Technical Support Specialist I

ECG is a national management consulting firm working exclusively in the healthcare industry. 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 Purpose

At ECG, you can have a bigger impact than you ever imagined. The work you do will 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 friendly work environment that rewards high performance and welcomes, values, and supports all people.

Join Our IT Department

When 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: Technical Support Specialist I

As a Technical Support Specialist I, 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.

We are seeking a dynamic and enthusiastic candidate for a Technical Support Specialist position. 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:  

• Providing first- and second-tier Technical Support for all 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.
• Adhering to published IT support service-level agreements.
• 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.
• Deploying ECG’s standard laptop image.
• 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

• Two-year technical degree/certification or equivalent experience; bachelor’s degree preferred
• One-plus years of progressive service desk and Technical Support experience in an enterprise environment a plus
• 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
• Experience with laptop automation tools and remote access applications 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

This is a remote position and will be based from our ECG Boston, Seattle, or Chicago office; the Boston area is preferred.

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.

About ECG

ECG is a strategic consulting firm leading healthcare forward using knowledge and expertise built over the course of five decades to help clients see clearly where the industry is going and navigate toward success. We work as trusted, professional partners with hospitals, health systems, medical groups, and academic medical centers across the country. We thrive on delivering smart counsel and pragmatic solutions to the critical challenges facing healthcare providers. Client success is our primary objective. 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 https://careers.ecgmc.com.

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. Residents of the state of Washington may receive salary information for this job through this link or by contacting the recruiter directly at aenorthington@ecgmc.com.

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