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Title: Technical Services Representative

Reports To: Technical Services Manager – HC Support

Class: Full-Time Type: Salaried, Exempt

Primary Role:

Professional services role with emphasis on remote support of patient care server system deployments in healthcare facilities (wireless technologies phones/pagers, location systems, electronic staffing/census, and reporting systems). Primary escalation from service departments on issues that can be reviewed and/or resolved remotely. Self-managed schedule to prioritize availability for external customer support, with a secondary focus on various assigned technical tasks.

Systems Support Responsibilities:

1. Primary escalation to review and coordinate on issues related to network, software, and integrations at healthcare facilities, with the expectation to fix or escalate as needed.

2. When working on issues, or when issues are escalated to other resources on the server side, coordinate all communication between the customer, local service department, and ITS for status and ticket updates.

3. Provide remote technical support for onsite technicians with network and configuration-related issues.

** Eventually, takes on-call rotation for remote support with other ITS team members.

Responsibilities on Assigned Projects:

4. Works on hardware configurations for project deployments on R5 and R5K systems as assigned.

5. Coordinates status updates on assigned project tasks.

6. Reviews and adheres to SWC and manufacturer recommendations for deployment and support practices. As needed, collaborates with ITS Manager for updates of SWC standards to align with industry and manufacturer-recommended best practices.

Other Responsibilities:

7. Abides by and enforces security policies consistent with SWC and customer standards.

8. Comply with all SWC and customer policies, including health and safety matters.

9. Other duties as required or assigned.

Accountability:

The ITS Support will be accountable to the ITS Manager for task completion on assigned projects and support tickets, as well as for adherence to processes and implementation standards. Secondary accountability will be to the other executive and management team members as well as customers of the company.

Qualifications:

Minimum of 2 years in IT support position or related experience in information systems and technology integration. Emphasis on certifications and knowledge of specific systems: Rauland R5, RTLS (Versus, Centrak, etc.), Brekeke for telephony sip integrations. IT certifications and degrees from an accredited college or university with coursework in Computer Science, Information Systems, or related fields are considered a strong plus.

Required Knowledge, Abilities, Skills:

1. Must be able to demonstrate planning, organizing, controlling, and implementing skills, which allow the proper prioritization and successful completion of tasks with limited guidance.

2. Excellent written and verbal communications skills with the ability to perform technical reviews for technical and non-technical audiences.

3. Must be able to effectively handle stressful situations and manage multiple tasks successfully.

4. Goal-oriented and driven to achieve high standards of implementation and support across customer base.

5. Strong motivation to learn through on-the-job training and self-study, supported by scheduled classes, while exemplifying strong problem-solving skills.

6. Ability to work within a team environment to design, test, and implement the technical solution required to accomplish the statement of work within the designated project schedule.

7. Ability to coordinate and communicate clearly with customer IT resources as well as other team members, while adhering to SWC and customer standards for change control and support documentation.

8. A willingness to follow set standards while providing constructive feedback for improvement.

9. Excellent customer service skills in dealing with both external and internal customers.

10. Ability to train junior team members.

11. Proficiency in Microsoft Server operating systems (Server 2012 and newer).

12. Familiar with general database implementation and Microsoft SQL Server administration.

13. General understanding of network topologies and network protocols such as TCP/IP and SIP.

14. Understands Web server administration, configuration, and integration of applications.

15. Valid and current driver’s license.

Additional Desirable Experience, Abilities, Certifications:

1. Microsoft Certifications.

2. Cisco Certifications: CCNA and above

3. Experience maintaining application servers and support for application and OS troubleshooting.

4. Experience in developing and maintaining Technical Documentation and Instructions.

5. Understanding of Data Center technologies and experience with maintaining a Data Center with Disaster Recovery planning.

6. Load Balancing experience, managing limit access to other hosts, troubleshooting, and health checks.

7. SQL general, transactional, and historical experience.

8. Data Analytics experience.

9. ITIL Change management experience.

10. SIP and Brekeke (HA design) experience.

Travel and Work Location:

Some overnight travel may be required. Flexible work location including branch office, job sites and work from home when appropriate. The primary work location will be the assigned branch office.

Physical, Mental, and Environmental Requirements:

1. Employee is required to stand, walk, climb, sit, and use hands and fingers.

2. Some light lifting of objects is required.

3. Reaching, grasping and carrying activities also required.

4. The noise level in the work environment is usually moderate.

5. Although most work is performed inside, occasional outside activities are subject to seasonal temperature fluctuations.

All requirements may be modified to reasonably accommodate individuals with disabilities.

This job description does not list all the duties of the job. You may be asked by supervisors or management to perform other instructions and duties.

Management has the right to revise this description at any time. The job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason as outlined in the employee manual or other written agreement.