Job Description

POSITION SUMMARY

This position’s purpose is to provide initial service response while upholding excellent customer service standards to our clients. IT analysts serve as the front line in receiving support tickets and calls. This individual is responsible for quickly triaging all reactive support tickets, diagnosing and resolving Tier 1/2 issues, and escalating Tier 3+ issues quickly to internal helpdesk teams. IT analysts are the face of the company for existing clients and are often dispatched to client locations to assist with support issues and onsite projects. IT analysts are presented with opportunities for growth, and learning opportunities in organizational operations, customer satisfaction/retention, and I.T. technical skills.

ACCEPTABLE PERFORMANCE

To accomplish this job successfully, an individual must be able to perform the assigned duties according to the acceptable standards established for the job role. The IT analyst must be able to complete each essential job function satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

ROLE AND RESPONSIBILITIES

• Promote and represent the corporate culture and core values in all aspects of your job duties.
• Discuss issues with the user to determine the issue and its urgency
• Dispatch to client sites to troubleshoot issues and install new equipment
• Resolve Tier 1 and Tier 2 issues quickly and efficiently
• Set client expectations regarding each ticket/issue
• Create tickets for incoming phone calls
• Engage in email correspondence with clients
• Updating configuration records and client documentation regularly
• Communicates regularly with the client’s internal IT manager and CTO regarding recurring issues and signs of frustration from clients
• Vette new hardware and software requests made by client staff
• On-Site coordination/installation/configuration of desktop, laptops, networking, servers and peripherals
• On-Site Phone installations, upgrade, support and training as needed
• Point of Contact for critical network and server issues related to the client’s assigned offices
• First level printer support consisting of: basic printer jams and basic printer hardware troubleshooting
• New User Setup/Onboarding & User Termination/Offboarding
• Ensure IT compliance, identify potential security risks and vulnerabilities to internal IT team.

SKILLS & ABILITIES

• Communication, Oral - Speaks clearly and persuasively; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in meetings.
• Communication, Written - Ability to communicate in writing clearly and concisely; edits work for spelling and grammar; varies style to meet needs; presents numerical data effectively.
• Problem Solving - Identifies problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; resolves problems in early stages; works well in group solving situations.
• Business Ethics - Treats people with respect; keeps commitments; inspires the trust of others; works with integrity and ethically; upholds organizational values.
• Team Builder - Balances team and individual responsibilities; gathers and analyzes information skillfully; develops alternative solutions; resolves problems in early stages; works well in group problem solving situations.
• Analytical Skills - Ability to use thinking and reasoning to solve a problem.
• Ability to work with minimal management.
• After-hours work is sometimes required and expected.
• Can-do attitude and ingenuity are key attributes for this position.
• Time management skills that allow you to effectively manage multiple clients at one time.
• Patience, foresight, and confidence are character traits that are beneficial for this position.

QUALIFICATIONS AND EDUCATION REQUIREMENTS

• Must have 3 Years of Managed Service Provider experience, working with healthcare related industries is a PLUS
• 4-year College/University degree in Computer Science, Information Systems, or equivalent
• Must have a clean driving record and the ability to provide transportation between sites
• Ability to climb stairs & lift and/or move computer equipment of up to 40 pounds
• Ticketing/PSA, ConnectWise experience preferred
• RMM tools. Datto RMM experience a plus
• Understanding of HIPAA and the importance of IT Data Security
• Understanding of Networks, VPNs and Firewall Technology
• Deployment of New Workstations & Laptops Setups
• Experience with Server Operating Systems such as: Microsoft Windows Server 2012/2016/2019 (Active Directory, DNS, DHCP, Security Group, GPOs, etc.)
• Experience with E-mail Server Systems such as: Microsoft Exchange 2013/2016/2019
• Experience with Desktop Operating Systems such as: Windows 7/8/10
• Microsoft Office 2013 Desktop Suite and later
• Workspace One/AirWatch MDM user support, a PLUS
• NextGen EPM/EHR end-user support, a PLUS

Company Description

Qventive Healthcare (formerly Innovative Computer Systems) is an IT Managed Services & EHR Consulting Services provider located in northern New Jersey with a rapidly expanding client base throughout the US. We position ourselves as an outsourced IT department for small to medium sized businesses. We focus on niche markets, have a strong reputation, and are considered the IT vendor of choice within our target industries. Qventive's reputation is built upon our commitment to deliver top quality service. Our emphasis is to provide skillful and professional analysts, developers and technicians with a shared commitment for success. We enjoy making a positive influence in our healthcare community by offering our extensive experience to help ensure that our clients technology is efficient, effective and always up and running.