Associate Technical Engineer

Responsibilities

• Direct communication via ticketing system, phone calls, and emails with customers to assist with software questions or issues.
• Provide desktop and application support to customers in on-prem and hosted environments.
• Research and analyze issues to ensure successful outcomes.
• Identify technology solutions based on analysis of customer support needs.
• Work alongside different project teams to ensure customer installs and upgrade projects are completed correctly and timely.
• Produce, maintain, and update technical documentation.
• Contribute to all customer support tools and support processes.
• Create tickets for clients using Service Desk software for all incoming phone calls and emails; escalate to higher tier support when necessary.
• Participate in a team on-call rotation while providing 24/7/365 technical support.
• Travel to customer sites is required on occasion, including correctional facilities and other secure or restricted environments.
• Develop a comprehensive understanding of software applications and pharmacy/nursing use-cases.

Requirements

• Bachelor's degree or equivalent in Computer Science, Information Systems or any other related field.
• 1-2+ years of experience in a related IT role.
• 1-2+ years of experience with SQL; experience in other programming languages is a plus.
• IT experience which includes: Windows Servers, Active Directory, DNS, Microsoft Office.
• Strong analytical and problem-solving skills.
• Strong verbal and written communication.
• Ability to work well with other team members.
• Excellent customer service skills and ability to build relationships.
• Certifications such as A+, MCSE, MCTS, MCITP, CNE, CCNA are a plus but not required.

Compensation & Benefits

• Medical, dental, and vision coverage.
• 401K.
• Generous PTO.
• Salary Range: $50,000 – $65,000.