IT Support Engineer

At Pediatrics Plus, we are looking for an IT Support Engineer to join our team!  Pediatrics Plus is a specialized pediatric healthcare provider. We are committed to helping children succeed in all stages of life through evidence-based therapy and education, diagnostic services, state-of-the-art facilities, specialized equipment, family support, and community investment.

What we offer:

• Competitive Pay
• Paid Time Off
• Medical, Dental, & Vision Insurance
• State of the Art Facilities & Technology

What you will do: 

The IT Support Engineer will install, troubleshoot, maintain, and support hardware, software, and technology systems throughout the company. They provide experienced technical support to team members both remotely and onsite at Pediatrics Plus locations. The IT Support Engineer will regularly travel to Pediatrics Plus locations to provide both reactive technical support and proactive maintenance, helping ensure technology is reliable and operating effectively across the company.

Hardware and Device Support

1. Set ups, configures, maintains, and troubleshoots computers, monitors, printers, mobile devices, and other technology equipment.
2. Diagnoses and resolves hardware and peripheral issues.
3. Assists with deployment and replacement of technology equipment.

Software and User Support

1. Troubleshoots Microsoft applications, operating systems, remote access, and other business applications.
2. Manages users, passwords, permissions, and basic configurations in Active Directory and Microsoft 365.
3. Installs, configures, updates, and troubleshoots software applications.
4. Provides technical assistance to team members both remotely and onsite.

Network and Systems Support

1. Troubleshoots common network and connectivity issues.
2. Assists with wireless, printer, and network troubleshooting.
3. Escalates more complex server, network, security, and infrastructure issues to the appropriate IT team member.
4. Assists senior IT staff and outside providers with system maintenance and technology projects.

Help Desk and Customer Service

1. Tracks, prioritizes, monitors, and resolves tickets in the ticketing system.
2. Handles technical issues independently when within the scope of the role.
3. Recognizes when an issue requires escalation and communicates relevant information to the appropriate resource.
4. Provides excellent customer service and communicates technical information clearly to non-technical team members.

Clinic and Field Support

1. Regularly travels to Pediatrics Plus locations within approximately a two-hour driving radius to provide onsite IT support.
2. Responds to technology issues that require onsite troubleshooting and resolution.
3. Conducts proactive visits to Pediatrics Plus locations to identify and address potential technology issues before they impact operations.
4. Installs, configures, replaces, and troubleshoots computers, printers, network-connected devices, and other technology equipment at Pediatrics Plus locations.
5. Builds strong working relationships with leadership and team members and serve as a trusted onsite IT resource.
6. Coordinates with other IT team members and outside providers when issues require additional technical expertise.
7. Documents work performed, equipment changes, and unresolved issues following site visits.

IT Operations

1. Tracks and monitors technology inventory.
2. Maintains accurate documentation of equipment, systems, and common support procedures.
3. Assists with new team member technology setup and team member offboarding.
4. Identifies recurring technical issues and recommends practical improvements.
5. Communicates effectively with outside contractors and technology providers.

General

1. Upholds and incorporates the core values, mission, and philosophy of Pediatrics Plus into all job responsibilities.
2. Participates in one-on-one meetings with leader.
3. Works collaboratively with other members of the IT team and departments throughout the company.
4. Performs other related and non-related duties as assigned.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

What you have:

• Strong technical troubleshooting and problem-solving skills.
• Ability to independently resolve common hardware, software, user account, and connectivity issues.
• Working knowledge of Windows operating systems and Microsoft applications.
• Basic understanding of Active Directory, Microsoft 365, networking, and server environments.
• Ability to recognize when an issue should be escalated to a more senior technical resource.
• Strong organizational skills with attention to detail and accuracy.
• Ability to manage multiple support requests and prioritize work appropriately.
• Ability to independently manage a schedule that includes both planned location visits and unplanned/reactive support needs.
• Strong customer service skills and ability to work effectively with non-technical team members.
• Ability to communicate effectively and professionally with a wide variety of people.
• Ability to document technical issues and solutions clearly.
• Ability to work effectively both independently and as part of a team.
• Ability to complete tasks in a timely manner.
• Ability to maintain regular and punctual attendance.
• Travel will be required. Must possess a valid driver's license in the state of Arkansas and maintain an acceptable driving record.

Education/Certification/Experience:

• High school diploma or equivalent, required.
• Associate or college degree, preferred.
• Technical training or relevant certifications, preferred.
• 3+ years of IT support experience, preferred.
• Demonstrated experience troubleshooting Windows computers, software applications, printers, and peripheral devices.
• Experience supporting Microsoft 365 and Active Directory environments, preferred.
• Experience troubleshooting basic networking and connectivity issues.

Physical Demands:

While performing the duties of this job, the team member is frequently required to accurately communicate information and ideas so others will understand through sight and hearing. The team member is regularly required to move including walking, running, jumping, and sitting. The team member is regularly required to use hands and fingers to handle, lift, reach, and feel. The team member is frequently required to stand and stoop, twist, bend, kneel, crouch, or crawl. The team member must frequently lift and/or move up to 50 pounds. Specific vision abilities required by this job include near and distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. If the team member is working at a Farm location, they must be comfortable around standard farm animals, including minimal allergies to touching, smelling, feeding, and engaging with animals.

We are an equal opportunity employer and prohibit discrimination/harassment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.