Technical Support Advisor

- I will serve as the on-site escalation point of contact for clinicians needing technical support - I must be willing and capable of traveling on-site to deliver IT support within a 50-mile radius - I will perform on-site troubleshooting using diagnostic techniques and asking relevant questions - I will communicate effectively with customers and escalate unresolved issues as necessary - I will log and document issues and their resolutions - I will participate in an on-call rotation to provide after-hours support - I will install workstations, printers, phones, fax machines, computers, and appropriate software applications, ensuring everything is functioning properly - I will provide technical expertise and training to end-users to address equipment or software issues - I will diagnose, troubleshoot, and resolve various hardware and software-related problems and, if required, replace parts - I will prioritize and manage a high workload in a dynamic environment, working with minimal supervision while remaining focused on critical tasks - I will adapt to new technologies and assist customers in navigating technological changes while improving and implementing procedures as necessary - I will coordinate new access requirements and security changes, working with internal IT leadership to establish access and communicate user ID and passwords to users - I will oversee the activities of outside contract resources to support hardware installations or repairs as necessary - I will ensure the physical security of all IT assets, including data and software, and confirm appropriate backups are in place - I will complete and maintain an inventory process to monitor new and old equipment and software, ensuring all assets are documented for management audit and legal purposes - I will cultivate positive and professional relationships with internal and external customers - I will support the vision and values of our organization and adhere to all policies and procedures - I will leverage approved AI tools to enhance productivity by streamlining workflows and automating repetitive tasks - I will evaluate emerging trends to promote continuous improvement and strategic innovation - I will collaborate with other departments to resolve issues for internal staff and external clients, providing updates and status information as necessary - I will manage escalations from the Help Desk to ensure timely resolutions and perform hands-on fixes, including software and hardware installations - I will maintain a knowledge base for problem resolution and assess system reconfigurations based on emerging trends - I will conduct end-user training as required