Support Technician

Are you a customer service-oriented technology enthusiast with a passion for solving problems and delivering exceptional service? Do you thrive in an environment with high standards and continuous improvement? If so, we want you on our team!

About Us

We are a third-party billing and management company dedicated to ensuring operational excellence and client satisfaction. We are looking for a high-performance technician who can rapidly respond to phone calls, emails, and chats, address Tier 1 issues efficiently, and escalate well-documented higher-tier issues to our IT vendor. The best candidate for this position is high-energy, detail-oriented, and committed to delivering an incredible customer experience.

Essence of the Role

The essence of the Tier 2 Support Technician role is to provide proactive, efficient, and effective support to our clients. You will be the first point of contact, ensuring that issues are resolved promptly and that clients feel confident in our ability to manage their IT needs. This role is about more than just fixing problems; it's about anticipating needs, improving processes, and contributing to a culture of excellence and continuous improvement.

Responsibilities :

• Provide second-level support for end-users experiencing IT-related issues, escalated from Level 1 support.
• Perform advanced troubleshooting of hardware, software, and networking issues, both on-site and remotely.
• Manage user accounts, permissions, and email access through Active Directory and Microsoft 365.
• Collaborate with other IT teams to resolve escalated issues and implement long-term fixes.
• Document processes, issue resolutions, and create user guides.
• Perform other duties as assigned by management to meet the needs of the organization.

Education and Experience :

Technical Skills :

Soft Skills :

Certifications (Preferred but not required) :

About McEwen & Associates, Inc :

McEwen and Associates, Inc. is a medical services organization based in Irving, TX. We are committed to providing physicians and allied healthcare professionals with personalized and efficient service.