Overview:
Interpret problems and provide technical support, assistance, and advice to MedQuest users in order to resolve their daily technical issues. Responsible for overall customer service and accurately logging the details of issues worked. Support Technicians are troubleshooters, providing valuable assistance to our organization’s computer users. Support Technicians troubleshoot, diagnose and resolve incidents created by Call Routers for MedQuest computer users. They also may write documentation and training manuals. They may provide a certain amount of training for computer users on how to properly use new computer hardware and software.

THE POSITION WILL REPORT TO THE OFFICE MONDAY - FRIDAY.

Responsibilities:

• Assure continuity of the computer system for all system users in the various MedQuest centers across the country in the WAN.
• Assess when repair of hardware is necessary and work closely with vendors to affect a solution ensuring continuity of service at the user level.
• Field telephone calls and e-mail messages from MedQuest employees seeking guidance on technical problems. In responding to these requests for guidance, Helpdesk Support Technicians must listen carefully to the customer, ask questions to diagnose the nature of the problem, and then patiently walk the customer through the problem-solving steps.
• Assist in teleradiology implementation and support.
• Install selected software and hardware products
• Assist computer users with the inevitable hardware and software questions not addressed in available documentation.
• May be required to work shift work, including evening or weekend work. Overtime may be necessary.
• Be “on-call” for all periods as assigned by Manager
• Other duties as assigned by Manager

Qualifications:

EDUCATION

• Degree in Computer Science or associated field, A+ Certification preferred.
• 3 years equivalent experience in PC Hardware, Software and Customer Service required.

DESIRED QUALIFICATIONS

• Exceptional logical, analytical troubleshooting and problem solving skills.
• Strong technical knowledge of MS operating systems, MS Office applications, and PC peripherals
• Familiarity with network operations, network hardware/software, and telecommunications equipments
• Strong customer service orientation.
• Must be an attentive listener and have the ability to calm and ease customers concerns.
• Exceptional customer service and telephone skills.
• Outstanding oral and written communication skills.
• Ability to manage multiple concurrent projects
  Company Message:

• Assure continuity of the computer system for all system users in the various MedQuest centers across the country in the WAN.
• Assess when repair of hardware is necessary and work closely with vendors to affect a solution ensuring continuity of service at the user level.
• Field telephone calls and e-mail messages from MedQuest employees seeking guidance on technical problems. In responding to these requests for guidance, Helpdesk Support Technicians must listen carefully to the customer, ask questions to diagnose the nature of the problem, and then patiently walk the customer through the problem-solving steps.
• Assist in teleradiology implementation and support.
• Install selected software and hardware products
• Assist computer users with the inevitable hardware and software questions not addressed in available documentation.
• May be required to work shift work, including evening or weekend work. Overtime may be necessary.
• Be “on-call” for all periods as assigned by Manager
• Other duties as assigned by Manage