Desktop Support Technician
eClinicalWorks - Westborough, MA

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IT Technician - MA

Position Overview:

This position acts as a technical resource in assisting users to resolve problems with equipment and data; works with a centralized help desk to facilitate exchange of information and advice; implements solutions or notifies outsource providers as required.

Job Functions /Responsibilities:

This position is based out of the Westborough, MA office headquarters. The technician is required to be a part of on-call rotation and carry a pager on selected weeks.

• Provide 1st Level system applications and computer hardware/software support
• Troubleshoot problems with computer systems, including troubleshooting hardware and software, e-mail, network and peripheral equipment problems; makes repairs and corrections where required
• Troubleshoot software and hardware failures when related to personal desktop/laptop computers. Be able to work with remote users as well via the Phone or remote access applications.
• Update help desk ticket system as work orders are completed. Make hardware and software acquisition recommendations including helping users assess needs and providing justification for equipment and services
• Install, configure and upgrade operating systems and software, using standard business and administrative packages; may modify specific applications for use in operational departments according to corporate policies and standards
• Install, assemble and configure computers, monitors, network infrastructure and peripherals such as printers, scanners and related hardware; pulls cables and rewires or directs the rewiring of cables as required for new installations and office reconfiguration
• Serve as liaison between staff and the IT department to resolve issues
• Provide on-the-job training and computer orientation to new company staff
• Assist with inventory of all IT-related goods and services
• Document resolutions for future reference
• Maintain inventory of phones, computers and software
• Other Duties as assigned


• College diploma or university degree in the field of computer science
• 2-4 years of working knowledge of Windows networks
• 2-4 years of working experience with MS Office Suite (focus on Outlook)
• Have the troubleshooting know how to research issues with little help or direction
• Heavy understanding of Windows XP, Windows 7, Windows 8, iOS, Mac, All MS Office Suites, MS Server 2008/2012
• Be able to be on call 24/7 with a pager on selected weeks
• Good understanding with using a helpdesk ticketing system
• Active Directory experience is recommended
• Strong customer service skills is a MUST
• Familiarity with networking (DNS, DHCP, etc)
• Familiarity with Audio Visual products (video conferencing, smart boards, projectors)
• Knowledge of network printing, print servers, etc
• Knowledge of Blackberry devices and troubleshooting skills
• Understanding of VOIP (primarily Cisco products, phones, etc)
• MCSE or like certification is a plus
• Availability to travel if necessary for conferences, retreats, or other functions which require an IT Technician presence.

Other Skills / Abilities:

• Exceptional customer service orientation
• Exceptional organization skills
• Ability to absorb and retain information quickly
• Ability to present ideas in user-friendly language
• Highly self-motivated and directed
• Keen attention to detail
• Proven analytical and problem-solving abilities
• Experience working in a team-oriented, collaborative environment
• Excellent interpersonal skills
• Experience performing responsibilities without supervision
• Strong oral and written communication skills
• Ability to demonstrate the ability to exercise appropriate judgment when assessing the needs of the user
• Ability to determine the resolution best suited for each situation
• The ability to handle many tasks and projects at once and deliver under stress

eClinicalWorks - 20 months ago - save job
About this company
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eClinicalWorks® develops and implements ambulatory electronic health records (EHRs) with practice management and patient portal...