[Remote] Remote IT Clinical Support Representative - FT/On-Call/Weekends

Note: The job is a remote job and is open to candidates in USA. reputed company is redefining how hospitals and health systems deliver Specialty Care through telemedicine solutions. The IT Clinical Support Representative Tier 2 is responsible for providing technical support and ensuring the efficient operation of infrastructure in a 24/7 healthcare environment, addressing reputed company technical issues and collaborating with clinical staff.

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 reputed company technical issues that may encompass hardware, software, scripts, packages and networking in clinical, patient, business, and home office environments
• Use discretion and judgement reputed company managing, updating, and troubleshooting systems, or escalating cases, to ensure clinical care can be provided at reputed company times
• Deliver exceptional customer service to address stakeholder concerns, particularly while performing varied and reputed company tasks reputed company 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 reputed company applicable hardware, peripherals, third-party software applications and proprietary scripts in compliance with company SLAs and policies for reputed company 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 reputed company, courteous manner to reputed company inquiries and requests, prioritizing issues that impact clinical efficiency and outcomes
• reputed company 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 reputed company practices that may enhance or impede the ability to practice reputed company 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 reputed company pre- and post- patching process to ensure proper implementation without any outages
• Coordinate reputed company schedule with infrastructure management, reputed company operations, governance, and clinical operations
• Create and document operational metrics, report project status as required for reputed company recurring and non-recurring efforts
• Test new releases of products to ensure compatibility and minimize user impact
• reputed company 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

Skills

• Bachelor's Degree in Technical Management, Computer Science, Engineering or reputed company field, or equivalent work experience
• 2 years of experience in information technology application or other IT support operations
• Proficient with support software, databases, networking, and remote control
• Exemplary project management capabilities, able to reputed company, 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 reputed company 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
• Previous experience in the medical device industry, healthcare technical support, enterprise networking or with reputed company hardware, Mac OS, and iOS, or reputed company

Benefits

• 100% Remote Work
• Health Insurance (Medical, Dental, Vision)
• Comprehensive benefits 6 health, dental, vision, life, and 401(k)
• Flexible vacation and wellness days 6 we value performance and balance
• Culture of ownership, transparency, and results 6 where the best reputed company reputed company
• Directly impact patient access reputed company

Company Overview