Transforming Healthcare Through Technology: Join Our Team as a Remote Help Desk Technician
At Access TeleCare, we're revolutionizing the healthcare industry by providing cutting-edge telemedicine technology and solutions to hospitals and health systems nationwide. Our innovative Telemed IQ platform is at the forefront of delivering life-saving patient care through telemedicine, empowering healthcare organizations to build robust telemedicine programs across various clinical specialties. As a leader in the telemedicine sector, we've earned The Joint Commission's prestigious Gold Seal of Approval, a testament to our commitment to excellence.
We're seeking a highly skilled and dedicated Remote Help Desk Technician to join our team on a night shift schedule. As a key member of our technology team, you'll play a critical role in ensuring the high availability and performance of our telemedicine solutions, providing technical support with a clinical sense of urgency to healthcare professionals in hospitals, clinics, and other healthcare settings.
Key Responsibilities:
- Analyze user needs to provide technical analysis and support with a clinical sense of urgency for end-users in healthcare settings.
- Collaborate with medical staff, clinical leadership, technology vendors, and executives to successfully test, configure, launch, and maintain telemedicine support systems.
- Test new configurations, modifications, and configuration management processes, as well as third-party releases, firmware, and new hardware and peripherals.
- Serve as the first line of defense for initial fault isolation, optimal resolution, root cause, and cost/benefit analysis with detailed event documentation.
- Solve complex technical issues encompassing hardware, software, scripts, packages, and networking in clinical, patient, business, and home office environments.
- Perform periodic onsite installations of hardware, software, and upgrades, and test connectivity in clinical environments.
- Deliver exceptional customer service to address stakeholder concerns, particularly in high-pressure clinical situations.
- Install, configure, maintain, repair, and troubleshoot hardware, peripherals, third-party software applications, and proprietary scripts in compliance with company SLAs and policies for security and HIPAA/protection of PHI.
- Take ownership of support cases, using critical thinking to resolve them in a timely manner, coupled with excellent documentation.
- Maintain professional and technical knowledge of OEM hardware and software product enhancements, modifications, updates, networking environments, and security practices.
- Contribute to problem resolution approaches, operational support procedures, training documents, and escalation plans to increase system uptime.
- Use discretion and judgment when managing, updating, and troubleshooting systems or escalating cases to ensure clinical care can always be provided.
- Respond promptly and courteously to all inquiries and requests, prioritizing issues that impact clinical efficiency and outcomes.
Essential Qualifications:
- 5+ years of experience in information technology application or other IT support operations.
- BS or BA in Technical Management, Computer Science, Engineering, or a related field, or equivalent work experience.
- Proficiency with support software, databases, networking, and remote control.
- Exemplary project management capabilities, with the ability to develop, manage, and execute projects through completion.
- Strong analytical, organizational, and time management skills.
- Flexibility and adaptability in a fast-paced environment.
- Ability to work effectively under deadlines and self-manage multiple projects simultaneously.
- Highly organized with exceptional attention to detail.
Preferred Qualifications:
- Previous experience in the medical device industry, healthcare technical support, enterprise networking, or with Apple hardware, Mac OS, and iOS, or Salesforce.
- Experience working in a remote-based environment.
- Knowledge of telemedicine technology and solutions.
Skills and Competencies:
- Technical expertise in IT support operations, with a focus on hardware, software, and networking.
- Excellent communication and collaboration skills, with the ability to work with a diverse and distributed team.
- Strong problem-solving skills, with the ability to analyze complex technical issues and develop effective solutions.
- Customer service skills, with a focus on delivering exceptional support to stakeholders.
- Ability to work in a fast-paced environment, with a high level of flexibility and adaptability.
Career Growth Opportunities and Learning Benefits:
At Access TeleCare, we're committed to the growth and development of our team members. As a Remote Help Desk Technician, you'll have opportunities to:
- Develop your technical skills and knowledge in telemedicine technology and solutions.
- Enhance your problem-solving and analytical skills, with a focus on complex technical issues.
- Improve your communication and collaboration skills, working with a diverse and distributed team.
- Take on new challenges and responsibilities, with opportunities for career advancement.
Work Environment and Company Culture:
We're a remote-based organization, offering the flexibility to work from anywhere. Our company culture is built on a foundation of innovation, teamwork, and a commitment to delivering exceptional customer service. We value our team members and strive to create a work environment that's supportive, inclusive, and rewarding.
Compensation, Perks, and Benefits:
We offer a competitive salary and a comprehensive benefits package, including:
- Remote work arrangement.
- Health insurance (medical, dental, vision).
- Health Savings Account.
- Flexible Spending (medical and dependent care).
- Employer-paid life and AD&D insurance (supplemental available).
- Paid time off, wellness days, and paid holidays.
Join Our Team:
If you're a motivated and skilled IT professional looking for a challenging and rewarding role, we want to hear from you. We're committed to finding the right talent to join our team, and we're willing to consider candidates who may not meet every requirement. Apply now to start your journey with Access TeleCare!
Don't miss out on this exciting opportunity to transform healthcare through technology. We look forward to hearing from you.
Apply Now