Help Desk Support Technician

About Our Company :

ROMTech is a medical technology company that has created and patented a revolutionary medical device and telemedical platform which delivers in-home rehabilitative care.

Our disruptive technology has proven to yield faster recoveries and better outcomes with unmatched patient compliance. We began in orthopedics and have entered scale-up of our orthopedic business.

We are now leveraging our core technology, infrastructure, and first mover position to enter cardiology, followed by other adjacent markets.

Having created this new lane, we have a unique opportunity to serve as the global leader in the business, technology, and science of recovery, and to bring life-changing help to many millions of people.

Position Overview :

ROMTech is seeking a skilled Service Desk Technician to join our dynamic Information Technology team based at our headquarters in Brookfield, CT.

The Service Desk Technician will be responsible for providing ongoing Level 3 support and administration of our Office 365 environment.

This position will also be responsible for managing the escalation of Level 1 and Level 2 support issues. This is a full-time position, reporting directly to the Service Delivery Manager.

Responsibilities :

• Diagnose and resolve complex hardware, software, and network issues escalated from Level 1 and Level 2 support. Administration and ongoing support of the Office 365 environment including Teams / Zoom integrations, Exchange, OneDrive, shared services, Azure Active Directory, Intune, Configuration Manager, and Autopilot.
• Administration of Identity and Access management and ongoing support of ROMTech’s AIM solution for single sign on, multi-factor authentication solution, and policy configurations management.
• Perform regular maintenance tasks, including system updates, backups, and patch management to ensure optimal performance and security.
• Provide expert-level support for enterprise applications, operating systems, and network infrastructure.
• Manage and prioritize high-priority incidents and problems, ensuring timely resolution and communication with stakeholders.
• Create and maintain comprehensive documentation for troubleshooting processes, system configurations, and known issues.
• Assist in training and mentoring Level 1 and Level 2 technicians to improve overall team capabilities.
• Participate in IT projects, such as system upgrades, migrations, and deployments, providing technical expertise and support.
• Deliver exceptional customer service and maintain positive relationships with end-users, ensuring their technical needs are met efficiently.

Requirements :

• Minimum of 3-5 years of experience in a helpdesk or technical support role, with at least 2 years at a Level 2 or equivalent position.
• Experience with Office 365, Active Directory, OneDrive, Exchange.
• Certifications such as CompTIA Security+, Microsoft Certified Systems Engineer (MCSE), or Cisco Certified Network Professional (CCNP).
• Familiarity with ITIL framework and best practices for IT service management.
• Experience with IT service management tools such as ServiceNow, Jira, or similar platforms.
• Proficiency in scripting languages (PowerShell, Python) to automate routine tasks and improve efficiency.
• Experience with cloud platforms (e.g., AWS, Azure, Google Cloud) and related technologies.
• Strong customer service orientation with a commitment to meeting the needs of end-users.
• Ability to work effectively in a team environment and collaborate with other IT professionals.
• In-depth knowledge of Windows and Mac operating systems, enterprise applications, and network infrastructure.
• Relevant experience in networking systems such as Wi-Fi, LAN, firewalls, routers, and printers.
• Strong analytical and problem-solving skills with the ability to diagnose and resolve complex technical issues.
• Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
• Relevant certifications such as CompTIA A+, Network+, Microsoft Certified Professional (MCP), Cisco Certified Network Associate (CCNA), or equivalent.
• Ability to sit at a computer terminal for an extended period.
• Moderate noise (i.e., phone calls, online meetings, computer audio).
• While performing the duties of this job, the employee may be regularly required to stand, sit, talk, hear, reach, stoop, kneel, and use hands and fingers to operate a computer, telephone, and keyboard.
• Specific vision abilities required by this job include close vision requirements due to computer work.
• Regular, predictable attendance is required.

If this sounds like an exciting opportunity to embark in the next chapter of your career, please respond and include an up-to-date resume.

We are an equal opportunity employer. Qualified Applicants are considered for positions and are evaluated without regard to mental or physical disability, race, color, religion, gender, national origin, age, genetic information, military or veteran status, sexual orientation, marital status, or any other classification protected under applicable Federal, State or Local law.