Technical Support Specialist

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PCC’s Technical Specialists work as members of our Support Team to provide technical support to our pediatric practice clients. They are also an integrated part of a dedicated, client-centered account team. They provide telephone support, perform remote system administration and preventive maintenance, and other activities that keep our more than 260+ client practices running smoothly. This position requires a blend of technical expertise and exceptional customer service and communication skills.

Job Responsibilities

  • Provide remote technical support via phone, email and support tickets
  • Enter, work and close support tickets
  • Troubleshoot and resolve client problems with PCC-provided hardware, operating systems, networks and peripherals
  • Advise clients in areas such as workstation and printer selection, Internet and wide-area connectivity, remote office installations, network planning, and security issues
  • Assist clients to coordinate PCC and vendor activities
  • Review monitoring and logs and perform maintenance on client networks
  • Configure and ship servers and network hardware
  • Travel to client locations to install servers, networks, and perform upgrades and repairs
  • Participate in rotating coverage for on-call, after-hours emergency support
  • Help to improve technical documentation for our staff and our clients
  • Participate in attending meetings, communities of practice, and completing special projects as required
  • Ensure the confidentiality of sensitive and protected information and that best security practices are employed both internally and at client practices

Job Requirements

  • Strong attention to detail
  • Ability to help develop and adhere to technical documentation
  • A collaborative work style and the desire to be part of a team
  • Positive, effective communication with clients and coworkers
  • Appropriate sharing of knowledge and information
  • Excellent written and verbal communication skills
  • Commitment to learning
  • Commitment to PCC’s mission

Qualifications

  • Two or more years of experience supporting information technology in a professional setting
  • Experience with Linux including bash scripting (RHEL/CentOS/Rocky preferred)
  • Experience with Windows and Mac OS X operating systems
  • Experience with TCP/IP networks, including working knowledge of routers, firewalls and switches; Wireless networks; DNS, DHCP;IPsec VPN
  • Installation and troubleshooting of network hardware
  • Good security practices, esp. HIPAA, HITECH, PCI

We offer a unique benefits package that includes but is not limited to medical, dental, vision, 21 paid days off a year (to start), holiday breaks, cell phone, home internet, fitness reimbursements, AAA membership, and more! We currently offer a hybrid work model that blends the flexibility to work remotely and in our office in Winooski, Vermont. Employees should expect to be based in Vermont within appropriate commuting distance to Winooski.

As a Benefit Corporation, we place a high value on client, employee, and community relationships. Our company offers a friendly, informal, and professional work environment. PCC offers competitive benefits as well as some uncommon perks.

No phone calls, please.
AA/EOE