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Med Tech Solutions · 11 hours ago

Technical Support Analyst

United States

Full-time

Remote

Senior Level, Lead/Staff

$24/hr - $26/hr

10+ years exp

Med Tech Solutions is a company focused on providing high-quality customer support in the medical technology sector. The Technical Support Analyst role involves resolving complex customer issues, managing service tickets, and maintaining strong client relationships while ensuring a high level of service quality.

Health CareSoftware

Responsibilities

Receive client issues via phone, gather details and create ticket in ConnectWise

Review and monitor our service-ticket boards for all incoming tickets via email or opened online. Self-dispatch in the order they are received

Troubleshoot issues such as computers, printers, scanners, laptops, tablets, servers, login issues, etc

Complete requests for new user setup, decommissions, printer installs, etc

Work with a range of Windows applications and operating systems in a networked environment, both hands-on and remotely

Manage and operate services running in a cloud environment

Leverage automation framework to improve processes, automate deployment, and improve manageability of environment

Review entire environment and execute initiatives to reduce failures, defects and improving overall performance

Work independently and with experienced Systems Administrators on maintenance of environment

Perform tasks that are often unstructured and address issues that are less defined requiring new perspectives and creative approaches

Coordinate directly with internal customers and service managers on design, lifecycle, and expansion of cloud-based service offerings

Coordinate with Infrastructure team(s) for troubleshooting, maintenance, capacity management, and architectural design and deployment of next generation clouds

Participate in programs to deploy products and provide direct feedback to product management and engineering

Document architectures, procedures, processes for use by other cloud operators

Reviews procedures user followed to determine if specified steps were taken

Explains user procedures, as necessary

Enters diagnostic commands into computer to determine nature of problem and reads codes on screen to diagnose problem

Reads technical reference manuals for communications hardware and software to learn cause of problem

Instructs user to enter specified commands into computer to resolve problem

Updates documentation to record new equipment installed, new sites, and changes to computer configurations

Trains staff and users to use cloud software

Coordinates installation of or installs communications lines

Escalate technical issues outside your skillset to other technical team members or escalate to next tier of support as required

Review assigned client environments on a regular basis for repeat issues, trends, or other recommendations

Meet regularly with top assigned clients and account managers

Ensure current Service Level Agreements (SLAs) are maintained

Document all tickets thoroughly according to current processes. Should have clear Summaries, Descriptions, Details, Resolutions, time spent and all necessary documentation. Keep ConnectWise calendar up to date and work calendar throughout the day

Keep customer updated on status of all issues until resolved

Provide excellent customer service. Maintain professional communications through phone and email

Create knowledge base documents for team to share

Assist team with keeping updated information in client specific documentation

Coach and mentor less experienced analysts by teaching rather than taking over

Stay abreast of industry standards and changes. Regularly completing training and certifications as needed or required

Assist other with tickets as needed or when others are out sick/vacation. Assist other departments as needed

Suggest and communicate process-improvement methodologies to ensure quality service is delivered in a timely manner

Assist with internal requests within or outside the department as needed

Participates in the on-call after hours rotation schedule (24x7x365)

Adhere to and follow standard operating procedures (SOPs), Guides, Templates, and Policies used to support and manage MTS Operations daily activities

Provide specific line of business application support such as NextGen EPM and/or EHR, pulling in the vendor to assist as needed

Occasionally travel to clients for on-site repairs or professional services if requested by supervisor (approximately 20% or less depending on location to clients)

Complies with all IT Policies, Procedures and Security Standards. Including but not limited to Role Based Access and segregation of duties

Ability to handle sensitive information including Protected Health Information (ePHI)

Comply with HIPAA and other Cybersecurity Frameworks

Qualification

Cloud environment experienceWindows operating systemsCRM Ticketing SystemProblem solving techniquesTechnical documentationVBScriptingPowerShell ScriptingVMWare knowledgeMicrosoft SQL DatabaseCustomer service skillsTraining skillsCommunicationRelationship buildingTeam collaborationAdaptability

Required

Excellent oral and written communication skills; including documentation

Ability to handle multiple complex tasks, with tight deadlines concurrently

Ability to perform well in a dynamic environment, with on-time delivery

Demonstrated ability to use problem solving techniques such as root cause analysis to resolve issues

Demonstrated ability to write and present effective materials, including presentations, status reporting, technical diagrams, and flowcharts

Ability to follow and adhere to policies, procedures and standards relating to Systems management

Apply attained experiences and knowledge in solving problems that are complex in scope requiring in-depth evaluation as well as identifying problems in advance and proposing solutions

Require limited supervision and direction; drive results and set priorities independently

Ability to uncover business challenges and develop a solution to solve those challenges

Ability to troubleshoot all Windows desktop hardware and software

Ability to work with networking and server operating systems

Ability to remediate technical issues with various vendors such as ISPs, software/hardware manufacturers, etc

Experience with CRM Ticketing System

Demonstrated ability to use problem solving techniques such as root cause analysis to resolve issues

Ability to follow and adhere to policies, procedures and standards relating to Systems management and security

Require limited supervision and direction; drive results and set priorities independently

Associates Degree in Information Technology related field or equivalent work experience

10 years of experience in information technology

2+ years hands on experience working in cloud environments

Intermediate experience with VBScripting and/or PowerShell Scripting

Strong customer facing and relationship building skills

Knowledge of VMWare and Windows operating systems

Knowledge of Windows Remote Desktop Server management

Knowledge of Citrix XenApp server management

Knowledge of Microsoft SQL Database management

Must have at least two industry certifications: CompTIA A+, CompTIA Network+, CompTIA Server+, CompTIA Security+, CompTIA Advanced Security Practitioner

Must have required Microsoft Certifications

Microsoft 365 Certified: Fundamentals

Exam MS-100: Microsoft 365 Identify and Services

Microsoft 365 Modern Desktop Administrator

Exam MS-101: Microsoft 365 Mobility and Security

Microsoft 365 Certified: Messaging Administrator

Exam MS-500: Microsoft 365 Security Administration

Microsoft 365 Certified: Teams Administrator Associate

Microsoft Azure Certifications – 2 or more required

Exam AZ-500: Microsoft Azure Security Technologies

Microsoft Certified: Azure Administrator Associate

Microsoft Certified Solutions Architect Expert