Clinical IT Support Specialist

The Role

The Clinical Support Specialist will focus on providing hardware and software technical support for Hicuity Health’s Operation Center clinical end-users including troubleshooting multiple client-server applications surrounding overall functionality of the virtual ICU® and Remote Telemetry Programs.

You Will

• 7a-7p day shift. Rotating weekends and holidays
• Clinical workstation, application and general PC support 
• Support desktop and/or laptops for Hicuity Health clinicians and other end-users
• Respond to Help Desk calls from customers and Hicuity Health^® staff, diagnose problems, and provide resolution or refer to the appropriate level for resolution.
• Track the status of Help Desk calls
• Assist users with basic trouble shooting/problem solving and coach users in the use of the software application.
• Communicate with customers in a timely manner regarding status of incidents and/or requests and resolution to problems.
• Install and Configure new workstations in timely manner
• Refer/Elevate issues to appropriate IT Staff if unable to resolve at local level.
• Relay need for new, replacement and backup hardware to IS Support Lead, IT Manager, or IT Director in a timely manner to allow procurement without jeopardizing operation of center.
• Assist other staff with common business application usage in LAN/WAN environment
• Other duties as assigned to meet departmental and Company objectives
• Production and Staging Systems Server support 
• Monitor application errors and messages and designated error queues. Identify significant problem areas requiring follow-up. 
• Resolve common problems independently, or when needed, follow escalation procedures to seek complex problem resolution in a timely manner.
• Document configuring decisions, technical modifications, operational and user procedures.
• Proactively identify, and work with the Hicuity Health networking team, Data Centers and/or software vendor(s), to address customer service and performance issues.
• Effectively communicate with Clinical Staff through the initiation, status, and resolution process of Incident Management.
• Work as a team player, supporting and assisting team members.
• Enhance team effectiveness through team spirit and dependability

What We’re Looking For

• Understanding of the concepts with Audio-Visual applications over IP networks
• Be able to work overtime and on various shifts or rotation schedules as needed; including weekends and holidays
• Associate Degree – Degree requirement can be substituted with equivalent work experience. A minimum of one to two years technical experience 
• The ideal candidate will have the basic technical skills necessary to support end-users in a Helpdesk/Client-support environment as well as a basic understanding of Networking and Server concepts and terms.
• Must be motivated, a self-starter, persistent with troubleshooting efforts, team focused, and have effective communication and organization skills.
• Must be able to lift up to 50 lbs and work in tight spaces

 

As Part Of Our Team, Team Members Receive

• Hicuity Health fuses a friendly and collegial work environment with high performance standards.  
• Our compensation plans include:
• Base salary
• Generous paid time off
• Bonus opportunity
• Competitive benefit programs