Technical Support Manager jobs in Huntington, NY

Founded in 2006, Allied Physicians Group is one of the largest private Pediatric medical partnerships with the New York Metropolitan Area. The groups’ independence is an integral part to our success because it is not owned by a health system, hospital or insurance company. This freedom allows Allied doctors to refer patients to the specialists that are best for the child. Allied is comprised of more than 150 Caring Pediatric Providers who provide patient-centered care and collaborate on their best practices.

Allied mission is to provide the highest quality healthcare with exceptional service to all who enter our doors. Our vision is to create an exceptional patient experience with a culture that empowers our staff and other professional fulfillment to our providers. Our Core Values are what makes our Culture:

• Respect

• Integrity

• Compassion

• Humility

• Empathy

• Staff

• GROWTH!

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  First point of contact for all end users reporting technical issues over the phone, Chat, email, or web.
• Responsible for providing the first line of technical support of hardware, Operating Systems, sub-systems and/or applications for customers and/or employees.
• Performing remote troubleshooting through diagnostic techniques and pertinent questions.
• Takes end to end Ownership of End User Issues till resolution and follow up as mandated by the process requirements.
• Escalates, if needed, unresolved or complex issues to the escalation point of contact.

• Maintains call quality and response times as per the agreed SLA's. Strict adherence to meeting all the agreed SLAs (service level agreements) and KPIs.
• Log all incidents and requests in the ITSM tool. Maintains records of calls and ensures all cases are updated in the system and categorized and record reported queries and provide solutions.
• Systematically interprets user problems and identifies solutions and side effects. Ability to paraphrase and trouble shoot issues.
• Responds to common requests for service by providing information to enable fulfilment. Promptly allocates unresolved calls as appropriate.
• Maintains records, informs users about the process, and advises Support Team members of actions taken.

• Adhere to documented policies and procedures.
• Engages other support teams or resources as & when appropriate to resolve tickets.
• Create a positive end user experience and build a good rapport with the customer by ensuring timely resolution, escalation, or communication of status updates.
• Identify major incidents and invoke the major incident management process.
• Identify new issues and contribute to Knowledge Base development.

• Install, modify, and repair computer hardware and software.
• An understanding of TCP/IP topology, DNS, DHCP, and routing is highly desirable.
• Assists with additional projects as assigned by Management.
• Experience with SharePoint and/or Contact Relationship Management software is beneficial.

• Bachelor's degree in computer science or 4 years of experience working in technical support.
• 3 years of experience in a help desk and IT environment with previous experience in a Tech Support role (L1 or L2).
• 2 years of proficiency in Windows, Office 365, TCP/IP protocol, third party applications, telecommunication capabilities and connectivity knowledge.
• Must have solid knowledge of Windows 10 Pro and Windows 11.

• Support business software on users Laptops and Desktops.
• First-hand experience in using Active Directory.
• Knowledge and understanding of networks, including wireless access points, switches, and overall network topology.
• 3 years of experience working with SaaS based troubleshooting.
• Experience with ticketing platforms a must - ServiceNow, Zendesk, Service Desk, etc.

• MS Active Directory, MS Azure
• Microsoft Office 365 (M365), Microsoft Windows 10, Windows Desktop, SharePoint, Citrix.

• TCP/IP, DHCP - DNS, IP Routing, Basic Network Troubleshooting.
• Must work well in a team environment as well as independently.
• High level of customer service and providing a positive customer experience is a must have.
• Must be versatile and able to adapt to changing priorities in a fast-paced environment.
• Must have strong written, documentation and verbal skills.

• Well organized and ability to resolve issues in a timely manner.
• Familiarity with Healthcare environment.
• EMR/EHR experience preferred.

• Standing or stooping for long periods of time.
• Mild physical labor to complete the tasks at hand.
• Other physical demands that coincide with the duties of a technology professional.
• Allied Physicians Group and Adjuvant.Health requires all new hires to disclose their COVID-19 vaccination status upon offer of employment. Positions requiring direct patient contact will require new hires to be vaccinated for COVID-19 This is a condition of employment, unless a religious or medical exemption is approved.

• Medical, Dental, Vision
• Flexible Spending Account (FSA)
• Health Savings Account (HSA)
• Voluntary 401K & 3% Profit Sharing (after one-year)
• Paid Time Off
• Basic Life and Supplemental Life Insurance
• NYS Short-Term Disability (STD)
• AFLAC Supplemental Insurance Products
• Wellness Programs and Coaching
• Employee Discount Program
• Opportunity to take be a part of a growing organization focused on unparalleled patient care.