Helpdesk Engineer (Tier II) Privia Health
Arlington, VA

Job Description

Overview of the Role:

Privia's helpdesk provides full-service support to our employees and healthcare providers across the country. Privia's clinicians, office staff, and corporate employees call on the helpdesk for support for everything from PCs, printers, network, and other hardware to software applications.

The Helpdesk Engineer is expected to improve the overall user experience by demonstrating sound technical knowledge, above average troubleshooting skills, and the ability to deliver world class support within a predetermined time frame of our service levels in a high volume, fast paced environment. Additionally, the Helpdesk Engineer is expected to effectively assess and prioritize workloads, being self-directed and navigating complex issues through to resolution.

Primary Job Duties:

* Serve as a "Center of Excellence" (CoE) member, working with vendors in specialized areas of technology
* Develop a deeper technical skill-set around CoE areas of focus
* Properly balance workloads, being able to recognize and prioritize urgent matters without the direction of a direct supervisor
* Respond to requests for technical assistance and inquiries utilizing our Case Management platform
* Apply systems analysis techniques and procedures, including consulting with users and coworkers to resolve technical issues, within a predetermined time frame of our service levels
* Document all correspondence, interactions and steps taken in a clear, concise manner
* Follow up with users and/or management on open issues and ensure satisfactory resolution
* Communicate status of open issues to users, vendors, and stakeholders
* Escalate issues as appropriate within predetermined time frame of our service levels
* Research issues using all available resources
* Stay current with system information, changes and updates
* Share knowledge and solutions learned with team members and management
* Stage new devices as assigned
* Provide user IT training as needed
* Act as mentor to Tier 1 staff
* Communicate professionally and effectively via email, telephone and face to face
* Other duties and tasks as assigned

Minimum Qualifications:

* Minimum 2 year degree in IT with 2 years of related customer support experience preferred
* 2 - 4 years of related customer support experience in lieu of degree will be considered
* A+ and Network+ Certifications a plus
* Demonstrable experience troubleshooting a variety of hardware and software
* Complete understanding of the overall business and how IT supports the business goals
* Extensive knowledge of Windows server environments, including virtual environments
* Thorough understanding of peripheral devices, wifi networks, pc's, laptops, tablets, printers , VOIP and mobile phones
* Ability to act as a mentor to Junior IT staff
* Must provide reliable transportation
* Must comply with HIPAA rules and regulations

Interpersonal Skills & Attributes:

* Process oriented yet have the ability to think outside the box
* Excellent customer service skills and possesses a customer first attitude
* Above average problem solving skills, the ability to analyze and resolve issues that may have little or no precedent
* Excellent oral and written communication skills
* Strong time management skills and ability to work independently with limited supervision
* Responds calmly and maturely in high pressure situations
* Communicates instructions clearly and effectively, motivates the listener to action
* Team player who has the ability to work on multiple projects and can organize and prioritize their work to achieve desired results in a timely manner
* Excellent work ethic
* Detail oriented

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk or hear; and taste or smell. The employee must occasionally lift or move up to 25 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.

Privia Health is committed to providing equal employment opportunity to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Privia will provide reasonable accommodations for qualified individuals with disabilities. Privia's goal is for our people to reflect the communities that we serve and to increase representation of women, people of color, veterans and individuals with disabilities in our organization.