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Digital Prospectors Testing Center Technician in Burlington, Massachusetts

Testing Center Technician

Burlington, Massachusetts

Job Type: Contract

Recruiter: Jon Rostler (https://digitalprospectors.com/our-team/jon-rostler)

Phone: 603.637.1807

Find your job at www.LoveYourJob.com

Job Title: Testing Center Technician

Location : Burlington, MA

Duration: 5 Months

POST-OFFER BACKGROUND CHECK IS REQUIRED. An essential function of this job is physical attendance. Digital Prospectors is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

JOB DESCRIPTION:

Our client's Division of Information Technology Services is looking for a talented individual to fill the role of Service Desk Analyst. As part of the Customer Experience team, the Testing Center Technician will be needed in a remotely and in-person manner. Support, training, and technology consultation to faculty, staff students and partners relating to effective use of technologies at the University's Test Center (Cambridge campus) and processing lab (Burlington campus), including computer, network connectivity, and various clinical and enterprise software applications. Thoroughly documents all work completed into the appropriate call-tracking and incident management systems. Documentation includes a clearly defined description of the problem, complete troubleshooting steps, customer communications, equipment asset information and a complete description of the resolution. Follows known processes and best practices, and identifies and actively works towards improvements. Routinely utilizes and contributes to the knowledge- base and actively promotes utilization to both internal and external customers. Assists in troubleshooting Tier I, Tier II and some Tier III level issues and notification of enterprise problems. Ensures appropriate and accurate escalation of incidents that require resolution by other ITS groups beyond the Service Desk.

Provides reports and statistical analysis upon request. Partners with other ITS groups and acts as a subject matter expert for the Service Desk. May be asked to participate in project development and roll out implementation. Provides expert consultation on technology both current and future to various departments and colleges. Must be adept and passionate about learning new technologies and services. Must be passionate about supporting customers and delivering an amazing experience.

Experience with EClinicalWorks, LIMS, Orchard, and/or CareEvolve preferred

To ensure that essential services are provided to the university community, the employee may be required to work outside his/her regular working hours and on some university holidays.

Monday through Friday 9-6

Qualifications:

A Bachelor’s degree is preferred, but not required. The ideal candidate will have a minimum of 2-4 years applicable experience.

Extensive experience supporting connectivity, mobile devices personal computers, MacIntosh and Windows desktops and laptops, Microsoft Outlook and other Microsoft applications as well as a portfolio of clinical software applications including but not limited to: EClinicalWorks, LIMS, Orchard, and CareEvolve.

An understanding of knowledgebase general concepts with a passion for providing an end user self-help experience is required. The position requires a logical and structured approach to troubleshooting and decision making with an emphasis on superior customer service. Familiarity with service desk applications and/or incident management environments desired. Excellent interpersonal, communication and organizational skills are required. A flexible schedule is a must as the Service Desk hours may include evenings, holidays, and weekends.

Key Responsibilities & Accountabilities:

Responsibility

Percent of Time

Testing Center/Processing Lab Support

Provides faculty, staff, and students with 1 st , 2 nd and some 3 rd tier technology and telecommunications support, which includes: troubleshooting operating systems, applications, and network issues, cable issues, answering questions regarding application use, and the installation of software. Ensure proactive measures are taken to identify potential customer problems by reviewing customer history for open issues or trends. Determine root causes of continuing issues. Update knowledge base to reflect changes. Ability to determine when escalation to 3 rd tier support and or vendors is required.

Provide on site warranty evaluation and repairs on university owned equipment.

90%

Training and Documentation

Document all issues addressed and follow all appropriate procedures established by ITS Customer Services to provide ongoing feedback on all issues.

Obtain training to keep current with new technologies and practices.

10%

Make this your next career move as one of our many long-term contractors or employees!

Work as our full-time employee with full benefits (Medical, Dental, Vision, STD, LTD, PTO, Retirement, etc.) - OR - work as a W2 hourly contractor at a higher pay rate if you don't need the benefit package.

ABOUT DIGITAL PROSPECTORS:

Founded in 1999, Digital Prospectors is an award-winning recruiting and consulting firm that specializes in placing contract, contract-to-hire and direct hire engineers into rewarding opportunities with our impressive and ever-growing client base. We believe that all people should love their jobs.

Come see why Digital Prospectors has been voted “Best Staffing Firm to Temp For” by Staffing Industry Analysts, "Best of Staffing" for candidate satisfaction by Inavero / CareerBuilder.com, "Top Temporary Placement Firm" by Boston Business Journal, "Best Company To Work For" by Business NH magazine, "Excellence in IT and Engineering Staffing” by TechServe Alliance, "Top IT Services Company" by Inc. Magazine, "Most Reliable Staffing Agency" in Forbes Magazine and "Top Ranked Staffing Firm" by Staffing Industry Analysts. www.LoveYourJob.com

Phone: 603-772-2700

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