IT Technician
San Diego, CA

Job Description

IT Technician

WHY XIFIN?

XIFIN is a San Diego based SaaS company that leverages diagnostic information to improve the quality and economics of healthcare. Our flagship XIFIN RPM 11 platform is a cloud-based revenue cycle management solution. It facilitates real-time connectivity and intelligent workflow automation to increase cash collections for diagnostic laboratories, diagnostic medical device or remote patient monitoring device organizations. We are self-driven innovators who are looking to make a difference in the healthcare technology space.

Who are we looking for?

The IT Technician will be responsible for the proactive monitoring and support of XIFIN's revenue generating and corporate/employee systems from XIFIN's Operations Center. You will be ensuring that service impacting events are resolved within agreed upon SLA time frames. As a Tier 1 Support, you will help to maintain XIFIN's ticketing systems and ensure tickets are routed and or escalated to the proper teams, or resolved by you if an Operations Center responsibility. The IT Technician will be the communication bridge between technical staff and business users when dealing with service impacting events and system outages. This position is part of an on-call after-hours system monitoring rotation. The person that accepts the position will be expected to remain available for after-hours contact when they are either the primary or secondary on-call support Technician.

Responsibilities

* Monitor and maintain the network, servers and applications hosted in our corporate offices and data centers
* Respond to alert console, dashboards, and other alert reporting mechanisms
* Troubleshoot alerts and execute documented processes
* Perform fault analysis, error recovery and analysis, and escalate and resolve Vendor support issues
* Manage service impacting events and track resolution within established service level commitments by using appropriate diagnostic procedures, tools and processes
* Maintenance of Wiki and technical documentation of processes and procedures used throughout normal operations
* Use of a variety of ticketing systems; ticket routing, ticket escalation, and ticket resolution
* Outage and Degradation communication to internal and external parties
* Incident Management, Event Management and Problem Management with a ticketing or case management system

What qualifications are needed?

* Degree or certification in IT field of study or equivalent work experience
* Familiarity with responding to, and escalating, alerts from an alert console
* Hardware or Software support in a Hosting environment strongly desired
* Basic knowledge and understanding of web, application, mail and database servers
* Active Directory, DNS, Office365 Applications, Office365 Exchange, LDAP account management
* Ability to use existing tools to isolate degraded performance on hardware or applications, or complete simple requests
* Ability to update tickets with clear and articulate written communications



EEO Statement

XIFIN provides equal opportunity for all applicants without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, disability, genetic information, marital status, sexual orientation, veteran status, or any other basis protected by state or federal law.