Tier 1 Engineer - Healthcare

Description

  

The Tier I Engineer - Healthcare is responsible for basic technical support, troubleshooting, and customer service for Proven IT Healthcare clients. As a generalist, this role doesn’t require deep specialization but does require a broad understanding of systems, hardware, and software. The Tier I Engineer-Healthcare will respond to service tickets, support onboarding processes, and work closely with Tier II and Tier III engineers to ensure timely resolution and client satisfaction.

  

Key Responsibilities

• Serve as first-line support on the Help Desk for      incoming client issues
• Provide technical assistance via phone, email,      or remote access tools
• Use qualifying questions to diagnose issues and      document client needs
• Troubleshoot desktops, applications, networks,      and basic server-related issues
• Work collaboratively with Tier II and Tier III      Engineers for escalated support
• Log, manage, and resolve tickets in ConnectWise      or other ticketing systems
• Contribute to and utilize internal knowledge      base for consistency in troubleshooting
• Prioritize and manage workload based on ticket      urgency and SLAs
• Build positive relationships with clients and      ensure a high level of customer service
• Accurately document actions taken and      resolutions provided
• Perform other duties as assigned

Requirements

  Required   Skills & Qualifications

• Bachelor’s degree in Computer Information        Systems, MIS, or related field, or equivalent experience
• 1+ year of experience in IT support preferred        (internships count)
• Foundational understanding of networking and        servers a strong plus
• Strong analytical and problem-solving skills
• Excellent verbal and written communication        skills
• Self-motivated with strong organizational        skills and attention to detail
• Able to maintain confidentiality of sensitive        information
• Willingness to work in a collaborative,        team-based environment
• Customer-focused with strong interpersonal        skills
• Must be able to work in an office setting and        travel to client sites as needed
• Must be able to lift up to 50 lbs
• Must be able to work in confined spaces (e.g.,        under desks, server closets)
• Ability to climb stairs or ladders if        necessary
• Valid driver’s license and reliable form of        transportation

  

Physical   Requirements

• Prolonged periods of sitting and working at a        computer
• Regular walking, standing, bending, kneeling,        or crouching
• Use of typical office equipment (computers,        phones, copiers, etc.)
• Ability to lift and move equipment up to 50        lbs

Benefits

GROUP   HEALTH INSURANCE:  After a 30-day waiting period,   full-time employees (who work at least 30 hours per week) and their   dependents, are eligible to enroll in health benefits through BlueCross   BlueShield of Illinois (BCBSIL).  Health options include a choice of 2   PPO plans, a High Deductible Health plan and a HMO. In addition, Dental   benefits are available as well as a Vision PPO plan utilizing the EyeMed   network. Proven also offers voluntary worksite benefits including critical   illness and accident coverage, short-term disability insurance, supplemental   life and pet insurance.  

EMPLOYER   PROVIDED LIFE/AD&D INSURANCE:  After a 30-day waiting period, Proven   IT provides a flat $25,000 Life Insurance benefit, administered by BlueCross   BlueShield, to all full-time employees (who work at least 30 hours per week).   Accidental Death & Dismemberment (AD&D) benefit payments are   determined based on the type of loss incurred and are payable up to the full   Life Insurance benefit amount. Life and AD&D Insurance coverage amounts   are reduced at ages 65, 70 and 75.

EMPLOYER   PROVIDED LTD:   Long-Term Disability (LTD) insurance is an employer-provided benefit and   provides protection from loss of income in the event that an employee is   unable to work due to illness, injury, or accident for a long period of time.    The elimination period is 90-days, and the maximum benefit is 60% of   covered payroll up to $6000/month. This benefit is paid entirely by Proven IT   and has no cost to the employee.

EMPLOYEE   ASSISTANCE PROGRAM: All employees may utilize the   Disability Resource Services through BlueCross BlueShield of Illinois to   assist themselves and their immediate family with convenient resources to   help address emotional, legal and financial issues. Telephonic counseling and   web-based ser