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Healthcare IT (HCIT) Support Specialist – 11 AM - 8 PM Shift
We are seeking an HCIT Support Specialist to join our Healthcare IT Support team. This position works an overnight schedule of five 8-hour shifts per week.

The Healthcare IT Support Specialist identifies, analyzes, troubleshoots and resolves technical issues from internal and external customers pertaining to technical healthcare products and services including software and hardware platforms. Assists customers by phone, email and chat in an inbound technical contact center (helpdesk) environment. Support specialists communicate with end users and distributors as well as inter-departmentally, entering issues and supporting documentation into a ticketing system.

The HCIT Support Specialist is responsible for assisting Customers with questions about the software and hardware of our products as well as troubleshoot issues as they arise. The Specialist will also:

• Respond to phone, email, and chat requests in a prompt, professional, effective, courteous and friendly manner
• Investigate, identify, troubleshoot, and solve technical issues for external and internal customers
• Assist end users with administration of supported software products
• Use remote access software and other monitoring and management tools to effectively diagnose issues
• Take ownership of reported issues from start to finish, including escalations when necessary
• Work with 3rd party integration partners/software vendors to resolve reported issues
• Install/re-install and configure software & software components related to HCIT products and integrations
• Assist customers with questions about the software and computing platforms in both written and verbal formats
• Create, edit, and track effective documentation of client interactions in a single CRM database to ensure accurate information is available for other resources
• Share knowledge and cross-train others on technical solutions, within cross-functional teams and project teams
• Understand processes and procedures thoroughly, and ensure communication is effective; inclusive of any interested parties dependent upon the situation
• Maintain high level of situational awareness and demonstrate ability to shift task priorities based on immediate needs of the customer, team, department, and/or organization and to meet SLA’s
• Understand priorities and demonstrate appropriate sense of urgency to each situation
• Act as liaison between HCIT Support and other Departments (Sales, Engineering, Implementations, Development, etc.), escalating issues with guidance and helping to communicate and document resolutions
• Provide remote support during scheduled after hours rotation (includes off-business hours, weekends & holidays)
  • On-call rotation requires connectivity through mobile devices
• Promote an inclusive environment and foster a team mentality
• Act in a safe manner at all times and ensure colleagues do not put themselves or others at risk, as safety is everyone’s responsibilities
• Perform other duties as assigned based on business need

Education: Associates’ degree in a technical, medical imaging, software or other relevant field with 1 to 3 years of technical customer service support experience (medical field preferred), or equivalent combination of education and applicable experience.

Required experience, knowledge, skills and abilities:

• Helpdesk and/or Technical call center experience.
• Ability to work hours between Saturday - Wednesday, 11:00 am -8:00 pm, including shared on-call (24/7) rotation between 8 PM and 8 AM, weekends, and holidays.
• Familiarity with medical environments, terminology, software, and workflows; i.e., DICOM, PACS, RIS, HL7, MWL, and others.
• PACS basic usage experience
• Proficiency with networking, Windows PC’s and Servers and troubleshooting tools.
• Working knowledge of relational databases (SQL and/or PostgreSQL), query languages and scripting.
• Exceptional customer service skills with ability to effectively communicate verbally and in written form in a consistently dependable and professional manner.
• Knowledge of healthcare-related security standards (HIPAA, HITECH, GDPR, etc.)
• Ability to research and dig for effective resolutions, and then deliver results in a poised and professional manner.
• Aggressive learner with the ability to research and dig for innovative solutions in a rapidly evolving industry.
• Ability to resolve customer issues without impacting process, procedures and product integrity.
• Excellent deductive reasoning and troubleshooting skills.
• Ability to respond to frequent demands from multiple customers and work in a fast paced and multi-tasked work environment both independently and as a member of a team.

Preferred Skills and Abilities:

• MSP and RMM experience
• Enterprise-level system administration (new user setup, security roles and permissions, etc.)
• SQL DBA or equivalent
• CRM Administration
• Support of custom software & experience working with development teams
• Knowledge of Opal-RAD and/or EXA Software
• LDAP integration
• Programming experience (Powershell, Python, Java, SQL stored procedures, etc.)

• Technical writing skills
• Peer training experience
• Organizing/planning ability
• Call center administration

Travel Requirements: Domestic travel less than 5% for product training purposes.