Technical Support Specialist

1 month ago

Remote, Oregon, United States Medically Home Full time

Medically Home operates a decentralized care model for patients with serious, complex, or high-risk illnesses in partnership with health systems to safely care for their patients at home, across the care continuum, including hospital-level care. Medically Home provides health systems with all that is needed to safely care for patients, including the clinical protocols, reimbursement model, platform technology, and fulfillment of all the clinical services required in the home through partners. Clinicians and patients broadly prefer this model over traditional care; both clinical and financial outcomes are improved as compared to traditional care.

Job Summary

Medically Home is looking for a Technical Support Specialist to support our growing team at Mission Control in Portland, along with our patients around the country. You'll be responsible for making sure our physicians, nurses and the rest of our team has great hardware, reliable software, and no distractions as we deliver hospital-grade medical care in our patients' homes.

Reports to: Manager of Tech Ops and Software Engineering

Location: Remote

Key Duties and Responsibilities:

  • Configure and maintain computers for Medically Home's clinical and operations teams, including workstations, laptops, printers, and productivity software.
  • Be a key troubleshooting resource for our nursing and physician teams to ensure they can provide care 24/7.
  • Support video conferencing for telemedicine and corporate use.
  • Support peripheral, mobile and medical device management tools and Active Directory/Exchange for Windows devices.
  • Promote strong security practices within Medically Home through policy enforcement and end user training.
  • Take ownership of customer issues reported and see problems through to resolution.
  • Follow the given SLA for issues with respect to the Severity.
  • Research, diagnose, troubleshoot, and resolve customer issues in an accurate and timely manner.
  • Responsible for working with different systems, software, and hardware and must be able to follow standard procedures to escalate unresolved issues to the appropriate internal departments
  • Help define and implement procedures to better support our users as the company expands.
  • Become a subject matter expert on our primary internal applications.
  • Participate in providing emergency coverage for our clinical teams as part of a rotating off-hours On-Call system.
  • Strong ability to learn quickly and multi-task between multiple focus areas.

Requirements and Qualifications:

  • 3+ years' experience supporting IT in an enterprise / business setting
  • Experience managing larger fleets of medical devices, in a healthcare or education organization
  • Experience providing application-level training to end-users.
  • Office 365, Active Directory, Exchange, InTune and AWS administration experience.
  • A basic background in network operations, including general troubleshooting, routing, email delivery, and firewall management.
  • Excellent client-facing skills, strong written and oral communication skills.
  • Strong organizational skills, attention to detail and follow-up.
  • Previous experience in healthcare and with clinical applications is desirable but not required.
  • Google Suite administration experience
  • AWS and/or Cloud platform administration experience
  • 3+ years' experience supporting IT in an enterprise / business setting

Consistent with Medically Home's values of serving our patients, customers, and team members, Medically Home has implemented a vaccine policy consistent with those commitments. Therefore, all MH colleagues who are patient, customer, vendor or colleague facing need to provide evidence of vaccination against seasonal influenza and COVID-19. Individuals who are unvaccinated against COVID-19 or previously received only monovalent vaccine doses (primary two dose vaccine series) are required to receive 1 bivalent mRNA vaccine dose.

At Medically Home, we are committed to creating a diverse and inclusive environment. If you are excited about this role or about our company's mission but you aren't sure if your past experience ticks all the boxes in this job description - apply anyway. You might just be the right candidate for this or other opportunities in our organization.

Medically Home is an equal employment opportunity employer and is committed to maintaining a non-discriminatory work environment. Medically Home does not discriminate against any employee or applicant for employment on the basis of race, color, religion, sex, national origin, age, disability, veteran status, marital status, sexual orientation, gender identity, or any other characteristic protected by applicable federal and/or state law.

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