Senior Technical Support Specialist
Company: ECG Management Consultants, Inc.
Location: Boston
Posted on: October 20, 2024
Job Description:
OverviewECG, the most experienced healthcare consulting firm
working in the U.S., is ranked as a Best Small Firm to Work For
2024 by Consulting Magazine. At ECG, our primary emphasis is on
quality-in our people as well as our services-and we're seeking
others who appreciate our high standards of excellence.What's in It
for You: Work with PurposeAt ECG, you can have a bigger impact than
you ever imagined. The work you do will ultimately help health
systems deliver care more effectively and efficiently-and that's
just the beginning. We're looking for innovators, problem-solvers,
and self-starters to collaborate, take on challenging projects, and
find new ways to improve processes. ECG is committed to ensuring a
supportive work environment that embraces DEI, recognizes
performance, communicates transparently, and values work/life
balance.Join Our IT DepartmentWhen you work in IT, we empower you
to be your best. We hire you for your ability, integrity, and
desire to keep up with the pace of the ever-changing technology
landscape.Your Opportunity with ECG: Senior Technical Support
SpecialistAs a senior technical support specialist at ECG, you'll
be an important part of our corporate operations team. Not only
will you partner with some of the industry's best to reach your
highest goals, but you will also make a real difference in people's
lives and grow personally and professionally while doing so. Here,
no two days or projects are alike, which means you'll have a lot to
learn and plenty of support to help you succeed.This is a
fast-paced role providing support to a highly mobile management
consulting workforce. The goal is to maximize end-user productivity
and customer satisfaction-and have fun while doing it! The position
reports to the IT operations manager.Your Responsibilities May
Include:
- Creating and maintaining ECG corporate hardware images.
- Defining and adhering to published IT support service-level
agreements.
- Assisting in defining and implementing data and information
security requirements for end-user hardware.
- Providing technical support for end-user hardware, software
applications, operating systems, and network connectivity
issues.
- Performing root-cause analysis and recommending solutions to
prevent end-user computing issues from recurring.
- Creating and maintaining IT support documentation, end-user
hardware and software standards, "how to" guides, process
documents, and operating procedures.
- Evaluating and recommending new end-user technologies as well
as IT support tools.
- Providing new-employee orientations relating to the
availability and use of technology at ECG.
- Administering user accounts/mailboxes.
- Coordinating hardware repairs with vendors.
- Maintaining end-user software licenses to ensure audit
compliance.
- Achieving high levels of end-user satisfaction in services
provided by the ECG Service Desk.
- Updating job knowledge by participating in educational
opportunities, including attending training.
- Learning ServiceNow administrative tasks and assisting with
continued ServiceNow improvements.
- Participating in 24/7 on-call rotation.Our Expectations of
You:
- Four-year technical degree/certification or equivalent
experience; bachelor's degree preferred.
- Four-plus years of progressive service desk and technical
support experience in an enterprise environment.
- Three-plus years of experience with Active Directory and/or
Entra.
- Strong knowledge of and demonstrated technical abilities in
administering M365, Entra, and Azure environments.
- Experience and demonstrated technical abilities with laptop
automation tools and remote access applications.
- Experience with scripting languages (PowerShell, Perl,
Python).
- Strong knowledge of and demonstrated technical abilities with
end-user hardware and software, including Microsoft Office,
Microsoft Windows, Adobe Acrobat, and mobile devices.
- Proven troubleshooting and diagnostic skills.
- Exceptional interpersonal, organization, and customer service
skills.
- Project coordination and solid documentation skills a
plus.
- Conceptual understanding and/or experience with end-user
security; HIPAA exposure a plus.
- Knowledge of ServiceNow or other ITSM tools a plus.
- Available to work the occasional weekend and/or evening for
planned implementations.
- Ability to travel 10% of work time.Job Locations:Must be based
near the Boston ECG office. Able to work up to 80%
remotely.Schedule:Full time/nonexempt.What You Can Expect of Us:To
reward our driven, innovative, and passionate employees, we've
built a company culture that's centered on performance. We offer an
attractive compensation package, challenging work, and an
entrepreneurial environment where you can take ownership of your
career-and get out as much as you put in.The estimated base salary
range for this job is $36.06 - $43.27 hourly. It represents a good
faith estimate of the range that ECG reasonably expects to pay at
the time of the job posting. The actual salary paid will vary based
on multiple factors, including but not limited to years of
experience, special skills, and market changes. The job is also
eligible to participate in ECG's benefit plans, which include
medical, dental, and vision coverage, PTO, and other wellness
programs.About ECG:With knowledge and expertise built over the
course of 50-plus years, ECG is a national consulting firm that is
redefining healthcare together with its clients. ECG offers a broad
range of strategic, financial, operational, and technology-related
consulting services. ECG is an industry leader, offering
specialized expertise to hospitals, health systems, medical groups,
academic medical centers, children's hospitals, ambulatory surgery
centers, investors, and payers/health plans. As an affiliated
partner of Siemens Healthineers, ECG's subject matter experts have
a proven track record of delivering results fueled by top talent
and technology. ECG's national presence includes offices in
Atlanta, Boston, Chicago, Dallas, Minneapolis, San Diego, Seattle,
St. Louis, and Washington, DC.Apply now and make an impact for
years to come.To begin the recruitment process, please submit your
resume via our career site at .ECG provides equal employment
opportunities to all employees and applicants for employment
without regard to sex, race, color, religion, national origin,
citizenship, ancestry, age, disability, pregnancy, medical
condition (cancer and genetic characteristics), genetic
information, gender, gender identity or expression, sexual
orientation, marital status, military or veteran status, or any
other legally protected characteristic. People of color are
encouraged to apply. We participate in E-Verify as part of our
onboarding process. Having the permanent legal right to work in the
United States is a condition of employment. ECG is not currently
able to provide assistance to candidates requiring sponsorship or a
visa.
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Keywords: ECG Management Consultants, Inc., Quincy , Senior Technical Support Specialist, IT / Software / Systems , Boston, Massachusetts
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