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Key Responsibilities

1. User Support and Account Management

• Configure and manage user accounts, permissions, and install required software on new hardware.

• Coordinate and oversee hardware delivery and installation for new hires.

• Respond promptly to tickets, emails, and calls to address user support needs.

• Provide technical support for contact center platforms, including RingCentral and NICE/inContact.

2. Operational Support

• Accurately log data into the knowledge base and ticketing system.

• Maintain thorough documentation of inbound communications, including calls, emails, and tickets.

• Lead go-live processes for new locations, ensuring smooth transitions for departments with varying workloads.

• Continuously enhance knowledge base documentation, focusing on licenses, inventory, and best practices.

3. Networking and Infrastructure Support

• Deploy and maintain network infrastructure, including switches, routers, modems, and access points.

• Troubleshoot and resolve networking issues, such as connectivity, performance, and hardware failures.

• Monitor network performance and optimize configurations to ensure uptime.

• Install, terminate, and test low-voltage cabling to ensure reliable connectivity.

• Assist in network security by configuring firewalls, managing VPNs, and enforcing access control policies.

• Collaborate with vendors to procure, install, and maintain network equipment.

• Maintain detailed network diagrams, IP schemas, and configuration records.

4. Customer Interaction

• Provide technical support to end-users via phone, email, third-party software, and in person.

• Gather and analyze user feedback to diagnose and resolve technical issues effectively.

• Interact professionally with healthcare providers, medical assistants, teammates, and management to communicate updates and solutions.

5. Troubleshooting

• Diagnose and resolve technical issues, including:

o Windows operating systems

o Windows Server environments

o Scanning hardware and software

o Shared folders and file permissions

o VoIP and contact center platforms (RingCentral and NICE/inContact)

o Network infrastructure equipment (e.g., switches, routers, modems, and access points)

o Mobile devices and operating systems (Android, macOS, and iOS)

o Connectivity issues, such as DHCP, DNS, and IP conflicts

• Propose alternative solutions to maintain user productivity.

• Escalate high-priority issues and redirect problems to appropriate resources as needed.

6. Documentation and Research

• Maintain accurate and detailed records of workflows, troubleshooting steps, contracts, SLAs, vendor contacts, and network configurations.

• Research and implement industry best practices for IT infrastructure and networking.

7. Project and Vendor Management

• Develop and adhere to strict project timelines, ensuring deliverables are met on schedule.

• Respond to vendor communications in a timely and professional manner.

• Provide feedback to management on vendor performance and improvement opportunities.

• Collaborate with vendors to address technical and operational requirements, including IT and networking equipment procurement.

8. Additional Responsibilities

• Install and configure keypad locks, surveillance systems, and other IT-related hardware.

• Safely lift and transport equipment weighing up to 50 lbs.

• Support business continuity by implementing and testing backup and disaster recovery plans.

• Be available on-call as needed.

• Maintain reliable transportation to meet on-site project requirements.

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Technical Knowledge

• Expertise in Active Directory for user and group management.

• Advanced knowledge of Windows 11 and Windows Server operating systems.

• Hands-on experience with VoIP and contact center platforms (e.g., RingCentral, NICE/inContact).

• Familiarity with ZenDesk and other ticketing systems.

• Proficiency in network infrastructure equipment, including switches, routers, modems, and access points.

• In-depth knowledge of networking protocols such as TCP/IP, DHCP, DNS, VLANs, and VPNs.

• Experience troubleshooting mobile devices, including Android, macOS, and iOS.

• Strong understanding of security protocols, including firewalls, encryption, and intrusion detection systems.

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Required Skills and Qualifications

• Exceptional communication skills, both verbal and written.

• Proven experience in customer service and IT support roles.

• Proficiency in Microsoft Office Suite and Google Workspace applications.

• Strong problem-solving, prioritization, and multitasking abilities.

• Ability to work independently with minimal technical direction.

• Experience managing and documenting vendor relationships, contracts, and SLAs.

• Capability to prioritize tickets and projects based on organizational impact and urgency.

Preferred Qualifications

• Familiarity with healthcare IT environments and HIPAA compliance.

• Experience managing IT projects involving multiple departments and stakeholders.

• Knowledge of low-voltage cabling, hardware installation, and physical network layout.

• Certifications in networking (e.g., CCNA, Network+), project management (e.g., PMP), or IT support (e.g., ITIL, A+).

Skills

Project management, Infrastructure, Implementation, Project plan

Pay and Benefits

The pay range for this position is $40.00 - $45.00/hr.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:

• Medical, dental & vision • Critical Illness, Accident, and Hospital • 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available • Life Insurance (Voluntary Life & AD&D for the employee and dependents) • Short and long-term disability • Health Spending Account (HSA) • Transportation benefits • Employee Assistance Program • Time Off/Leave (PTO, Vacation or Sick Leave)

Workplace Type

This is a hybrid position in Ontario,CA.

Application Deadline

This position is anticipated to close on Jun 25, 2025.

About TEKsystems and TEKsystems Global Services

We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.