IT Heldesk Technician - Tier 2

Description
Proliance Surgeons is one of the largest surgical practices in the country, with over 450 providers including over 200 board-certified physicians providing treatment at more than 100 care centers in Washington State
At Proliance, our patients come from all walks of life and so do we. We hire, develop and engage great people from a wide variety of backgrounds and encourage growth and development to make our organization a great place to work. We draw on the differences in who we are, what we've experienced, and how we think to create Exceptional Outcomes, Personally Delivered.
We are proud to offer a comprehensive and competitive benefit and pay package including health coverage, 401k with match and profit share, PTO and more! Check out our main career site for more details at
Be Part of Who We Are!
Position Summary
The primary role of the Tier 2 Support Specialist role is to resolve more complex issues which require detailed systems and applications knowledge. This person will also work with the IT Department system administrators as well as assist Tier 1 personnel. This person will be required to effectively provide resolution for issues relatively complex in nature, including thorough follow-up support and closure to issues. This person will need to be extremely customer service oriented and must be able to clearly and effectively communicate technical solutions with employees at all levels within the company.
Key Duties and Responsibilities
The key duties and responsibilities of the IT Helpdesk Technician Tier 2 include, but are not limited to:

• Proactive monitoring of infrastructures to identify and resolve issues before downtime occurs.
• Handle Tier 1 escalations and problem resolution for end-user, system and network issues.
• Provides technical leadership, knowledge sharing, training and mentorship to Tier 1.
• Maintain close contact and open communication with clients until an issue has been resolved.
• Use communication channels to inform team of important issues and information which will help improve team performance.
• Assist Sr IT User Support Manager and Team Lead with providing outage information and follow-up to end-users as needed.
• Maintain close contact and open communications with system admins to research root cause analysis.
• Proactively work to identify process improvements or automations to assist with work flow for helpdesk team.
• Help Team Lead and Manager identify training gaps with Tier 1 team.
• Participate in weekly issues and troubleshooting meetings.
• Back up Tier 1 team as needed; other duties as assigned.

Education/Experience

• MCP (Microsoft Certified Professional) or equivalent;
• Bachelor's degree in information technology or similar discipline and a minimum of 4 years of experience in escalated IT help desk operations (i.e. providing end-user support for desktop and application software, OR 4 years installing, upgrading, troubleshooting and repairing personal computers and printers in a network environment)
• Citrix and Active Directory experience desired
  Training in information management, use of troubleshooting and technology knowledge base usage for root cause analysis

Knowledge, Skills and Abilities

• Excellent customer service skills
• Self-motivated and goal driven, with the ability to effectively prioritize and execute tasks in a fast-paced environment
• Excellent oral and written communication skills including strong attention to detail
• Strong interpersonal, analytical, and problem solving skills
• Outstanding organizational, time management and multi-tasking skills
• Ability to coordinate multiple tasks, status actions items, respond to changing priorities, and react to short deadlines
• Ability to work in a team-oriented, collaborative environment (sometimes virtually)
• Proficient with internal ticketing system
• Ability to read, understand and implement established procedures
• Proficiency with various hardware and software equipment and operating systems.
  • Windows Desktop applications; various operating systems, software applications and basic hardware for the PC; principles of theories of network systems and management;
  • Internet technologies and products.

Work Environment/Physical Demands
The work environment/physical demands described here are representative of those that must be met by a teammate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable differently abled persons to perform the essential functions.