-day waiting period. Proven IT empowers their employees   to work with their managers and team to coordinate all time off. Managers may   impose a limit to requests for time off based on performance and tenure.

PARENTAL   LEAVE:   Proven IT offers a generous parental leave policy for new parents. After   24-months of employment, Proven provides full-time regular employees with   90-days of paid Maternity leave and 10-days of paid Paternity leave.   Employees with less than 24-months of service may take the same amount of   unpaid time off.

Proven IT is an Equal Opportunity Employer. We are committed to creating a diverse and inclusive workplace and welcome applicants from all backgrounds. All employment decisions are based on qualifications, merit, and business needs. If you need assistance or accommodation during the hiring process, please contact us.

This job description reflects management’s assignment of essential functions; it does not prescribe or restrict the tasks that may be assigned.