Experienced Full Stack Help Desk Technician – Telemedicine Support Specialist for Healthcare Organizations

About Access TeleCare

Access TeleCare is the largest national provider of telemedicine technology and solutions to hospitals and health systems. Our mission is to empower healthcare organizations to build telemedicine programs in any clinical specialty, driving 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 have maintained that accreditation every year since inception.

We are a team of passionate professionals who are dedicated to revolutionizing the way healthcare is delivered. We believe that telemedicine has the potential to transform the healthcare landscape, and we are committed to making it a reality. If you share our vision and are passionate about making a difference in the lives of patients, we want to hear from you.

About the Role

We are seeking an experienced Full Stack Help Desk Technician to join our team as a Telemedicine Support Specialist. As a key member of our technology team, you will provide technical support with a clinical sense of urgency, ensuring the efficient and stable operation of our infrastructure. Your primary responsibility will be to analyze user needs and provide technical analysis with a clinical sense of urgency for end users in hospitals, clinics, and other healthcare settings.

Key Responsibilities:

• 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 judgment 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

Requirements:

Essential Qualifications:

• 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-managing multiple projects simultaneously
• Strong analytical, organizational, and time management skills
• Flexibility and adaptability in a fast-paced environment

Preferred Qualifications:

• Experience with telemedicine technology and solutions
• Knowledge of HIPAA and PHI regulations
• Experience with remote work and virtual teams
• Ability to work in a 24/7 environment
• Experience with cloud-based systems and applications

What We Offer:

We offer a competitive salary, comprehensive benefits package, and a remote work environment. Our benefits include:

• Health Insurance (Medical, Dental, Vision)
• Health Savings Account
• Flexible Spending (Medical and Dependent Care)
• Employer Paid Life and AD&D (Supplemental available)
• Paid Time Off, Wellness Days, and Paid Holidays
• Opportunities for professional growth and development
• A dynamic and supportive work environment

How to Apply:

If you are a motivated and experienced professional who is passionate about making a difference in the lives of patients, we encourage you to apply for this exciting opportunity. Please submit your application today, and we will be in touch to discuss your qualifications further.

We are an equal opportunity/affirmative action employer. All qualified applicants will receive consideration without regard to race, age, religion, color, marital status, national origin, gender, gender identity or expression, sexual orientation, disability, or veteran status.