HCIT Support Specialist

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