IT Specialist at American Endovascular and Amputation Prevention – Glen Rock, Pennsylvania

American Endovascular is seeking a skilled and motivated Technical Support Technician to join our IT Support team. This exempt-level position plays a vital role in ensuring the reliability and continuity of our computer systems and technology services. You will provide hands-on technical expertise, user support, and project coordination to maintain a seamless technology environment across our organization.

In this role, you’ll handle software installations, hardware troubleshooting and repair, system patches, application maintenance, and entry-level system administration. You’ll be a key partner in keeping our clinical and administrative teams running smoothly so they can focus on delivering life-changing patient care.

Primary Responsibilities:

• Serve as the first point of contact for customers seeking technical assistance via phone, email, or ticket system.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Apply systems analysis techniques and procedures, including consulting with users, to determine hardware, software, or system functional specifications.
• Design, develop, document, analyze, test, and modify computer systems and programs.
• Determine the best solution based on the issue and details provided by customers.
• Guide customers through the problem-solving process and escalate unresolved issues to higher-level support personnel.
• Provide accurate information on IT products and services.
• Record events, problems, and their resolutions in logs.
• Follow-up and update customer status and information.
• Pass on feedback and suggestions from customers to the appropriate internal team.
• Identify and suggest possible improvements to procedures.
• Ensure continuity of the computer system for all system users.
• Repair hardware as necessary and coordinate with service vendors to ensure continuity of service.
• Recommend changes in software and hardware to improve computer capabilities.
• Implement best practices to effectively utilize IT resources.
• Install and configure new IT equipment and resolve incidents.
• Maintain a high level of customer service, ensuring all customers are treated efficiently and appropriately.
• Perform application and systems maintenance routines, system patches, and entry-level system administration.
• Conduct basic network troubleshooting and monitoring.
• Continuously monitor system health.
• Ensure a secure, stable, and efficient technology environment for clinical and administrative operations

Personal Skills Required:

• Excellent attitude, phone etiquette, and personality.
• Ability to rapidly establish good working relationships with customers and other professionals.
• Clear and confident communication skills, both written and verbal.
• Ability to handle problems and technical issues in a friendly, calm, and reassuring manner.
• Passion for IT and technology, with a thorough and methodical approach to problem-solving.
• Tenacity and dedication to pursue issues from start to finish, with the initiative and reliability to work unsupervised.
• Self-motivated with the ability to multitask, prioritize, and escalate as needed.
• Hands-on approach and willingness to learn.

Professional Skills:

• Associate’s degree in computer science, informatics, or a relevant field.
• 3 or more years of experience as a computer specialist or IT support technician.
• Healthcare experience is a plus.
• 3 or more years of experience supporting Microsoft environments, including networks, servers, antivirus, and domain controllers.
• Mid-level experience with Azure servers and virtualized environments.
• Mid-level experience with Office 365 and similar products.
• Experience with multisite and distributed locations is a plus.
• Proven experience as a help desk technician or in customer support roles.
• CompTIA A+, Microsoft certifications, or similar certifications are a plus.
• Mid-level knowledge of security and cybersecurity in relation to support.
• Duties, responsibilities, and activities may change at any time with or without notice.

Position Type/Expected Hours of Work:

• This is a full-time position. Hours of work are Monday through Friday, 8:00 a.m. to 5:00 p.m., totaling 40 hours per week. On-call duty after hours is also required.

Salary: Range $85,000.00 to $110,000.00