Field Support Engineer-Senior - Revo Health

The Information Technology Senior Field Support Engineer provides primary technical support to end-users on PC and phone related troubleshooting while demonstrating strong customer service skills. This position will support employees in interfacing with network, phone systems and software applications. In addition, the Senior Field Support Engineer assists in training new IT hires as well as leading projects. This position will be expected to work both from the corporate office as well as in clinic and surgery center spaces.

Responsibilities include answering IT Service Center calls, diagnosing problems, troubleshooting, and providing timely resolutions to ensure each employee has the tools to operate at maximum efficiency. The ability to recognize and escalate priority issues and translate technical terms into non-technical language is critical to the success of this role. Providing escalation support and training to junior IT Support Services staff. Working with other IT teams to provide support service assistance on technical work and projects.

This is a full-time role, 8:00 AM - 5:00 PM out of our Bloomington office.

Revo Health is a professional services company that partners w/multiple healthcare groups to deliver exceptional patient care. This position will be employed through Revo Health, working closely w/Infinite Health

Essential Job Functions:

End User Based Activities

• Assist/lead in the training of new field engineers. Mentor the other staff on the team.
• Assist/lead other field engineers in the resolution and troubleshooting of more difficult issues.
• Work towards becoming the subject matter expert on third party products.
• Lead and plan projects alongside the Support Services Leadership team.
• Assist in the resolution of daily technical problems in a professional and timely manner. Track and monitor trouble ticket submissions to ensure a timely and effective solution (may include PCs, printers, E-mail, voicemail, desktop applications, fax machines, web pages, and software applications).
• Act as subject matter expert on at least one third-party product.
• Ensure tickets are resolved in a timely manner and alert management of exceptions. Act as an escalation point for junior staff and a liaison with Senior Technical Engineers as needed.
• Provide updates, status, and completion information to end users via a work order tracking system.
• Assist in monitoring and analyzing network systems, switches, servers, and firewalls.
• Install, configure and support PCs for all users with Windows Operating System, MS Office, Internet Explorer, anti-virus, and other needed enterprise applications.
• Assist in the support of remote users and users in clinical offices by ensuring consistent level of end user support across the organization.
• Support and maintain user account information including access rights, security, and systems groups.

Project Based Activities

• IT projects, including new software/hardware implementation.
• New office installation.
• Provide IT services for Revo/i-Health events/conferences.
• Involvement with IT training projects.
• Revo/i-Health projects which need IT assistance.
• Lead junior staff in support of larger project efforts.

Additional Responsibilities

• Ability to lift 50-70 pounds (e.g. PCs, printers); bend, stoop, stretch and understand and practice safe lifting techniques to avoid personal injury.
• Occasional opportunities to participate in after-hours on-call work.
• Occasionally participate in community functions relating to outreach events throughout the year.
• Any and all other duties as assigned

Education and Experience:

Requirements:

• 5+ years of IT Experience (Help Desk Preferred)
• Support of Virtual Desktop System such as Omnissa's Horizon
• Support of M365 Administration
• Support of EMR Systems

Preferred:

• Bachelor's Degree (Technical Discipline Preferred)
• 1+ years Mentorship of IT Help Desk Staff
• Project Leadership
• M365 Certified: Endpoint Administrator Associate
• Cisco CCST Certification
• Omnissa Certified Administrator - Horizon

Benefits & Compensation:

• Actual starting pay will vary based on education, skills, and experience.
• We offer a comprehensive benefits package - to learn more click here.
  
  
  
  • Employees working 30+ hours per week (60 hours per pay period) are eligible for our Medical (w/Maternity Bundle), Dental & Vision plans, as well as Tuition Reimbursement.
  • All employees, regardless of hours, are eligible for 401(k) Profit Sharing, Employee Assistance Program, Lifetime Fitness Subsidy, Car Rental discounts, Home, Auto, & Pet insurance savings programs & more.
  
  
  
  

Working Conditions:

• Ability to sit for extended periods (up to 8 or more hours per day).
• Frequent use of hands and fingers for typing, writing, and handling documents.
• Occasional standing, walking, bending, or reaching within the office environment.
• Ability to lift and carry equipment weighing up to 50 pounds and occasionally up to 75 pounds.
• Visual acuity to read electronic and paper documents.
• Auditory ability to participate in phone or video calls clearly.
• Manual dexterity to operate standard office equipment (e.g., computer, phone, printer).

Essential Requirements:

Ability to:

• Comply with company policies, procedures, practices, and business ethics guidelines.
• Comply with all applicable laws and regulations, (e.g. HIPAA, Stark, OSHA, employment laws, etc.)
• Demonstrate prompt and reliable attendance.
• Work at an efficient and productive pace, handle interruptions appropriately, and meet deadlines. Prioritize workload effectively.
• Communicate respectfully and professionally in face-to-face, phone and email interactions. Apply principles of logical thinking to define problems, establish facts, and draw valid conclusions.

Notes

• Revo/ i-Health is an Equal Opportunity Employer. We are committed to fostering an inclusive and accessible workplace. Reasonable accommodation may be provided to enable individuals with disabilities to perform essential job functions. Applicants or employees who wish to request an accommodation may do so by emailing HR@RevoHealth.com. For more information, please review the Know Your Rights notice from the U.S. Equal Employment Opportunity Commission.
• We participate in the federal E-Verify program to confirm the identity and employment authorization of all newly hired employees. For further information about the E-Verify program, please click here: https://www.e-verify.gov/employees/employee-rights-and-responsibilities
• Please note: This job description is intended to describe the general nature and level of work being performed by individuals assigned to this position. It is not an exhaustive list of all duties, responsibilities, and qualifications required. Revo/ i-Health reserves the right to modify job duties or descriptions at any time, with or without notice, in accordance with applicable laws.