We are looking to add an additional team member to our IT Helpdesk team and presently have an immediate opening to fill the role of Desktop Systems Specialist. Primary responsibilities are desktop support, and customer care. We are a fast-growing company and there are many opportunities to contribute to the success of the IT team. This position reports directly to the Director, Systems Integration and Development.

Essential Functions

• Provides seamless customer service support to end users within the organization including, but not limited to the following:
• Provide superb technical system and user support by responding to calls, email, and personal requests for technical support.
• Directly involved in the deployment, repair, replacement, disposal, and inventory management of End User Computing equipment (desktops, laptops, phones, printers, conferencing room hardware)
• Respond quickly and professionally to employee calls and/or tickets. Troubleshoot and correct software and hardware problems.
• Own issue resolution from start to finish by monitoring unresolved issues and requests to ensure prompt resolution.
• Communicate clearly with each customer to ensure their understanding of next steps and likely resolution time-frames.
• Ensure that every customer is highly satisfied with the support received.
• Resolve computer hardware and software related issues through in-depth troubleshooting and technical assistance.
• Install and configure hardware and software for end users ensuring compatibility with existing equipment and applications.
• Roll out new applications & operating systems. Upgrade hardware/software as necessary.
• Work with vendors to ensure equipment and applications are repaired and upgraded.
• Some off-hours availability will be necessary to respond to system outages, perform system upgrades/maintenance, etc.
• Install/configure local and network printers.
• Remove and reformat end of life PC’s for return to inventory.
• Seeks opportunities for additional responsibilities and growth within organization. Shows initiative and enthusiasm in suggesting and implementing new concepts and/or ideas for improvement.
• These areas include IT Support and troubleshooting, project management, system design and implementation.
• Other duties as assigned.

Other Duties

This job description is not designed to cover or contain a comprehensive listing of activities, tasks, duties, or responsibilities that are required of this position. Duties, responsibilities, tasks, and activities of this position are subject to change at any time with or without notice.

Required Knowledge, Skills and Abilities

• Ability to assist users with basic hardware and software problems (i.e., MS Outlook, Client Access, Internet Browsers, OS, etc.) and product configurations within desktop PC’s, laptops, printers and monitors. Demonstration of strong independent judgment and initiative required.
• The ability to multitask and to work well within a team environment while keeping the customers’ needs as a priority at all times.
• Ability to differentiate between errors caused by hardware, software, desktop errors, server errors and misunderstanding of usage
• A+, Network+, CCNA or MCP certifications are all a plus.
• Proficiency in the use of computer equipment and software, including but not limited to, Windows environment (Word, Excel, Outlook – Intermediate to Advanced skills) required.
• Strong interpersonal skills and ability to work both independently and as part of a team required

Education and Experience

• BA/BS degree preferred. Minimum of an Associate’s degree in Health Information Technology or similar field.
• Two years of experience in healthcare informatics required.
• Two years of experience in Desktop Support or Customer Service, preferred.

Working Conditions

This job operates in a professional office. This role routinely uses standard office equipment such as computers, including computer keyboards and mice; telephones; photocopiers; scanners; filing cabinets.

While performing the duties of this job, the employee is regularly required to communicate with others. The employee is frequently required to sit; will occasionally stand and/or walk; use hands and fingers to grasp, pick, pinch, type; and reach with hands and arms. Employee is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; viewing a computer terminal; extensive reading; operation of standard office machines and equipment.

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.

About CCRM

CCRM is an industry-leading pioneer in fertility science, research and advancement, offering access to national network of award-winning physicians, a full suite of fertility services, innovation technology and cutting edge labs. CCRM is currently comprised of eleven locations spanning the U.S. and Canada with growth planned for continued network development on a domestic and international basis. CCRM is proud to assist in building all kinds of families.

Equal Employment/Anti-Discrimination

CCRM is an equal opportunity employer and does not discriminate on the basis of Race, Color, Religion, Creed, National Origin, Ancestry, Sex, Pregnancy, Age, Sexual Orientation (including transgender status), Physical or Mental Disability, Marriage to a Co-Worker, or for anyone engaging in Protected Activity (opposing a discriminatory practice or participating in an employment discrimination proceeding). Additionally, this employer does not tolerate any employees engaging in discriminatory behavior based on any of the aforementioned protected classes.

Compensation & Benefits

CCRM proudly offers a competitive and comprehensive compensation and benefits package to full-time employees, including paid holidays, paid time off, medical, dental, vision, life and disability insurance, and 401(k) with company match.

Pre-Employment Requirements

All offers of employment by this employer are conditional upon the incumbent’s successful completion of pre-employment screenings, including a criminal background check, drug screen, educational and prior employment verification, professional reference checks, and verification of the incumbent’s eligibility and authorization to work in the United States.