Senior Technical Support Specialist

Company: ECG Management Consultants, Inc.
Location: Boston
Posted on: October 20, 2024

Job Description:

OverviewECG, the most experienced healthcare consulting firm working in the U.S., is ranked as a Best Small Firm to Work For 2024 by Consulting Magazine. 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 PurposeAt ECG, you can have a bigger impact than you ever imagined. The work you do will ultimately 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 supportive work environment that embraces DEI, recognizes performance, communicates transparently, and values work/life balance.Join Our IT DepartmentWhen 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: Senior Technical Support SpecialistAs a senior technical support specialist at ECG, 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.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:

• Creating and maintaining ECG corporate hardware images.
• Defining and adhering to published IT support service-level agreements.
• Assisting in defining and implementing data and information security requirements for end-user hardware.
• Providing technical support for 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.
• 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.
• 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:
• Four-year technical degree/certification or equivalent experience; bachelor's degree preferred.
• Four-plus years of progressive service desk and technical support experience in an enterprise environment.
• Three-plus years of experience with Active Directory and/or Entra.
• Strong knowledge of and demonstrated technical abilities in administering M365, Entra, and Azure environments.
• Experience and demonstrated technical abilities with laptop automation tools and remote access applications.
• Experience with scripting languages (PowerShell, Perl, Python).
• 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.
• 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:Must be based near the Boston ECG office. Able to work up to 80% remotely.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.The estimated base salary range for this job is $36.06 - $43.27 hourly. It represents a good faith estimate of the range that ECG reasonably expects to pay at the time of the job posting. The actual salary paid will vary based on multiple factors, including but not limited to years of experience, special skills, and market changes. The job is also eligible to participate in ECG's benefit plans, which include medical, dental, and vision coverage, PTO, and other wellness programs.About ECG:With knowledge and expertise built over the course of 50-plus years, ECG is a national consulting firm that is redefining healthcare together with its clients. ECG offers a broad range of strategic, financial, operational, and technology-related consulting services. ECG is an industry leader, offering specialized expertise to hospitals, health systems, medical groups, academic medical centers, children's hospitals, ambulatory surgery centers, investors, and payers/health plans. As an affiliated partner of Siemens Healthineers, ECG's subject matter experts have a proven track record of delivering results fueled by top talent and technology. 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 .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.
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Keywords: ECG Management Consultants, Inc., Cambridge , Senior Technical Support Specialist, IT / Software / Systems , Boston, Massachusetts