IT Clinical Support Representative, FT/On-Call/Weekends

Responsibilities

• Analyze customer need to provide 24/7/365 remote and hands‑on technical support with a clinical sense of urgency for end users in hospitals, clinics and other healthcare settings
• Solve complex technical issues that may encompass hardware, software, scripts, packages and networking in clinical, patient, business, and home office environments
• Use discretion and judgement when managing, updating, and troubleshooting systems, or escalating cases, to ensure clinical care can be provided at all times
• Deliver exceptional customer service to address stakeholder concerns, particularly while performing varied and complex tasks within high‑pressure clinical situations
• Serve as the first line of defense for initial fault isolation, optimal resolution, root‑cause and cost/benefit analysis with detailed event documentation
• Install, configure, maintain, repair and troubleshoot all applicable hardware, peripherals, third‑party software applications and proprietary scripts in compliance with company SLAs and policies for security and HIPAA/protection of PHI
• Take ownership of support cases and use critical thinking to resolve in a timely manner, coupled with excellent documentation
• Respond in a prompt, courteous manner to all inquiries and requests, prioritizing issues that impact clinical efficiency and outcomes
• Perform periodic onsite installation of hardware, software and upgrades and testing connectivity in clinical environments
• Collaborate with medical staff, clinical leadership, technology vendors and other executives to successfully test, configure, launch and maintain telemedicine support systems
• Maintain professional and technical knowledge of OEM hardware and software product enhancements, modifications, updates, networking environments and security practices that may enhance or impede the ability to practice via telemedicine
• Contribute to problem resolution approaches, operational support procedures, training documents and escalation plans for telemedicine support to increase system uptime
• Help validate new configurations and configuration management processes, workflows and procedures, as well as third party releases, firmware, and new hardware and peripherals
• Work with infrastructure and product engineering to develop pre‑ and post‑patching process to ensure proper implementation without any outages
• Coordinate patch schedule with infrastructure management, security operations, governance, and clinical operations
• Create and document operational metrics, report project status as required for all recurring and non‑recurring efforts
• Test new releases of products to ensure compatibility and minimize user impact
• Develop and document technical processes and procedures as needed
• Must be able to work on‑call shift in a round robin setting with other teammates
• Assist with other relevant projects as assigned
• Serve as an escalation path for Tier 1 Clinical Support Representatives
• Other duties as assigned

Qualifications

• Bachelor’s Degree in Technical Management, Computer Science, Engineering or related field, or equivalent work experience
• 2 years of experience in information technology application or other IT support operations
• Previous experience in the medical device industry, healthcare technical support, enterprise networking or with Apple hardware, Mac OS, and iOS, or Salesforce preferred
• Proficient with support software, databases, networking, and remote control
• Exemplary project management capabilities, able to develop, manage and execute through completion
• Knack for optimization of reporting and tracking systems for performance measurement
• Demonstrated track record in collaborating and communicating with a diverse and distributed team environment
• Ability to monitor system performance and determine appropriate times to intervene as to not impede clinical care
• Highly organized with exceptional attention to detail
• Capable of working effectively under deadlines and self‑manage multiple projects simultaneously
• Strong analytical, organizational, and time management skills
• Flexibility and adaptability in a fast‑paced environment
• Ability to thrive in high growth, fast‑paced organization and 100% Remote based environment
• Must be able to remain in a stationary position 50% of the time
• Occasional travel for meetings and collaboration