Network Support Analyst

Network Support Analyst

TSI Healthcare – Chapel Hill, NC

Since 1997, TSI Healthcare has helped empower physicians of all specialties to improve care, increase efficiency and maximize profitability. As a Value Added Support Organization for NextGen Healthcare, our services include Electronic Health Records (EHRs), Practice Management Systems, Online Patient Portal, Revenue Cycle Management services, among many others. TSI Healthcare operates a state-of-the-art headquarters in Chapel Hill, North Carolina. We take pride in delivering “concierge-style” support and service.

By The Numbers:

  • Over 200 team members
  • Over 2,200 physician clients in 38 states
  • Modern Healthcare’s “Best Places To Work” (2012, 2013, 2014, 2015, 2016,  2017 & 2018)
  • Inc. Magazine’s “Inc. 500 | 5000 Fastest Growing Private Companies” (2009, 2010, 2011, 2012, 2013, & 2017)
  • Triangle Business Journal’s “TBJ Fast 50” Fastest Growing Companies in the Triangle (2012 & 2013)
  • Stevie® Award – Top Ranked Service (2015, 2016,  2017 & 2018)

General Position Description:

The Network Services Group provides customized hardware and operating environment
solutions for customers. The Network Services Group also detects and responds to customer
issues and requests to ensure efficient and effective workflow for our customers, ultimately
ensuring overall client satisfaction with TSI Healthcare. All members of the Network Services
Group must be able to act independently and effectively to analyze, determine, implement, solve,
and follow up on all customer requests and issues.

Required/Preferred Skills and Proficiencies:

  • Day-to-day help desk support
    • includes basic troubleshooting of hardware and applications (i.e. Windows, Citrix, NextGen, Outlook, Printing)
  • Assist clients with the Citrix logins
  • Assist in implementations for new clients under the guidance of Senior Systems Engineer,
    including site surveys and installation of Firewall, PCs, Printers, and Scanners
  • Implement and maintain a company standard for all hardware installs. Ensure that all
    company standards are documented
  • System Installs:
    • Conduct a hardware survey with the client and determine specific customized
      hardware needs for each client
    • Configure and load software on servers for hardware install and workstations – PC’s and notebooks
    • Setup rights on the workstations
    • Prepare equipment for delivery and compare the delivery receipt from the manufacturer with PO to make sure the order is complete.
    • Record the serial numbers for each piece of equipment and give to the
      appropriate personnel, making sure the customer’s name is on the
      documentation.
    • Confirm hardware install date and time with the project manager.
    • Label all equipment before it leaves the office. Make sure once delivered all equipment is labeled.
  • Add on Peripheral installs:
    • Configure and install additional workstations: notebooks, PC’s
    • insurance card scanners, flatbed scanners, printers, remote scanners
  • Hardware and other pertinent “equipment” training:
    • Train end users on how to operate the hardware – rebooting process, log on
      the process, log off process, backup requirements
    • Train end users on how to “interpret signs from in-house system(s) and those
      connection devices to/from ASP model(s)
  • Perform Software upgrades (NextGen or Mends)
  • Customer Service
  • Administrative responsibilities

Qualifications:

  • 1-2 yrs experience in Information Technology
  • Associates Degree in Computer Information Systems or equivalent
  • Bachelor’s Degree in Computer Science/Computer Information Systems or equivalent

Preferred: 

  • Experience with NextGen a plus
  • Excellent verbal and written communication skills, in English
  • Ability to work independently as well as in a team environment
  • Network Support Analyst must have excellent customer services skills
  • Strong problem-solving skills
  • Ability to deal with stressful situations
  • Maintain a positive attitude and manage customer expectation
  • Professional, dependable and punctual demeanor
  • Proficient with Windows 7/10 and Windows 2008/2012
  • Proficient with MS Office and Exchange
  • Knowledgeable in Active Directory administration
  • Knowledgeable in TCP/IP networking (CCNA a plus)
  • Experience with Citrix a plus

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