IT Support Technician I - Fremont

Who We Are:

NOMS Healthcare provides a different approach to healthcare. We are physician owned and physician led, where patient care is top of mind for all employees. Our goal is to continually improve our scope and depth of service based on the ever-changing needs of our patients. NOMS is also committed to taking an active role in the betterment of our community, particularly related to healthcare matters affecting our fellow citizens. We develop and support health care practices recognized for exceeding patient expectations, thereby setting the standard for excellence in Northern Ohio.

Company culture is at our core! Our core values are more than just words; they are a way of life! We believe in being patient centered, providing high quality service, teamwork, focusing on the communities we serve, and building trust. Do our values speak to you? We are rapidly expanding and want you to join our team!

We are rapidly expanding and want you to join our team!

 Job Summary:

Under the supervision of the Technical Support Supervisor, this position is the company’s first contact for users requiring assistance with technology devices and services.  The Support Technician I provides troubleshooting and triage for user-reported incidents and renders entry-level technical support for common tasks, such as password management, configuration management for common desktop applications, network printer support, and similar user-facing services and applications.  More complex issues are well-documented before being escalated to senior support for detailed diagnosis and remediation, often guided by the initial assessment provided by the Support Technician I.

The Support Technician I is responsible for providing excellent customer service while rendering technical assistance.  This position adheres to the company’s policies and procedures for structured communication via an issue ticketing system where details on troubleshooting and response are clearly recorded for each user issue.  Candidates are reviewed by their success assisting users with technical issues while maintaining focus on the quality of the customer experience.  Successful candidates are detail-oriented, courteous, and interested in starting a technical career in technology at a growth-oriented company.

Essential Functions:

1. Promptly respond to user-initiated support requests, typically via phone or issue ticket
2. Troubleshoot and resolve routine user issues using policies and procedures indicated by the NOMS technical community
3. Provide excellent customer service by maintaining a focus on user experience in all user-facing support activities
4. Record details of reported issues and response actions taken in the NOMS issue ticketing system
5. Handoff more complex issues to the senior technical team with a well-documented record of troubleshooting steps taken before escalation
6. Attend essential activity and training meetings conducted by technical community leadership
7. Continue to develop technically and professionally with the goal of eventual promotion to more complex and valuable positions within the technical community
8. Participate in on-call rotations and provide after-hours support as needed for critical system maintenance and emergencies

Competencies: 

1. High-level of comfort using and supporting Microsoft Windows and common desktop applications, such as Outlook, Word, and Excel
2. Understanding of basic desktop networking configuration and function
3. Comfort attaching and troubleshooting common peripheral devices such as keyboards, mice, monitors, credit card readers, and barcode scanners
4. Clear and concise written communication when describing technical issues
5. People-oriented customer service focus in all internal and customer-facing communication 

Education and Work Experience: 

1. Minimum high school diploma or equivalent
2. Previous experience in a technical work setting is requested but not required
3. Strong candidates have a natural interest and aptitude with technology and aspire to more advanced technical work as their careers progress
4. Entry-level technical support certifications are viewed favorably (CompTIA A+, Google IT Support Certificate, Microsoft MD100, etc.)

Environmental/Working Conditions:

Office setting, well-ventilated and well lighted.  Work involves frequent telephone, email, and ticketing contact with staff.  Work may be stressful at times.  Interaction with others is constant and sometimes interruptive.  Work is primarily in-office with some limited remote work support. 

Physical/Mental Demands:

Normal office environment. Work is typically performed at a desk or table requiring the use of standard office equipment.  Intermittent sitting, standing and stooping.    May view computer screen for long periods of time.  Work may be stressful at times.  Position may require occasional travel to various medical services offices.

OTHER DUTIES:  This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.  Duties, responsibilities, and activities may change at any time with or without notice.

What We Offer You:

A Wonderful Environment: This position is based in the NOMS administration office in Sandusky, Ohio. The office has a great team full of positive people, and the opportunity to work with stellar patients.

Benefits: NOMS offers a comprehensive benefit package including medical, dental, vision, life insurance, and a variety of a la carte options. NOMS also has a focus on employee health, offering an impressive wellness incentive program.

Competitive Pay: We are proud to be an organization offering competitive pay in the area. Our Human Resources team looks at wages on an annual basis to ensure we are in line with our competitors.

Career Growth & Development Opportunities: We value promoting from within and have leadership and development training programs for individuals who want to move up. We are proud to have managers who have started as medical receptionists and have worked their way up.

Working Conditions: There is a combination of exam rooms and medical offices. There is frequent exposure to communicable diseases, toxic substances, ionizing radiation, medicinal preparations, and other conditions common to a clinical environment.

NOMS Healthcare is an Equal Opportunity Employer. We do not discriminate based on race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, veteran status, or any other legally protected characteristic. All employment decisions are based on qualifications, merit, and business needs.