Technical Support Specialist

Prime Care Technologies, a Managed Service Provider in the healthcare sector, has a new client based in California. This growth has us looking for talent in the San Francisco area.

The Technical Support Specialist position will be based out of your home office, but will require driving to customer sites in and around SF. This position provides expert level management, administration, and support for client production systems, networking and application solutions.

All candidates must pass a pre-employment skills assessment, with a 70% or higher, before they are granted an interview. The assessment is focused on troubleshooting. Candidates who have their A+, Network +, or Security + certifications typically do well.

ESSENTIAL DUTIES AND RESPONSIBILITIES:
• Serves as customer facing technical resource and works in collaboration with internal and external staff as needed to provide effective end user support and issue resolution.
• Provides first-class assistance in optimal use of and troubleshooting of the system
• Ensures timely and effective resolution of customer requests and project tasks.
• Consults with clients and end-users, to determine hardware, software or system functional specifications.
• Collects detailed information, performs thorough analysis and relies on experience and judgement to determine the most effective method of resolution.
• Performs parameter configuration changes, database performance tuning and applies software patches.
• Provides daily operational processing, monitoring and support which includes changes to user administration and Application version upgrades.
• Works with colleagues to smoothly transition new facilities to production operation
• Works with vendors as partners to deliver tightly integrated, seamless service to customers.
• Participates in Disaster Recovery and Client Business Continuity process
• Participates in the development, refinement and enhancement of process improvements for the facilities
• Participates in the investigation, implementation and operation of 3rd party tools to improve, automate and streamline the delivery of services
• Creates formal documentation including configuration documentation, test documentation and support documentation
• May serve as a project team member on project implementations; independently completing assigned tasks of medium to high complexity resulting in successful, on time and on budget projects.
• May provide on-call support coverage via on call rotation schedule as needed.
• Must abide by any COVID-19 protocol necessary to enter a customer facility.
• Other duties as assigned

MINIMUM QUALIFICATIONS (EDUCATION, EXPERIENCE, SKILLS AND ABILITIES)
• Bachelor’s Degree or equivalent work experience
• Minimum 2 years’ relevant Desktop Support and/or hosting of experience in a large enterprise environment
• Experience supporting cloud-based clients via Azure/M365 tenant highly preferred
• Exceptional customer service skills with expertise in troubleshooting, diagnosing and solving complex computer related problems. This includes experience in:
o Database, operations and basic administrative functions
o Maintenance and configuration of network devices
o Storage administration
o IP connectivity and troubleshooting
• Ability to work professionally with all levels of client organizations staff.
• Excellent organizational, time management, written and verbal communication skills
• The ability to work quickly and accurately in a shared community environment.
• Ability to complete multiple tasks with minimal direction.
• Ability to listen and analyze customer needs
• Ability to interact with end-users, Vendors, and Client IT departments.
• Experience in using common Customer Service software.
• Presents a positive image that reflects well on the organization.
• Must have and maintain a valid driver’s license that meets the requirements of our commercial policy.
• This position requires the ability to travel

CERTIFICATION/TECHNICAL SKILLS
• Applicable IT or industry certifications (A+, Network+, Security +, Azure/M365)

Prime Care Technologies offers a full line of benefits, including a company-sponsored 401k with employer match.