ECRI tibbiy xizmat ko‘rsatuvchi tashkilotlar, to‘lovchilar, ishlab chiqaruvchilar va davlat idoralariga xavfsizroq va samaraliroq qarorlar qabul qilishda yordam beradigan notijorat sog‘liqni saqlash xavfsizligi tashkilotidir. Uning faoliyati dalillarga asoslangan baholash, tibbiy qurilmalarni sinovdan o‘tkazish, bemorlar xavfsizligi bo‘yicha maslahat xizmatlari, ta’minot zanjiri haqidagi ma’lumotlar, ta’lim va konsaltingni birlashtiradi. Ellik yildan ortiq tajribasi, mamlakat miqyosidagi xavfsizlik hodisalari ma’lumotlar to‘plami va turli sohalar mutaxassislaridan iborat jamoasiga tayangan ECRI oldini olish mumkin bo‘lgan zararni kamaytirish hamda tibbiy yordam sifati va qiymatini yaxshilash ustida ishlayotgan tashkilotlarni qo‘llab-quvvatlaydi.
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.
Tavsif
- 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.
Talablar
- 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.
Imtiyozlar
- 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.