End User Support/IT Support Engineer

Position: End User Support

Location: Lowell, MA

• Provide healthcare application support
• Engage desktop refresh projects
• Focus on understanding existing environment collaborate with site directors and
• understand pain points
• Assess gaps, review and gather existing documentation

Key Responsibilities

• Providing comprehensive technical support services for end user: hardware, software,
• and network-related connectivity issues, access, and privilege related issues, ensuring
• prompt resolution and minimal downtime for end users.
• Direct support for Identity and Access Management (IAM) by assisting users with
• account setup, access issues, and ensuring proper user authentication to safeguard
• system integrity.
• Technical Support (Break\Fix, Optimization): Providing comprehensive technical support
• services for end user: hardware, software, and network-related connectivity issues,
• access, and privilege related issues, ensuring prompt resolution and minimal downtime
• for end users.
• Identity and Access Management (IAM): Direct support for Identity and Access
• Management (IAM) by assisting users with account setup, access issues, and ensuring
• proper user authentication to safeguard system integrity.
• Remote Access: Troubleshooting, configuring, and educating users on remote access
• systems to ensure a secure and efficient virtual connection to the organization's network
• including, but not limited to, VPN, Citrix, Virtualized Desktops, Multi-Factor
• Authentication (MFA).
• System Maintenance and Upgrades: Conducting regular maintenance of end point
• hardware and software systems, as well as overseeing timely upgrades and
• enhancements to ensure optimal performance and security.
• Inventory Management: Overseeing the internal inventory of IT assets, such as
• computers and peripherals, along with tracking the usage of software licenses, while
• underlying license agreements remains outside the EUT purview.
• Mobile Device Management: Administering and overseeing secure mobile device usage,
• encompassing support, configuration, and training for staff on corporate-issued and
• BYOD mobile policies as applicable, in liaison with Infrastructure MDM team.
• Telecommunications Support: Managing telecommunications end points, video
• conferencing devices, and other communication end points critical for hospital
• operations, in liaison with Enterprise telecommunication team.
• Emergency Response and Disaster Recovery: Establishing and
• maintaining end user device and system protocols for handling technology-related
• emergencies and implementing robust disaster recovery plans to minimize data loss and
• downtime during critical situations, in liaison with Disaster recovery and business
• continuity team.
• Facility Activation and Support: Activation of new facilities by setting up essential
• technology infrastructure, configuring systems, and providing comprehensive support
• throughout the transition.
• Onsite and Virtual Rounding: Offer continuous support for both onsite and virtual
• rounding by maintaining reliable technology platforms and providing immediate
• assistance to address any technical issues encountered during rounds.
• Customer Service: Committing to a customer-centric approach, ensuring service delivery
• is empathetic, responsive, and tailored to the unique requirements of each end user.
• Information Technology Service Management (ITSM): Utilize ITSM systems and
• frameworks to streamline service delivery, ensuring efficient incident resolution, reliable
• communication, and continuous improvement in user support and technology
• Commitment to Resolving End User Issues: Technologists provide solutions that meet
• our users' needs. They will maintain engagement with the end user until a verified and
• satisfactory resolution is attained. While it may not be possible to address every aspect
• of a problem immediately, our technologists will take full responsibility for the issue,
• overseeing the ticket through to its resolution in a manner consistent with the user's
• This approach mirrors the role of an incident manager, who facilitates the
• resolution process by effectively coordinating with all necessary IT departments to
• ensure a comprehensive and satisfactory outcome.
• Educational Qualification
• Engineering Graduate an associate degree in Information Technology or equivalent.

Skills

• Proficiency in Windows, Linux and/or macOS operating systems.
• Experience with Active Directory, Office 365, and other common enterprise applications.
• Experience in Citrix, Vmware and VDI
• Familiarity with networking concepts (TCP/IP, DNS, DHCP), hardware (routers,
• switches) and VPN.
• Knowledge of ITIL principles and practices is a plus.
• Strong problem-solving and analytical skills
• Excellent communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Strong organizational skills and attention to detail
• Ability to work in a fast-paced environment and handle multiple priorities
• Basic knowledge of EPIC application.

Certifications

• Microsoft / Linux Administrator level Certifications
• ITIL Foundation Certifications are added advantage
• Citrix, VMWare and CCNA