Remote Help Desk Technician-Healthcare (Night Shift)

About the position

The Remote Help Desk Technician at Access TeleCare plays a crucial role in providing technical support with a clinical sense of urgency. This position is essential for maintaining the high availability and performance of telemedicine solutions, ensuring that healthcare teams can deliver life-saving patient care effectively. The technician will work closely with medical staff and technology vendors to support telemedicine systems, troubleshoot complex technical issues, and deliver exceptional customer service in high-pressure clinical environments.

Responsibilities
? Analyze user needs to provide technical analysis with a clinical sense of urgency for end users in hospitals, clinics, and other healthcare settings.
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? Collaborate with medical staff, clinical leadership, technology vendors, and other executives to successfully test, configure, launch, and maintain telemedicine support systems.
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? Test new configurations, modifications, and configuration management processes, workflows, and procedures, as well as third-party releases, firmware, and new hardware and peripherals.
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? Serve as the first line of defense for initial fault isolation, optimal resolution, root cause and cost/benefit analysis with detailed event documentation.
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? Solve complex technical issues that may encompass hardware, software, scripts, packages, and networking in clinical, patient, business, and home office environments.
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? Perform periodic onsite installation of hardware, software, and upgrades and testing connectivity in clinical environments.
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? Deliver exceptional customer service to address stakeholder concerns, particularly while performing varied and complex tasks within high-pressure clinical situations.
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? 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.
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? Take ownership of support cases and use critical thinking to resolve in a timely manner, coupled with excellent documentation.
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? 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.
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? Contribute to problem resolution approaches, operational support procedures, training documents, and escalation plans for telemedicine support to increase system uptime.
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? Use discretion and judgement when managing, updating, and troubleshooting systems, or escalating cases, to ensure clinical care can always be provided.
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? Respond in a prompt, courteous manner to all inquiries and requests, prioritizing issues that impact clinical efficiency and outcomes.

Requirements
? 5+ years' experience in information technology application or other IT support operations.
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? Previous experience in the medical device industry, healthcare technical support, enterprise networking, or with Apple hardware, Mac OS, and iOS, or Salesforce preferred.
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? BS or BA in Technical Management, Computer Science, Engineering, or related field, or equivalent work experience required.
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? Proficient with support software, databases, networking, and remote control.
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? Exemplary project management capabilities, able to develop, manage, and execute through completion.
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? Demonstrated track record in collaborating and communicating with a diverse and distributed team environment.
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? Ability to monitor system performance and determine appropriate times to intervene as to not impede clinical care.
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? Highly organized with exceptional attention to detail.
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? Capable of working effectively under deadlines and self-managing multiple projects simultaneously.
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? Strong analytical, organizational, and time management skills.
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? Flexibility and adaptability in a fast-paced environment.

Nice-to-haves
? Experience with Salesforce is preferred.

Benefits
? Remote Work
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? Health Insurance (Medical, Dental, Vision)
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? Health Savings Account
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? Flexible Spending (Medical and Dependent Care)
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? Employer Paid Life and AD&D (Supplemental available)
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? Paid Time Off, Wellness Days, and Paid Holidays