TECHNICAL SUPPORT SPECIALIST (ON-SITE)

WHO WE ARE:

State of Franklin Healthcare Associates is a physician-led and team member-owned multi-specialty care group headquartered in Johnson City, TN with locations in the upper East Tennessee & Southwest Virginia region. Our mission is to improve the health and well-being of our patients and our team members.

PRIMARY RESPONSIBILITIES:

• Provide first-level technical support for desktops, laptops, printers, mobile devices, and Microsoft 365 applications.
• Demonstrate professionalism, discretion, and excellent customer service with all SOFHA personnel and remote users. Ask questions to determine the nature of the problem.
• Document support requests, resolutions, and asset information within the ManageEngine service desk application.
• Create, modify, and disable hybrid user accounts in Active Directory and Microsoft Entra ID.
• Install, configure, image, and troubleshoot current Windows desktop operating system workstations.
• Diagnose and resolve hardware, software, printer, and peripheral issues. Runs diagnostic programs to resolve problems.
• Follows up to ensure issue has been resolved.
• Assist with deployment of software updates and endpoint security patches.
• Assist with workstation deployments, equipment replacements, and inventory management.
• Troubleshoot basic network connectivity issues including TCP/IP, DNS, DHCP, Wi-Fi, and WFH connectivity.
• Demonstrate exceptional customer service, initiative, teamwork, and professionalism in the performance of daily responsibilities.
  

Education

• High school diploma.

• Associate’s degree in Information Technology, Information Systems, Computer Science or a related field preferred. Equivalent professional experience will be considered.
  

Requirements

• Valid driver's license with a satisfactory driving record required.
• Ability to safely operate company vehicles in support of daily job responsibilities.
• Ability to lift and transport computer equipment weighing up to 50 pounds, with assistance if needed.
• Ability to frequently walk, climb stairs, and work in a variety of clinical and office environments along with Work from Home setups.

Experience and Qualifications

• Basic understanding of Active Directory, Networking concepts, TCP/IP, DNS & DHCP.
• Familiarity with desktop imaging and hardware deployment, wireless networking and WFH setups.
• Familiarity with Microsoft Entra ID, Microsoft 365 applications, current Windows desktop operating systems environments.
• Strong troubleshooting, communication, and customer service skills.
• Installation, and troubleshooting. Proficient knowledge of all Microsoft 365 products. Hardware/software installation, upgrades, and troubleshooting. Experience in a physician office setting is preferable.

WHAT WE OFFER:

State of Franklin Healthcare provides a comprehensive and competitive total compensation package designed to meet the needs of our full-time team members to include:

• Company Provided Life and Accidental Death and Dismemberment Insurance
• Company Provided Long Term Disability Insurance
• 401(k) Company Contributions
• Employee Stock Ownership Plan
• Voluntary options for Medical, Dental, Vision, and additional Life Insurance.
• Company match in Health Savings Account Plans (restrictions apply)
• Vacation, Personal, Sick and Holiday Time Off
• An array of team member perks and discounts
• Tuition Assistance Programs
• And more!