ECRI is a nonprofit healthcare safety organization helping providers, payers, manufacturers, and government agencies make safer, more effective decisions. Its work combines evidence-based evaluations, medical device testing, patient safety advisory services, supply chain intelligence, education, and consulting. Drawing on more than five decades of experience, a nationwide safety-event dataset, and a multidisciplinary team of experts, ECRI supports organizations working to reduce preventable harm and improve the quality and value of care.
Client and Service Desk Technician II – Pennsylvania Remote
Support ECRI’s nonprofit healthcare safety organization as a Client and Service Desk Technician II. Troubleshoot advanced endpoint, Microsoft 365, networking, and software issues for internal and external clients.
Description
- Respond promptly to client questions through phone, email, and chat.
- Monitor and handle Client Services tickets, inbox messages, voicemail, and phone extension requests.
- Manage a high volume of client inquiries with professionalism and courtesy.
- Develop familiarity with ECRI products to resolve client questions effectively.
- Support complex product launches for internal and external clients.
- Troubleshoot advanced laptop, desktop, software, and network issues.
- Work with Infrastructure Operations to create operating system images for existing and new end-user hardware.
- Debug and maintain scripts that automate deployments, installations, and updates.
- Use Microsoft Intune to package and deploy operating system upgrades, ECRI software, and application updates.
- Record and resolve end-user issues in the Service Desk system, manage escalations, and support root cause analysis.
- Administer user accounts and organizational units in Active Directory and Entra.
- Administer and troubleshoot workstation and user group policies.
- Operate and maintain Windows update compliance reports.
- Maintain desktop backups and file synchronization processes.
- Help design and build Microsoft Power Apps.
- Coordinate endpoint and data migrations to replacement hardware.
- Maintain accurate hardware and software inventories.
- Lead small projects and provide weekly and monthly status updates to management.
- Provide routine support and troubleshooting for telephone, fax, and voicemail systems.
- Create and deliver internal training for business applications.
- Provide routine technical assistance and install software for specialized corporate applications.
- Take part in a rotating on-call schedule.
- Provide routine technical support at ECRI facilities across the United States.
- Complete other assigned responsibilities.
Requirements
- At least three years of hands-on IT experience supporting corporate users with Windows and Mac hardware, operating systems, and software is preferred.
- Working knowledge of Microsoft 365 applications and services, including Teams, Office, and Outlook.
- Ability to communicate clearly, learn from colleagues, and follow established standards.
- Previous customer service experience supporting internal and external users.
- Experience using a corporate ticketing platform is preferred.
- Experience administering Active Directory and Entra users and groups is preferred.
- An associate or bachelor’s degree is preferred but not required; relevant professional experience may substitute for formal education.
- Proficiency with Microsoft 365, Windows 10, macOS, and basic networking concepts.
- Practical experience with help desk platforms such as HubSpot and CRM software is required.
- Experience with Jira or a comparable ticketing platform is preferred.
- Microsoft certifications are preferred but not required.
- Ability to remain seated at a desk or fixed workstation for most of the workday.
- Ability to use standard office equipment, including a laptop, keyboard, mouse, webcam, and telephone.
- Ability to communicate information and ideas effectively in writing and verbally.
Benefits
- Healthcare coverage includes medical, dental, vision, life, disability, and critical illness insurance, among other options.
- Employer-matched retirement savings plan.
- Employee groups focused on belonging, learning, professional growth, and peer support.
- Up to 16 paid hours each year through ECRI Cares for volunteering with approved charities.
- Paid time off.
- Paid holidays.
- Tuition reimbursement.
- Additional ancillary benefits are available.