Tennessee Orthopaedic Alliance

  • IT User Support Representative

    Job Locations US-TN-Nashville
    Posted Date 2 weeks ago(6/6/2018 4:01 PM)
    Job ID
    # of Openings
    Information Technology
  • Overview

    An essential element in TOA’s ability to provide exceptional patient care is our technology platform. From desktop support to our medical records platforms, technology plays a crucial role in TOA’s success, and we are seeking an exceptional IT Technician to join our team. This role is part of a small but highly effective, collaborative, and engaged IT function. This position will become part of a regionalized IT support strategy across our organization.


    The TOA User Support Representative will initially have significant project responsibilities, and will have established responsibilities, too. Specifically, this role will:


    • Develop, Test and Maintain Windows 10 corporate images for all PC Laptop and Desktop models.
    • Develop and maintain a detailed rollout plan for Windows 10 upgrade for all TOA computers.
    • Assist end users with initial training on Windows 10 and Office 2016 product features.
    • Meticulously document and maintain physical Inventory of all computers in the TOA enterprise.
    • Master core TOA clinical and business software installation and troubleshooting.
    • Meet and maintain TOA IT team’s elevated integrity, reliability and customer service levels.
    • Develop, Test, and Maintain WindSupports and troubleshoots desktop, mobile device, printer, telephone, and other end-user hardware, and operating systems, utilizing remote desktop products to support remotely where feasible, traveling to the site if necessary.
    • Receive requests for assistance, installations, and general maintenance; logs and/or documents issues and their resolution and takes appropriate action to ensure a satisfactory response with acceptable time frames for the user community.
    • Deploy end-user hardware equipment and peripherals.
    • Develop, test, install and maintain standard software images for computer equipment.
    • Develop and update detailed documentation on hardware and software configurations, deployment processes and problem resolutions.
    • Assist with development of policies, procedures, and end-user training materials as required.
    • Support policies and procedures to help ensure compliance with HIPAA and other regulatory requirements
    • Assist Network and Systems Engineers with infrastructure deployment and support, to include Patch Management.
    • Other duties as assigned.


    The TOA IT User Support Representative must have a blend of exceptional technical knowledge, but also the interpersonal skills and capacity to provide excellent customer service across a wide array of colleagues and stakeholders. Specifically, the successful candidate must possess:


    Technical skills and requirements:

    • MCSE, CompTIA A+ and Network+ Certification desired.
    • Associates Degree or equivalent experience required.
    • 3 years progressive experience supporting Microsoft OS and Office Suite and Active Directory.
    • Solid knowledge of desktop imaging, automated software distribution, and remote deployment
    • Experience providing remote support utilizing RDP techniques.
    • Experience successfully troubleshooting wireless, Citrix, and connectivity issues.
    • Extensive experience supporting PC hardware.
    • Previous work experience in a medical environment highly desirable.
    • Must be willing to work after normal business hours to insure no interruptions in service.
    • As travel to multiple offices is required, but have dependable transportation and a clear driving record.


    Personal characteristics:

    • Strong analytical and documentation ability.
    • Ability to approach process improvement positively.
    • Ability to multi-task effectively.
    • Excellent communications skills (i.e. ability to interact effectively with end users, management and co-workers)
    • Strong sense of urgency and responsiveness to others while staying focused on the issues at hand.
    • Be flexible and receptive to change.
    • Team-oriented, Customer-focused, and Results-driven.
    • Ability to effectively and methodically troubleshoot issues.


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