Technical Support Analyst

Overview:

TVG-Medulla, LLC provides support and services to two comprehensive chiropractic care companies, Chiro One Wellness Centers and MyoCore Personalized Pain Care, both industry leaders in evidence-based, patient outcomes-centered care. Our goal is to foster the growth of healthcare organizations who provide high-quality, evidence-based musculoskeletal care, enabling them to serve and enrich the lives of a growing population of patients.

As the largest privately-owned chiropractic organization in the country, Medulla provides management resources to these organizations with full-scale experienced teams of professionals and specialists including marketing, clinical operations, legal, revenue cycle, human resources, IT, maintenance and more.

General Description

In this role of Technical Support Analyst, you will provide technical software, hardware, and network support to our corporate and clinical teams. You will be a pivotal member of the collaborative IT Operations team, learning and expanding on your skills on an ongoing basis. You’ll have the opportunity to investigate and diagnose problems, guide users, and make a difference to our users on a daily basis. The successful candidate will embrace a challenge and enjoy doing a little investigative work to find the right solution, as well as displaying top-notch customer service and professionalism to the colleagues we support.

Essential Functions and Responsibilities

• Field incoming help requests from end-users and prioritize / escalate the issues appropriately
• Troubleshoot software, hardware, and network issues and implement solutions
• Implement changes to networks, infrastructure, LAN/WAN/WIFI, and information technology processes
• Access and install appropriate upgrades, patches, drivers, etc.
• Update documentation describing support processes and procedures
• Log all issues from occurrence through resolution
• Lead and develop special projects pertaining to information technology
• Enforce internal information technology policies pertaining to the corporate network and security
• Conduct hardware and software inventory database maintenance and reporting
• Provide one-on-one end-user training as needed
• Provide input during the development of information technology infrastructure projects
• Perform other duties as assigned

Minimum Qualifications

• A+, Network+, MCP, or Security+ certification
• At least two years of end-user and desktop support, or recent college graduate in an IT field
• Proficiency with Microsoft Windows 10 operating systems and suite of products (Outlook, Word, Excel, PowerPoint, etc.)
• Knowledge of remote support tools and techniques (MS RDP, VPN, etc.)
• Availability for occasional flexible hours and/or on-call support
• Reliable transportation, valid driver’s license, good driving record, and availability to travel 20% - 50% of the time
• Excellent problem-solving and analytical skills
• Good communication/interpersonal skills
• Ability to work under pressure, with a sense of urgency in resolving tickets
• Experience with End Point protection, firewall configurations and other security tools a plus
• HealthCare experience is a plus, but not required

Job Competencies

• Commitment to strong customer service.
• Attention to detail and proven ability to follow through
• Creative and analytical thinker with strong problem-solving skills
• Ability to effectively communicate technical concepts, both verbally and written
• Self-directed with the ability to work with minimal supervision

Disclaimer

All team members agree to consistently support compliance and TVG-Medulla, LLC policies and Standards of Excellence with regard to maintaining the privacy and confidentiality of information, protecting the assets of the organization, acting with ethics and integrity, reporting non-compliance, adhering to applicable federal, state and local laws and regulations, accreditation and licenser requirements (if applicable), and Medulla procedures and protocols. Must perform other related duties and assist with project completion as needed. Team member may be required to provide necessary information to complete a DMV (or equivalent agency) background check.