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Midmark Corporation · 5 months ago

Health IT Technical Support Specialist I

60 Vista Dr, Versailles, OH, 45380, US

Full-time

Onsite

Entry Level

2+ years exp

Midmark Corporation is dedicated to transforming healthcare experiences through innovative design. As a Health IT Specialist I, you will provide industry-leading front-line technical support for Midmark’s integrated hardware and software solutions, ensuring seamless EMR connectivity and optimizing device performance.

Health CareManufacturingMedical Device

Comp. & Benefits

Responsibilities

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)

Diagnose, troubleshoot, document, and resolve issues related to Midmark products, involving:

Troubleshoot operating system and network communication issues impacting product performance and connectivity, including thin-client and virtualized environments (RDP, Citrix, VMware)

Install, configure, and troubleshoot database environments, including SQL Server

Support and troubleshoot EMR integrations to ensure seamless connectivity between diagnostic software, medical devices, and customer EMR/EHR systems

Validate Midmark software and hardware in preparation for clinical training

Create and update troubleshooting guides, knowledge base articles, and department resources

Maintain strong rapport with internal and external customers, ensuring timely, thorough follow-up until resolution

Document customer complaints in Midmark’s incident management system to track trends and address high-impact issues

Prioritize customer satisfaction by delivering empathetic, solution-focused service in high-pressure situations

Participate in Midmark Production System (MPS) initiatives to improve processes, efficiency, and customer outcomes

Work with cross-functional teams to share customer insights for product improvement

Assist with installation, configuration, and validation of software solutions

Qualification

Healthcare IT EMR/EHRSQL ServerWindows OS troubleshootingTechnical SupportHL7FHIRAPIsMicrosoft IISBasic scriptingCustomer ServiceContinuous Improvement MindsetRegulatory AwarenessMicrosoft Office SuiteBilingual (Spanish)Problem SolvingCommunicationCollaborationTime Management

Required

Healthcare IT EMR/EHR experience required

At least 2 years of relevant experience in technical support, healthcare IT, or a related field, or a combination of education and experience

Proficiency in installing, configuring, and troubleshooting Windows client and server operating systems, including support for thin-client and virtualized environments (RDP, Citrix, VMware)

Hands-on experience with SQL Server setup, configuration, permissions, and connectivity troubleshooting

Experience supporting integrations between systems using HL7, FHIR, APIs, or similar standards

Familiarity with device-to-application communication in networked or thin-client environments

Microsoft IIS configuration, including certificate management, web application deployment, and API integrations

Basic scripting (PowerShell, batch files, or similar)

Technical Proficiency: Skilled in troubleshooting medical devices, software, operating systems, networking, and SQL databases

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

Communication: Excellent verbal and written communication skills with technical and non-technical audiences

Collaboration: Works well independently and within a team environment

Time Management: Able to plan, organize, and prioritize workload to meet deadlines in a high-pressure environment

Continuous Improvement Mindset: Engages in MPS skills and concepts to enhance processes and outcomes

Regulatory Awareness: Understanding of HIPAA, FDA, and quality system requirements for Class II medical devices

Proficiency in Microsoft Office Suite and related tools

Preferred

Associate's degree in Health Information Management, Information Technology, Engineering, or related field preferred

Certifications preferred or ability to obtain: Microsoft SQL certifications or Microsoft Technology Associate (Database Fundamentals), CompTIA A+, Network+

Bilingual (Spanish) a plus