Technical Services Engineer

Imagine Pediatrics

Imagine Pediatrics

Software Engineering, IT, Education
Nashville, TN, USA
Posted on Thursday, September 14, 2023

Who We Are

We are Imagine Pediatrics, a devoted and compassionate, multi-disciplinary pediatrician-led medical group that is creating a world where every child with complex medical conditions gets the care and support they deserve. Energized by our mission to reimagine pediatric health care, we are pioneering virtual-first care services that include care coordination and around-the-clock access to complex-care clinicians from home. We don’t replace a child's existing care team. Instead, we collaborate to deliver continuous support to kids, so they can spend less time in the hospital and more time thriving at home and in their communities.

Every day we boldly challenge old approaches and seek out new and better ways to improve the health and lives of children with medical complexity. In partnership with caregivers, providers, and health plans, we break down the barriers that stand between families and quality care for their children. We know we can’t solve every challenge in the lives of these kids, but we can work tirelessly to give them, their families, and other caregivers the help and relief they need, right when they need it. We know a better approach to pediatric health care is within reach, and we are committed to seizing it today.

What We Live By

We’re guided by our five core values:

  • Children first. We put the best interests of children above all. We are uncompromising in our commitment to improving the lives of children and families by bringing the best care to them.
  • Earn trust. We cherish the trusting relationships we build with the children and families we serve, our partners, and each other. We seek first to understand and speak honestly.
  • Innovate today. We refuse to accept the way things have always been done. Children and families are waiting for our help and their bravery demands that we relentlessly challenge assumptions to develop new approaches.
  • Embrace humanity. We lead with empathy and authenticity, presuming competence and good intentions. When we stumble, we use the opportunity to learn and grow stronger.
  • One team, diverse perspectives. We work alongside families as one team towards a shared purpose. We champion diversity and acknowledge the contributions of

What You’ll Do

The Technical Services Engineer will serve to support our Imagine Pediatrics employees and the portfolio of technologies our employees use to perform their job. The Technical Services engineers will operationally support the Imagine Pediatrics employees located at office locations. This role will provide direct support to our local (in-office/ market) employees as well as support shared service responsibilities across the company such as end user software access provisioning, system administration, and end user support for technical issues presented via the service desk.

This role provides value to the organization by providing quality support to end users, striving for a high degree of customer satisfaction by applying deep technical knowledge and experience to resolve customer issues quickly or by delegating and coordinating resolution efforts with other staff members.

This is an individual contributor role with a high degree of customer interaction and engagement and has extended technical support responsibilities across the organization. This position reports directly to the VP of IT Infrastructure.

The core responsibilities of this role include:

  • Perform steps to provision and de-provision software and system access to new and existing employees.
  • Provide technical support to employees (in office settings and remote settings) and their use of laptops, desktops, tablet computers, cell phones, software, and other IT equipment issues.
    • Talk to users and understand their issues and questions; log and track issues; troubleshoot and resolve root issues of incidents; make intelligent decisions on solutions / workarounds to get the user back to performing their job as efficiently as possible in little time.
  • Facilitate placing hardware orders for employees. Facilitate placing hardware retrieval orders for terminated employees.
  • Maintaining on-site hardware inventory and peripheral supplies.
  • Assisting remote new-hires with their initials technology set-up.
  • Participate in the preparation of technical training material and documentation to support Imagine Pediatrics employees.
  • Participate in office meetings to provide technical information / updates that support increasing employee knowledge and the use of Imagine Pediatrics technologies.
  • Manage and maintain the incident and request ticket queues for the assigned Technical Services team. Response to customer incidents and requests in alignment with established SLAs.
  • Work with other Product & Technology teams and Office teams in coordinating upgrades, software installations, and to support special projects.
  • Work closely with the employee onboarding teams to ensure onboarding processes from a technical perspective are meeting expectations.
  • Conduct periodic inventories and maintenance on all Imagine Pediatrics technology equipment and licenses.
  • Provide after-hours assistance as needed or via an On-Call after-hours pre-defined schedule.
  • Other duties as assigned

What You Bring & How You Qualify

First and foremost, you’re passionate and committed to reimagining pediatric health care and creating a world where every child with complex medical conditions gets the care and support, they deserve.

  • A minimum of 3 years of experience serving in an Information technology services department with preferred experience in health care IT.
  • A thorough understanding of computer hardware, operating systems, and software, including Microsoft Office and Windows.
  • A proficient knowledge of Windows 10 tablets and Apple iOS system is essential.
  • Foundational knowledge and previous experience administering software tools in the following areas:
  • Communications
    • Examples: Microsoft O365 products, TalkDesk, Genesys
  • Incident and Request Ticketing
    • Examples: Jira, ServiceNow
  • Cellular Services cell phone management system
    • Examples: Intune, Airwatch
  • Hardware Support
    • Examples: Lenovo, Dell, Mac, Windows, iOS
  • Video Conferencing
    • Examples: Teams, Zoom, Owl, Polycom
  • Process Management
    • Examples: Confluence, ClickUp
  • A foundational understanding of healthcare practice standards such as HIPPA and HITECH and how these regulations govern work performed in this position.
  • Ability to visualize and conceptualize user problems from a distance and work with the user remotely to resolve the issues.
  • Excellent written and verbal communication skills with a passion to assist Imagine Pediatrics employees in times of need.
  • Excellent customer service skills and a unique ability to engage the customer with empathy and care.
  • Ability to manage multiple priorities and demands daily.
  • Able to work with users at all levels of technical skills and abilities.

What We Offer (Benefits + Perks)

The target base salary for this position ranges from $60,000 to $80,000 in addition to competitive company benefits package and eligibility to participate in an employee equity purchase program (as applicable). When determining compensation, we analyze and carefully consider several factors including job-related knowledge, skills, and experience. These considerations may cause your compensation to vary.

We provide these additional benefits and perks:

  • Full medical, dental, and vision insurance
  • Healthcare and Dependent Care FSA
  • 401(k) with 4% match, vested 100% from day one
  • 20 days PTO + 10 Company Holidays & 2 Floating Holidays
  • Paid parental leave + Fertility benefit
  • Pet Insurance
  • Additional benefits to be detailed in offer

We Value Diversity, Equity, Inclusion and Belonging

We believe that creating a world where every child with complex medical conditions gets the care and support they deserve requires a diverse team with diverse perspectives. We're proud to be an equal opportunity employer. People seeking employment at Imagine Pediatrics are considered without regard to race, color, religion, sex, gender, gender identity, gender expression, sexual orientation, marital or veteran status, age, national origin, ancestry, citizenship, physical or mental disability, medical condition, genetic information, or characteristics (or those of a family member), pregnancy or other status protected by applicable law