Tier 2 Technician, Is&T

The GW Medical Faculty Associates (MFA) was incorporated in July 2000 as a not-for-profit, physician-led practice group. The organization functioned as an independent organization in support of The George Washington University School of Medicine and Sciences as a multi-specialty physician practice group. The GW MFA has grown to become the largest independent academic physician practice in the Washington, DC metro region with 375 physicians and 100 APP providers. In 2018, the MFA bylaws were revised to allow The George Washington University to serve as the sole corporate member while the MFA retained independent 501c3 status. The purpose of the change was to ensure alignment between the MFA and The George Washington University.

MFA physicians provide comprehensive patient care, offering one practice for the whole person with 52 medical and surgical specialties. As members of the GW School of Medicine and Health Sciences faculty, MFA providers are teachers and mentors for medical students, residents, fellows, and researchers preserving the rich tradition of academics, research, and healing. In addition to maintaining a closely integrated alliance with The George Washington University and The George Washington University Hospital (GWUH) which is separately owned and operated by Universal Health Services (UHS), the GW MFA has active referring relationships with 12 area hospitals.

The GW MFA’s leading healthcare presence in the DC metro region is complemented by a network of community-based practices in DC, Maryland, and Virginia. Given its geographic location in central NW Washington, DC, and proximity to more than 175 resident embassies, the MFA continues to evolve its international clinical outreach.

Position Summary

The Tier 2 Technician has a mix of technical and customer service skills, and exhibits a passion for technology and helping people. Through analysis, repair, and maintenance, the Tier 2 Technician ensures that local and network computer hardware, software, systems, and related peripheral equipment are operating optimally. The Tier 2 Technician addresses assigned incidents and problems in a timely manner, consistent with applicable SLAs and established Solutions Center protocols. Assignments will often require work outside of normal business hours based on project requirements. This role typically handles Tier I and Tier II requests by users that cannot be effectively resolved remotely.

Essential Duties and Responsibilities

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Other duties may be assigned.

• Performs Tier 2 support via telephone, email, in person, and via remote systems management as well as personal interactions directly with MFA staff.
• Travels locally to remote MFA sites primarily in the DC Metro area to provide support for the hardware, software, telephone, and infrastructure equipment.
• Assists with triaging IS&T Department tickets, ensuring that all tickets are appropriately assigned or closed.
• Works with MFA staff to keep operations and practice systems in working order to meet their needs.
• Supports and maintains the functionality of MFA desktops.
• Assists integration of new hardware and software systems.
• Works closely with teammates, cross-functional IS&T teams, and vendors to troubleshoot problems and offer possible solutions.
• Trains peers and customers on new processes and technologies
• Evaluates hardware and software and makes recommendations for change.
• Maintains and supports all printers by either repairing when possible or reporting to the proper party for repair or replacement.
• Supports medical equipment connectivity to the network and reports to the proper party for repair or replacement.
• Performs research to collect, analyze and present substantive information for technical Knowledgebase documentation, articles, and correspondence.
• Ensures practice-based computer equipment adheres to MFA standards for compliance.
• Performs staff computer installs and support to include cable management, imaging, software installation, troubleshooting, and maintenance of computers, printers, peripherals, etc.

Minimum Qualifications

Education

• Bachelor’s degree, preferably in an appropriate field, or an equivalent combination of experience and training.

 Experience

• A minimum of 3 years of experience in a service-oriented position within the helpdesk providing systems support for Software, Hardware, mobile and cloud-based software, networking and voice technologies, and online collaboration technologies: Windows, Mac, iOS, Androids, Printing, MS Office, G Suite, Box, Zoom, WebEx, etc.

• Experience with imaging/provisioning tools such as SCCM and JAMF.

• Experience with using ITIL methodology and ITSM ticketing systems such as BMC Remedy or ServiceNow.

• Microsoft Technology Associate applicable certifications.

Physical Requirements

• Walk, stand, and reach outward on a constant basis in an office setting.
• Must be able to occasionally lift, carry, push, or pull over 100 lbs. as part of the role.
• Regularly exposed to healthcare settings that may require personal protective equipment.
• Requires manual dexterity to operate a computer keyboard, calculator, copier machine, and other equipment.