Remote Help Desk Technician-Healthcare (Night Shift)

Who we are: Access TeleCare is the largest national provider of telemedicine technology and solutions to hospitals and health systems. The Access TeleCare technology platform, Telemed IQ, enables life-saving patient care through telemedicine and empowers healthcare organizations to build telemedicine programs in any clinical specialty. We provide healthcare teams with industry-leading solutions that drive improved clinical care, patient outcomes, and organizational health. We are proud to be the first provider of acute clinical telemedicine services to earn The Joint Commission’s Gold Seal of Approval and has maintained that accreditation every year since inception. We love what we do and if you want to know more about our vision, mission and values go to accesstelecare.com to check us out. What you’ll be responsible for: Our Help Desk Technician (TSR) serves as a key member of the technology team, providing technical support with a clinical sense of urgency. The efficient and stable operation of our infrastructure is crucial in maintaining the high availability and performance of our solution and services, and this role is on the front line of our continued efforts to provide the most reliable and easiest to use telemedicine experience available. What you’ll work on:

• Analyze user need to provide technical analysis with a clinical sense of urgency for end users in hospitals, clinics, and other healthcare settings
• Collaborate with medical staff, clinical leadership, technology vendors and other executives to successfully test, configure, launch, and maintain telemedicine support systems
• Test new configurations, modifications and configuration management processes, workflows, and procedures, 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 that may encompass hardware, software, scripts, packages, and networking in clinical, patient, business, and home office environments.
• Perform periodic onsite installation of hardware, software and upgrades and testing connectivity in clinical environments
• Deliver exceptional customer service to address stakeholder concerns, particularly while performing varied and complex tasks within high pressure clinical situations
• 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
• Take ownership of support cases and use critical thinking to resolve 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 that may enhance or impede the ability to practice via telemedicine.
• Contribute to problem resolution approaches, operational support procedures, training documents and escalation plans for telemedicine support to increase system uptime.
• Use discretion and judgement when managing, updating, and troubleshooting systems, or escalating cases, to ensure clinical care can be always provided
• Respond in a prompt, courteous manner to all inquiries and requests, prioritizing issues that impact clinical efficiency and outcomes
• Other duties as assigned

What you’ll bring to Access TeleCare:

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