Senior IT Service Technician

About the Company:

District Medical Group (DMG) is well known as a respected leader in the healthcare industry in the Phoenix area, with a reputation for outstanding leadership, innovation and dedication to the patients and communities we serve. DMG employs over 650 credentialed providers and more than 350 professional/administrative staff as one of the largest physician groups in the Valley.

What Does DMG Offer?

DMG continuously strives for and succeeds in providing a strong and positive work environment through employee appreciation, team collaboration, competitive compensation, mentoring, and great benefits including:

• A strong Healthcare benefits package inclusive of Medical, Dental and Vision– Employee eligibility effective DAY ONE
• A rich 401(k) with employer match, increasing annually up to 6%
• Flexible Spending Account plan
• Generous Paid Time Off plan (3 weeks year one)
• 10 paid holidays annually
• Paid Sick Time
• and more

The IT Senior Service Technician provides mentorship to the IT Service Technicians through providing break/fix services for all servers, computers, printers and other associated peripheral devices including ensuring that all resolutions are properly documented.

Essential Duties/Responsibilities:

• Installs and configures DMG applications on computers as required.
• Provides setup, and configuration of computing peripherals such as printers, CD, DVD read/writers, monitors, scanners, mice, special keyboards, and other equipment as necessary.
• Troubleshoots computer and peripheral issues and provides hardware replacement, cleaning or repair as needed.
• Maintains compliance with software licensing and inventory.
• Performs hands-on fixes at the desktop level including; installing/upgrading software, implementing file backups, configuration of systems and applications.
• Responsible for configuration and deployment of computers and other peripheral devices to attach to the company’s network
• Provides first level of escalation for Help Desk calls and logs name, department, contact and issue(s).
• Perform post-resolution and follow-up to Help Desk calls.
• Performs basic networking maintenance functions such as; user creation, assignment of rights and permissions.
• Should be familiar with DHCP, DNS, and IP, network traffic routing, WAN, LAN and internet connectivity. Some knowledge of remote access and VPNs.
• Works closely with both technical and non-technical staff and is required to communicate effectively with both.
• Performs research on technical computer topics as request by IT Manager of the Technology Team.
• Performs new employee orientation presentations for all new employees.
• Creates and maintains Help Desk knowledgebase structure and content.
• Maintains Help Desk on-call and Help Desk clinical rotation schedules.
• Monitors Help Desk ticket reports and makes recommendations to IT Manager of the Technology Team for areas of improvement in both efficiency with ticketing system and Help Desk procedures.
• Maintain compliance with all company policies and procedures.

• Other duties as assigned

Required Knowledge/Skills/Abilities:

• Combination of education and experience so as to demonstrate proficiency in PC configuration, maintenance, and troubleshooting.
• Must have working knowledge of Microsoft desktop and server operating systems.
• Two to three years previous experience including basic networking skills demonstrating ability to connect and configure computers and peripherals to the company network.
• Individual must be outgoing, organized, hardworking, able to follow directions and a team player.
• The successful candidate will be high on customer satisfaction and have good communication skills.
• Ability to multi-task, set priorities and work both independently and in group settings.
• Create technical documentation for both end users and technical team audiences.
• Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA, and other federal, state, and local standards, including meeting qualitative and/or federal, state and local standards.
• Ability to maintain regular, punctual attendance consistent with the ADA, FMLA, and other federal, state, and local standards.

Education or Equivalency

• High School Diploma or equivalent.
• Bachelor’s degree in Computer Science, Computer Information Systems, Business or related field; or equivalent combination of education, training, and experience.
• A+ Certification preferred.

Experience Requirements:

• 3-4 years’ experience in support of computing devices or a service desk role.
• Previous experience as a lead for an IT support team preferred

Other Requirements:

• Valid Driver’s License
• Clean Motor Vehicle Record