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Senior ITIL Support Engineer

Senior ITIL Support Engineer

Cynet SystemsEdina, MN
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Job Description : Responsibilities :

  • Provide Level 3 support for 3M 360 Encompass, M
  • Modal dictation systems, and related healthcare applications.
  • Troubleshoot issues related to Windows Server OS, Citrix, IIS, , SQL Server, HL7XML interfaces, and network components.
  • Conduct server and application monitoring, performance tuning, and manage alertsescalations using monitoring tools e.g., SolarWinds, Client.
  • Resolve tickets end-to-end using ITSM platforms e.g., ServiceNow, including root cause analysis, documentation, and timely communication.
  • Participate in client calls for support, implementation, performance reviews, and product upgrades.
  • Collaborate with cross-functional teams on projects, documentation, and knowledge transfer.
  • Maintain SLAs, support ITIL-aligned Incident, Request, and Change Management processes.
  • Assist with user provisioning, access issues, server patching, and application upgrades.
  • Generate technical reports and support operational team workflows.
  • Ensure adherence to security, privacy, and compliance standards e.g., HIPAA when handling sensitive healthcare data.
  • Follow organizational protocols for handling Protected Health Information (PHI).
  • Document recurring issues, SOPs, and knowledge base articles to support efficient troubleshooting and onboarding.
  • Provide after-hours and on-call support as required.
  • Demonstrated ability to communicate technical information effectively to both technical and non-technical stakeholders.

Basic Qualifications :

  • Bachelor’s Degree or higher from an accredited institution.
  • Minimum 5 years of experience in technical or application support.
  • At least 3 years of experience in Database Administration (MS SQL preferred).
  • At least 3 years of experience in Networking and Server Administration.

    • Key Competencies and Domain Knowledge :

  • Strong experience with Citrix Terminal Services, IIS, Windows Server, Active Directory, and SQL Server.
  • Working knowledge of healthcare software, medical coding, transcription, and dictation systems.
  • Familiarity with HL7 messaging standards and clinical documentation workflows.
  • Experience with 3M Candidate's product suite, especially 360 Encompass and M
  • Modal.
  • Proven analytical, problem-solving, and communication skills.
  • Ability to work independently and within a team in a fast-paced environment.
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