Come join a winning team! Here at Imprivata, you'll see a dedicated group of professionals who care about improving healthcare. Our team thrives on collaboration and sharing ideas, whether in a cross-functional meeting or at one of our virtual team-building events.
While we're diverse in our backgrounds and skills, we have much in common. A passion for our mission. A strong sense of integrity. A belief that we're making a positive impact and a commitment to having fun.
We are seeking an IT Services Technician to join our team. This is a hybrid opportunity based out of San Jose, Costa Rica.
**Job Summary**
The IT Services Technician provides customer-focused, single-point-of-contact for quality IT services and support. This position is also responsible for receiving, prioritizing, diagnosing, addressing and escalating support requests from on-site and remote users company wide. Support includes but is not limited to: PCs, Macs, VDI, mobile and desk phones, network equipment, and related peripherals. This position will report to the Manager, IT Service Desk
**Duties and Responsibilities**
- Support PCs, Macs, mobile phones, network equipment, and related peripherals.
- Constantly prioritizes requests based on business needs.
- Follow up with users, conveying solutions and facilitating their implementation.
- Escalate highly technical problems to more senior IT staff to facilitate expeditious user resolution.
- Receive escalated requests from more junior staff.
- Work with third party providers to troubleshoot, diagnose, and resolve/repair issues.
- Maintain the integrity of IT request database through accurate and timely updates.
- Complete assignments using established policies and standard operating procedures.
- Maintain confidentiality with regard to the information being processed, stored or accessed by the users on the network.
- Flexibility in adjusting to the adjustment of priorities based on business needs.
- May assist in building machines for new hires and existing employees.
- May assist in writing, updating and distributing end user documentation and IT Service desk standard operating procedures.
- May prepare routine reports that provide insight into IT requests, their resolution and emerging patterns.
**Qualifications**
- Must be fluent in Spanish and English
- Bachelor's degree in an applicable technical field or equivalent years of relevant experience.
- Minimum 2 years' experience supporting PCs, Macs, phones (iOS and Android), network equipment, and related peripherals.
- Familiarity with Virtual Desktop Infrastructure (VDI) is a plus.
- Must be able to work creatively, calmly, flexibly and under tight deadlines in order to respond quickly and positively to shifting/multiple demands and opportunities.
- A self-starter and team player, customer service oriented and someone who can multi-task. Can work independently as well as in a team environment.
- Passion for learning about technology.
**Working Conditions**
- This role requires a local presence in the office at least 4 days a week.
- Must live in, or near San Jose to support local office in Costa Rica
- Assignments require extensive work using a computer.
- Responsibilities may require evening and weekend work in response to the needs of the systems being supported as well as the ability to be part of an on-call rotation.
- Some travel may be required.
At Imprivata, we have a top-notch work environment, developmental opportunities, a competitive total rewards package, and the desire to have fun. If you have the skills and qualifications as we have described above, we want to hear from you!
Imprivata provides equal employment opportunities, regardless of race, religion, age, sex, national origin, disability status, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
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