About Our Company

We’re a physician-led, patient-centric network committed to simplifying health care and bringing a more connected kind of care.

Our primary, multispecialty, and urgent care providers serve millions of patients in traditional practices, patients' homes and virtually through VillageMD and our operating companies Village Medical, Village Medical at Home, Summit Health, CityMD, and Starling Physicians.

When you join our team, you become part of a compassionate community of people who work hard every day to make health care better for all. We are innovating value-based care and leveraging integrated applications, population insights and staffing expertise to ensure all patients have access to high-quality, connected care services that provide better outcomes at a reduced total cost of care.

Please Note: We will only contact candidates regarding your applications from one of the following domains: @summithealth.com, @citymd.net, @villagemd.com, @villagemedical.com, @westmedgroup.com, @starlingphysicians.com, or @bmctotalcare.com.

Job Description

This role will be part of the desktop engineering team responsible to architect, design, and implement solutions for client technologies. This includes assisting design and project managing large migrations and new technology efforts in addition to being a technical resource, providing day to day phone support and 2nd and 3rd level desktop support operations. Minimum 2 years’ experience, preference given for experience in IS/IT departments in a healthcare industry.

Essential Functions (greater than or equal to 10% of time):

70% - Providing Tier 2 & 3 Desktop Support

• Assists staff with technical support of desktop computers, operating systems, office applications, printers, phones, and related technology.
• Activities require interaction with office applications and operating systems to diagnose and resolve unique, non-recurring problems.
• Works with vendor support contacts to resolve technical problems with desktop computing equipment and software.
• Works with other staff as appropriate to determine and resolve problems received from clients.

15% - Create desktop/laptop/citrix build processes for all sites and business units

• Assist in creating and communicating systems and application standards
• Package software and design distribution methods
• Perform software distribution and patch management to Windows PC’s, laptops, and Citrix servers
• Recommends and / or performs upgrades on systems to ensure longevity

10% - Perform user, system and support requirements gathering and analysis to provide recommendations

• Research options providing written evaluations of products and operating system upgrades and patches
• Develop, organize and maintain standard operational procedures
• Works with procurement staff to purchase hardware and software
• Assists in maintaining LAN/WAN records and, as appropriate, telephone systems cable

Secondary Functions (less than 10% of time):

5% - Create and maintain systems documentation for testing and validation

• Maintain relevant and current knowledge within assigned technical fields
• Prioritize work efforts, multi-task in a very fast-paced environment, and provide timely and clear updates
• Lead small to medium projects
• Submit weekly status reports and timely project status/scorecards
• Provide technical consultations and presentations to IT as needed
• Create configuration management processes, while following all change management guidelines.
• Provide disaster recovery planning for client technologies
• Perform post-implementation 2nd and 3rd level support, identifying root cause with strategic solutions to problems
• Trains and orients staff on use of hardware and software

Supervisory Responsibilities:

This position does not have supervisory responsibilities.

Education and/or Experience:

• Associates degree in related field and 3 to 5 years work experience or equivalent combination of education and work experience
  • Minimum 2 years’ experience in IS/IT supporting desktop hardware and software.
  • Minimum 2 years’ experience supporting a Windows desktop/laptop/Citrix/Active Directory environment (roaming profiles, etc.)
  • Minimum 2 years’ experience deploying and supporting O/S migrations and introducing new technology based on business needs and industry standards.
  • Minimum 1 year solid foundation working with Active Directory, SCCM and other administration tools.
  • Experience in a mainly thin client environment a plus.
  • Advanced knowledge of common desktop operation systems (Windows 10/11+ MacOS, Linux, etc).

Necessary Knowledge, Skills and Abilities:

Experience with desktop, server and virtual operating systems. Strong knowledge of computer hardware. Working technical knowledge of network and PC operating systems, network hardware, protocols and standards. Ability to conduct research into networking issues and products as required. Demonstrates initiative and ability to troubleshoot and research problems independently, finding root cause.

Ability to work independently without intensive oversight – must be a go-getter and take initiative on a regular basis finding ways to avoid problems proactively (rather than just fixing them after the fact). Ability to present ideas in user-friendly language. Proven analytical and problem-solving abilities. Ability to effectively prioritize and execute tasks in a high-pressure environment. Strong customer service orientation with focus on quality and continued improvement.

Ability to work smoothly and effectively with a broad range of skill levels, personalities, and backgrounds. Customer service interactions will often be with users in a very high pressure environment, under very tight timelines. Must have amazing ‘bedside manner’ and be able to calm frustrated users, and diffuse tense situations.

Demonstrated project management skills and project management software tool knowledge. Ability to work in and/or create a team-oriented, collaborative environment. Must manage and report project status including use of project management tools and disciplines. Emphasis on sharing of knowledge through good communications, peer training and written documentation.

Knowledge of applicable data privacy practices and laws.

Certificates, Licenses, Registrations

Industry certifications (MCSE, CompTia A+/Network Plus, Epic, etc) preferred

Physical Demands:

While performing the duties of this job, the employee is frequently required to sit at a computer for long period of times. The employee is occasionally required to walk up and down stairs. The employee is frequently required to stand; walk; sit; use hands to finger, handle, or feel and reach with hands and arms. The employee is occasionally required to stoop, kneel, crouch, or crawl**.** Good dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and computer components. Be able to lift and transport heavy objects such as computers and peripherals weighing up to 50 pounds.

Work Environment:

General office environment in a clinical setting. Exposure to moderate levels of noise in a moderately paced environment. Some weekend and evening hours may be required during peak times. Frequent contact with EMR staff and management. Works with other SUMMIT departments to deliver optimal service and meet clinic goals. Shall be required to participate in a rotating on-call status and perform emergency or regular maintenance during nights and weekends.

About Our Commitment

Total Rewards at VillageMD

Our team members are essential to our mission to reshape healthcare through the power of connection. VillageMD highly values the critical role that health and wellness play in the lives of our team members and their families. Participation in VillageMD’s benefit platform includes Medical, Dental, Life, Disability, Vision, FSA coverages and a 401k savings plan.

Equal Opportunity Employer

Our Company provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to, and does not discriminate on the basis of, race, color, religion, creed, gender/sex, sexual orientation, gender identity and expression (including transgender status), national origin, ancestry, citizenship status, age, disability, genetic information, marital status, pregnancy, military status, veteran status, or any other characteristic protected by applicable federal, state, and local laws.

Safety Disclaimer

Our Company cares about the safety of our employees and applicants. Our Company does not use chat rooms for job searches or communications. Our Company will never request personal information via informal chat platforms or unsecure email. Our Company will never ask for money or an exchange of money, banking or other personal information prior to the in-person interview. Be aware of potential scams while job seeking. Interviews are conducted at select Our Company locations during regular business hours only. For information on job scams, visit, https://www.consumer.ftc.gov/JobScams or file a complaint at https://www.ftccomplaintassistant.gov/.