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Technical Support Specialist

2 months ago

Bowling Green, Kentucky, United States Graves Gilbert Clinic Full time
Position Overview:
As a vital member of the Graves Gilbert Clinic team, you will be responsible for providing exceptional technical support to our healthcare professionals. Your role will involve managing inquiries through the Help Desk line and ensuring that end-users receive timely and professional assistance.

Key Responsibilities:
  • Efficiently log and categorize service requests, focusing on clinical applications such as EMR and Practice Management systems.
  • Deliver specialized support for clinical software, troubleshooting issues related to EMR and Practice Management.
  • Work collaboratively with healthcare staff to optimize the use of clinical technology.
  • Ensure the smooth operation of Windows-based systems and address desktop-related challenges promptly.
  • Independently resolve technical issues when feasible, escalating to specialized IT personnel as necessary.
  • Conduct follow-ups with end-users to confirm issue resolution and provide updates on outstanding concerns.
  • Assist users in troubleshooting technical problems, particularly in relation to clinical application workflows.
  • Offer proactive support and guidance to healthcare personnel to enhance their IT tool usage.
  • Collaborate with IT colleagues to identify and implement process improvements, especially in healthcare applications.
  • Gather and communicate constructive feedback from healthcare professionals to enhance the overall IT support experience.
  • Adhere to HIPAA, OSHA, and Bloodborne Pathogen regulations, maintaining required workplace training.
  • Perform additional duties as assigned.

Qualifications:
  • Minimum of 2 years of experience in a Help Desk environment is highly preferred.
  • Proficient in troubleshooting Windows operating systems.
  • Experience with MS Office support.
  • Knowledge of networking and printer support, both local and networked.
  • Familiarity with VoIP phone systems.
  • Strong interpersonal and communication skills, with a high emphasis on customer service.
  • Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
  • This role will include participation in an on-call rotation.