IT Clinical Support Representative

This is a fully remote position, open to applicants in United States.

📋 Description

• Assess customer requirements and offer round-the-clock remote and hands-on technical assistance with a clinical sense of urgency for users in hospitals, clinics, and various healthcare environments.

• Resolve intricate technical challenges related to hardware, software, scripts, packages, and networking across clinical, patient, business, and home office settings.

• Oversee, update, troubleshoot, and escalate systems to guarantee continuous clinical care delivery.

• Provide outstanding customer service and address stakeholder concerns in high-pressure clinical circumstances.

• Act as the initial point of contact for fault isolation, resolution, root cause identification, and cost/benefit analysis, accompanied by thorough event documentation.

• Install, configure, maintain, repair, and troubleshoot hardware, peripherals, third-party software applications, and proprietary scripts in accordance with SLAs, security policies, and HIPAA/PHI regulations.

• Manage support cases, resolve issues efficiently, and ensure meticulous documentation.

• Respond to inquiries and requests, prioritizing issues that impact clinical efficiency and outcomes.

• Conduct periodic on-site installation of hardware, software, and upgrades, as well as test connectivity in clinical settings.

• Collaborate with medical personnel, clinical leaders, technology vendors, and executives to test, configure, launch, and sustain telemedicine support systems.

• Keep technical knowledge current regarding OEM hardware/software advancements, networking environments, and security practices.

• Contribute to problem-resolution strategies, operational procedures, training materials, and escalation plans.

• Validate configurations, configuration management processes, workflows, third-party releases, firmware, hardware, and peripherals.

• Assist with relevant projects and other assigned tasks.

⛳️ Requirements

• Bachelor's Degree in Technical Management, Computer Science, Engineering, or a related field, or equivalent work experience.

• At least 1 year of experience in information technology applications or other IT support roles.

• Preferably, previous experience in the medical device industry, healthcare technical support, enterprise networking, Apple hardware, Mac OS and iOS, or Salesforce.com.

• Technical expertise in operating systems, hardware, software, and networking.

• Outstanding critical thinking, problem analysis, troubleshooting, customer service, and communication abilities.

• Capability to monitor system performance and identify optimal intervention times without disrupting clinical care.

• Strong project management skills, including the ability to develop, manage, and complete projects effectively.

• Robust analytical and problem-solving capabilities.

• Proven ability to exercise sound judgment under pressure.

• A collaborative team player with strong verbal and written communication skills.

• Self-motivated, proactive, and capable of working independently.

• Ability to excel in a high-growth, fast-paced, fully remote environment.

• Capacity to remain stationary for 50% of the time.

• Willingness to travel occasionally for meetings and collaboration.

• Availability for A Shift: 6:00 AM–6:00 PM CST, Sunday through Tuesday, and every other Wednesday.

🏝️ Benefits

• 100% Remote Work.

• Health Insurance (Medical, Dental, Vision).

• Comprehensive benefits package including health, dental, vision, life insurance, and 401(k).

• Paid Time Off, Sick Leave, and wellness days.

• A culture of ownership, transparency, and results where the best ideas can flourish.

• Opportunity to make a direct impact on patient access nationwide.