Health IT Technical Support Specialist I

Description

• Validate Midmark software and hardware in preparation for clinical training.
• Document customer complaints in Midmark’s incident management system to track trends and address high-impact issues.
• Work with cross-functional teams to share customer insights for product improvement.
• Diagnose, troubleshoot, document, and resolve issues related to Midmark products, involving:
• Install, configure, and troubleshoot database environments, including SQL Server
• Create and update troubleshooting guides, knowledge base articles, and department resources.
• Troubleshoot operating system and network communication issues impacting product performance and connectivity, including thin-client and virtualized environments (RDP, Citrix, VMware)
• Prioritize customer satisfaction by delivering empathetic, solution-focused service in high-pressure situations.
• Assist with installation, configuration, and validation of software solutions.
• Provide end-user technical support for connected medical devices, diagnostic software, and EMR integrations via phone, email, chat, and remote assist tools (e.g., LogMeIn Rescue 123).
• Participate in Midmark Production System (MPS) initiatives to improve processes, efficiency, and customer outcomes.
• Support and troubleshoot EMR integrations to ensure seamless connectivity between diagnostic software, medical devices, and customer EMR/EHR systems
• Maintain strong rapport with internal and external customers, ensuring timely, thorough follow-up until resolution.

Requirements

• Microsoft IIS configuration, including certificate management, web application deployment, and API integrations.
• Communication: Excellent verbal and written communication skills with technical and non-technical audiences.
• Time Management: Able to plan, organize, and prioritize workload to meet deadlines in a high-pressure environment.
• Collaboration: Works well independently and within a team environment.
• Familiarity with device-to-application communication in networked or thin-client environments.
• Hands-on experience with SQL Server setup, configuration, permissions, and connectivity troubleshooting.
• Microsoft SQL certifications or Microsoft Technology Associate (Database Fundamentals)
• Proficiency in installing, configuring, and troubleshooting Windows client and server operating systems, including support for thin-client and virtualized environments (RDP, Citrix, VMware).
• Experience supporting integrations between systems using HL7, FHIR, APIs, or similar standards.
• Healthcare IT EMR/EHR experience required.
• Continuous Improvement Mindset: Engages in MPS skills and concepts to enhance processes and outcomes.
• Basic scripting (PowerShell, batch files, or similar).
• At least 2 years of relevant experience in technical support, healthcare IT, or a related field, or a combination of education and experience.
• CompTIA A+, Network+
• Additional Skills: Proficiency in Microsoft Office Suite and related tools; bilingual (Spanish) a plus.
• Associate’s degree in Health Information Management, Information Technology, Engineering, or related field preferred.
• Customer Service: Ability to work effectively with diverse personalities while maintaining tact and diplomacy in a fast-paced, call center-type environment.
• Problem Solving: Strong analytical skills with the ability to diagnose and resolve complex technical issues.
• Regulatory Awareness: Understanding of HIPAA, FDA, and quality system requirements for Class II medical devices.
• Technical Proficiency: Skilled in troubleshooting medical devices, software, operating systems, networking, and SQL databases.

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance