Systems Support Technician I (on-site)

About the Role

At Commence, we’re the start of a new age of data-centric transformation, elevating health outcomes and powering better, more efficient processes for program and patient health. We combine quality data-driven solutions that fuel answers, technology that advances performance, and clinical expertise that builds trust to create a more efficient path to quality care. With human-centered, healthcare-relevant, and value-based solutions, we create new possibilities with data. We provide proof beyond the concept and performance beyond the scope with a focus on efficiencies that transform the lives of those we serve. With a culture driven by purpose, straightforward communication, and clinical domain expertise, Commence cuts straight to better care.

Responsibilities

• Provide end-user support for moderately complex incidents and service request projects related to web-based document management applications.
• Troubleshoot common issues and perform routine technical assistance to assist internal and external customers.
• Respond to questions and concerns from end users.
• Escalate complex technical service and hardware/software issues as needed.
• Document services provided and share troubleshooting techniques with the IT Department.
• Configure and install users’ application software and hardware.
• Lead or participate in technical pilot and production rollouts, document results, and provide input to procedural and support processes being established.
• Facilitate installation, programming, maintenance, and repair of software, machinery, and equipment at DOMA offices.
• Provide on-call after-hours technical support for customers and internal notifications.
• Identify problems and guide clients through corrective steps.
• Write and maintain documentation to improve client references.
• Improve system performance by solving problems and recommending effective changes.
• Perform routine technical assistance and maintenance duties.
• Other duties as assigned.

Qualifications

• Associates degree in Computer Science or Information Technology preferred.
• 1–3 years of experience in desktop hardware, software installation, and remote local support, including service level compliance and performance measurement.
• 1 year of experience in facilitated hands-on technical training.
• Microsoft Certification preferred.
• Expert knowledge of Microsoft Office applications; ability to maintain and troubleshoot databases and networks.
• Proven experience creating technical documentation associated with processes/procedures and problem management tickets.

Additional Requirements

• Highly detail-oriented.
• Strong ability to work independently as well as closely with others.
• Good oral and written communication skills.
• Excellent customer service skills.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• Frequently required to talk or hear to provide technical support to customers, vendors, and internal employees.
• Must be able to lift and/or move computer hardware and components (e.g., monitors, hard drives, scanners, and laptop computers).
• Ability to obtain and maintain proper security clearance requirements.

Work Environment/Physical Demands

This is a remote position. Candidates must be able to sit, read, work on a computer, and watch a computer screen for extended periods of time. Occasionally required to stand, walk, use hands and fingers, kneel, or crouch. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.