- Lead new client technology implementation discussions involving onsite hardware and Infrastructure or software platforms, including discovery, design, development, training, deployment and maintenance.
- Act as interface between the client, Premise Health, and third party vendors.
- Manage and/or participate in technical client meetings, presentations and strategic technical planning, as needed.
- Create process flow, procedural, best practice and technical documentation for hardware and infrastructure or software platform implementation, training, support and usage.
- Travel required up to 75% of the time with the potential to fluctuate based on need.
- Install and configure new IT hardware and software.
- Understand individual, group, and organizational responses to change driven by the implementation of technology and related programs.
- Communicate with clients, business colleagues, end users and other technology groups, vendors and partners for the purpose of managing and supporting the delivery of technology.
- Receive end user requests via support desk system and respond / resolve incidents within set SLA’s (service level agreements). Update and close incidents when work is completed.
- Work closely with Premise Operations management to understand IT support needs at Premise Health Centers. Develop a good working relationship with each.
- Assist the IT Infrastructure network team as required, including virtual hands support for troubleshooting network outages and issues. Replace network hardware when directed to.
- Assist the Tier 3 EUPS group with support desk incidents where required.
- Attend meetings, both internal and external when requested. Meetings may be in person (onsite) or dial in.
- Abide by all Premise InfoSec policies.
- Maintain and be held responsible for assigned Premise provided tools and supplies as required.
- Timely submission of weekly time card and expenses.
- Bachelor degree or equivalent experience
- 5-7 years of experience in providing enterprise level support in a field services or implementation position
- Solid understanding of technologies including all aspects of Infrastructure, software and technology Implementation processes.
- Professional internal and client facing verbal and written communication skills.
- Strong time management and organizational skills.
- Experience implementing, training and supporting hardware, software and infrastructure systems in a healthcare environment.
- Experience managing client relationships and participating in strategic planning.
- Experience in working with all levels of company’s and client’s organizational hierarchy
- Experience in impacting and influencing decisions on behalf of clientele.
- Must be reliable, timely, and able to work independently with minimal supervision.
- Must have the ability to travel to client sites as well as other related technology travel as required.
- Possess strong troubleshooting skills.
- Must have good customer service skills and maintain good relations with customers (both internal and external).
- Ability to work under pressure in a fast paced environment.
- Clear and innovative thinker, with excellent collaboration and communications skills.
- Must have a strong understanding and knowledge of Microsoft operating systems in an enterprise environment.
- Must have experience working with wireless networks, local area networks, and possess general network troubleshooting skills.
- Must have experience working with network hardware, telecom, desktops, laptops, printers, and scanners.
- Must be able to prioritize work.
Street Address: 5500 Maryland Way, Ste 120, Brentwood, TN 37027