IT Technical Support Engineer

Position Summary

The Technical Support Engineer provides rotational support for our clinics with hands‑on technical support and training. The role ensures the Tier 1 vendor resolves tickets in a timely manner, monitors tickets by clinic to detect trends, and works with the SD Corporate team to implement solutions. The engineer travels to designated regional clinics to support daily technical operational issues and is responsible for Customer Relationship Management support as it applies to technology infrastructure: issues, risks, mitigation plans, clinic documentation, communication to the IT group for clinic needs, and driving customer satisfaction.

AON Headquarters

$20.78 - $36.53

• Required to travel to assigned regional clinics on an approved rotation schedule. Provide communication to the OM of the clinic as to the final schedule and the process for notification of a change to the schedule.
• Required to be at clinic minimum 1 hour maximum all day.

• Develop relationships with all OM’s for the region assigned and facilitate an open dialogue with the OM on needs of the clinic.
• Quarterly customer satisfaction surveys will be conducted to measure the quality of service delivery and monitor employee performance.

• Facilitate training for new employees: profile build, access to applications, and security requirements.
• Work with the IT Training resource to conduct needed training for clinic resources (face‑to‑face, webinar, online, etc.).

• Address physicians’ issues as they relate to usage of Dragon.
• Engineer and support Telemedicine devices. Must have strong knowledge of wireless troubleshooting, A/V conferencing, and online meeting support.
• Act as conduit to vendor for issue resolution or training needs.

• The corporate IT department will launch multiple technology projects for the clinics to improve workflows or service level. This resource will be the key interface to coordinate and communicate all project deliverables and provide ongoing support of new technology.

• Proactively identify a problem, correctly categorize and prioritize it, resolve it, and provide detailed problem history to the appropriate internal business partner to prevent recurrence.

• Strong knowledge of troubleshooting Citrix Director, Citrix Receiver, Uni Print Print mapping, end‑user profiles, Single Sign On, and integration with Citrix.

• Education:
  
  Bachelor’s degree in computer science preferred.
• Experience:
  
  2‑5 years Help Desk experience and proven experience documenting ticket detail to support development of knowledge‑base articles for Tier 1.
• Core Capabilities:
  • Analysis & Critical Thinking:
    Problem solving, analysis, decision‑making, planning, time management, and organizational skills. Must be detail‑oriented with independent judgment.
  • Interpersonal Effectiveness:
    Diplomacy, tact, conflict management, delegation skills, and diversity awareness. Ability to work with sensitive and confidential material.
  • Communication
    
    Skills:
    
    Oral, written, and presentation skills. Active listening and balanced feedback.
  • Customer Service & Organizational Awareness:
    Strong customer focus and ability to build an engaging culture of quality, performance, and operational excellence.
  • Self‑Management:
    Manages own time, priorities, and professional development. Self‑motivated and can work independently with limited supervision.
• Certifications / Licenses (Desired): ITIL, Microsoft, MAC, Citrix, Uni Print.
• Valid state Driver’s License for travel to satellite offices and off‑site meetings. Compliance with company Driver Safety Operations and Motor Vehicle Records Check Policy is required.

75% or more of the time.

8 hours per day with some overtime being mandatory.