Desktop Technician Atrius Health

Explore opportunities with Atrius Health, part of the Optum family of businesses. We're an innovative health care leader and multi-specialty group practice, delivering an effective, connected system of care for adult and pediatric patients at 28 practice locations in eastern Massachusetts. Our entire team of providers (physicians, PA/NPs and ancillary clinicians) works collaboratively with a value-based philosophy within our group practice as well as with hospitals, rehab and nursing facilities. Be part of our vision to transform care and improve lives by building trust, understanding and shared decision-making with every patient. Join us and discover the meaning behind Caring. Connecting. Growing together.

As the Desktop Technician, you will be responsible for supporting the upkeep and maintenance of desktop computers within all Atrius Health locations to ensure they are running optimally. Duties include installing, testing, configuring, troubleshooting, and repairing a range of technology programs, systems and equipment. Provides accurate, timely, and creative solutions to first and second level end-user computers and networking problems to ensure end-user productivity. Performs restorative and maintenance actions to resolve company-wide problems, using basic to advanced troubleshooting and technical skills. Responds to situations where standard procedures have failed in isolating or fixing problem equipment or software installations, moves, and/or configuration changes. Maintains accurate information and data regarding end-user issues within the tracking system and according to policies and standards. Works on assignments that are complex in nature where considerable judgment and initiative are required to resolve problems and make recommendations. May determine methods and procedures for new assignments and provide guidance to other staff. On-call duties are an expected part of this position. Reports to an IT Manager or Supervisor.

Primary Responsibilities:

• Maintains, analyzes, troubleshoots, and repairs computer systems and peripherals within Atrius. Provides a range of technological support services to end-users in the company utilizing desktop management solutions. Troubleshoots and repairs computers. Installs, configures and maintains collections (groups) of desktop and laptop computers and peripherals such as printers using the desktop management software. Works closely with the Helpdesk, Desktop Support, Telecommunications, and Network teams to ensure all systems are functioning optimally
• Resolves first and second level technology problems and performs troubleshooting for end users when required. Defines problems, collects data, determines facts and draws valid conclusions. Escalates third level support issues to higher level staff for guidance
• Tests and/or monitors systems to locate the problems. Use technical manuals as needed. Once issues and solutions are identified, makes repairs including reinstalling software or replacing hardware that is not working
• Conducts pilot tests for all changes to the PC environment. Once changes are made, tests computers before beginning a deployment of the change. Monitors outcomes as needed
• Document all changes made to the PC environment according to established procedures
• Installs and configures application and operating system software and upgrades
• Troubleshoots and repairs hardware and network connectivity issues affecting the enterprise. Removes old equipment and performs data migration to new machine
• Creates and maintains installation processes for all computer systems
• Oversee the daily performance computer systems and evaluate software programs regarding their compatibility with the standard desktop systems. Upgrades or replace hardware and software systems as needed
• Reads and interprets documents such as operating and maintenance instructions and technical procedure manuals. Interprets an extensive variety of technical instructions and works effectively with abstract and concrete variables
• Schedules and performs work to meet established timelines
• Establishes and maintains accurate records or service calls and resolutions
• Maintains physical inventory of equipment
• Performs other duties as assigned

• Associate's degree (or equivalent education, training or experience) in computer science
• 3+ years of experience in desktop support
• Experience installing, testing, and configuring communication systems, network dependent devices, and infrastructure components
• Experience with software and hardware upgrades
• Thorough knowledge of PC hardware, software and network connections
• Proven ability to troubleshoot and fix end-user problems
• Proven excellent problem solving and customer service skills.
• Proven ability to install, repair and provide preventative maintenance of the PC and related systems
• Proven solid hardware troubleshooting skills on workstations and laptops
• Proven ability to use all electronic tools and applications relevant to the performance of the duties of the position, including but not limited to phone, keyboard, computer and computer applications

• Special certification such as MCSA and/or A +
• Proven ability to provide on-call support