Specialist, IT Desktop presso Shm

About Our Company

We’re a physician-led, patient-centric network committed to simplifying health care and bringing a more connected kind of care.

Our primary, multispecialty, and urgent care providers serve millions of patients in traditional practices, patients' homes and virtually through VillageMD and our operating companies Village Medical, Village Medical at Home, Summit Health, CityMD, and Starling Physicians.

When you join our team, you become part of a compassionate community of people who work hard every day to make health care better for all. We are innovating value-based care and leveraging integrated applications, population insights and staffing expertise to ensure all patients have access to high-quality, connected care services that provide better outcomes at a reduced total cost of care.

Please Note: We will only contact candidates regarding your applications from one of the following domains: @summithealth.com, @citymd.net, @villagemd.com, @villagemedical.com, @westmedgroup.com, @starlingphysicians.com, or @bmctotalcare.com.

Job Description

The IT Desktop Specialist technical role supports and maintains organizational computer systems, desktops, and peripherals. This role includes installing, diagnosing, repairing, maintaining, and upgrading all organizational hardware and equipment while ensuring optimal workstation performance. The IT Specialist will also troubleshoot problem areas (in person, by telephone, or via work order) in a timely and accurate fashion and provide end-user assistance where required.

Responsibilities

· Provide installation and support for a wide variety of hardware, including laptops, desktops, network and server equipment, tablets, cell phones, and other peripherals.

· Provide white-glove end-user support, leveraging multiple communication methods such as: phone, Microsoft Teams chat and in-person support.

· Suggest upgrades/replacements of hardware and software when appropriate.

· Perform software/application installation and support.

· Support IT leads and managers with the development and progress of Jr. desktop technicians, ensuring appropriate communication, incident documentation and proper escalations are consistently met.

· Serve as go-to technical resources for escalations within the help desk and desktop team.

· Ability to efficiently identify software and hardware issues that require Level 3 or third-party escalations, to minimize business disruptions.

· Ensure all issues and requests are documented in ServiceNow and completed within our established SLA’s.

· Recommend improvements to department documentation and checklists.

· Assist in developing long-term strategies and capacity planning for meeting future hardware and organizational hardware needs.

· Attend and contribute to meetings associated to IT related projects.

· Ensure that all hardware asset is running optimally and logged in our asset management tracking system.

· Partake in IT equipment installation and removal related to constructions, integrations and other projects as needed.

· Partake in scheduled support rotation – After-hours, weekends and holidays t as needed.

· Provide Help Desk phone support when required.

· Collaborate with infrastructure and application teams to identify areas for improvement and implement processes and procedures to support the IT department.

Position Requirements

· Associates degree or technical school with industry experience; A+ Certification a plus

· 3-5 years' experience providing Level 2 Desktop Help Support.

Knowledge & Experience

· Excellent knowledge of PC and desktop hardware.

· Working technical knowledge of industry standards, IT support procedures, operating systems and Microsoft software. MAC OSX, a plus

· Ability to operate tools, components, and peripheral accessories.

· Able to read and understand technical manuals, procedural documentation and OEM guides.

Personal Attributes

· Strong customer service orientation.

· Proven analytical and problem-solving abilities.

· Ability to effectively prioritize and execute tasks in a high-pressure environment.

· Good written, oral, and interpersonal communication skills.

· Ability to conduct research into PC and software issues and products as required.

· Ability to present ideas in business-friendly and user-friendly language.

· Highly self-motivated and directed.

· Keen attention to detail.

· Team-oriented and skilled in working within a collaborative environment.

Physical Job Requirements

· Sitting, standing, or walking for extended periods of time.

· Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and other computer components.

· Lifting and transporting of moderately heavy objects, such as computers and peripherals.

· Travel is required for the purpose of on-site hardware and software troubleshooting and repair.

This is a non-exempt position. The base compensation range for this role is $31.00 - $39.00 per hour.  At VillageMD, compensation is based on several factors including, but not limited to education, work experience, certifications, location, etc.  The selected candidate will be eligible for a valuable company benefits plan, including health insurance, dental insurance, life insurance, and access to a 401k plan.

About Our Commitment

Total Rewards at VillageMD

Our team members are essential to our mission to reshape healthcare through the power of connection. VillageMD highly values the critical role that health and wellness play in the lives of our team members and their families.  Participation in VillageMD’s benefit platform includes Medical, Dental, Life, Disability, Vision, FSA coverages and a 401k savings plan.

Equal Opportunity Employer

Our Company provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to, and does not discriminate on the basis of, race, color, religion, creed, gender/sex, sexual orientation, gender identity and expression (including transgender status), national origin, ancestry, citizenship status, age, disability, genetic information, marital status, pregnancy, military status, veteran status, or any other characteristic protected by applicable federal, state, and local laws.

Safety Disclaimer

Our Company cares about the safety of our employees and applicants. Our Company does not use chat rooms for job searches or communications. Our Company will never request personal information via informal chat platforms or unsecure email. Our Company will never ask for money or an exchange of money, banking or other personal information prior to the in-person interview. Be aware of potential scams while job seeking. Interviews are conducted at select Our Company locations during regular business hours only. For information on job scams, visit, https://www.consumer.ftc.gov/JobScams or file a complaint at https://www.ftccomplaintassistant.gov/.