Technical Support Specialist

1 week ago

Los Angeles, California, United States MedPOINT Management Full time
Job Overview

The Health Information Technology (HIT) department is in search of a Technical Support Specialist to facilitate the daily IT support requests from both internal staff and external clients.

Key responsibilities encompass receiving, acknowledging, tracking, storing, and documenting the complete lifecycle of hardware acquired by MedPOINT Management (MPM) and assigned to its employees.

This role requires adherence to IT policies and procedures to ensure compliance in daily tasks.

Duties and Responsibilities
  • Act as the primary contact for internal and external users seeking technical assistance via MedPOINT's ticketing system or through phone and email communications.
  • Manage the acknowledgment, tracking, storage, documentation, and reconciliation of all hardware purchased by MPM as part of the quarterly inventory processes.
  • Conduct remote troubleshooting using diagnostic techniques and relevant inquiries.
  • Identify optimal solutions based on the issues and details provided by the end user.
  • Guide the end user through problem-solving processes.
  • Escalate unresolved issues to higher-level technical support personnel.
  • Provide accurate information to end-users regarding MPM IT products, software, internal tools, and the technical support team's methods and expectations.
  • Document events and problems along with their resolutions in the tracking system.
  • Ensure timely follow-up with end-users to confirm that resolutions meet the established turnaround time policy.
  • Notify HIT management of recurring user issues for further investigation into global solutions.
  • Stay updated with technical system information, changes, and advancements in technology.
  • Propose and suggest improvements in team policies, procedures, and workflows.
  • Participate in special projects as assigned by management.
Minimum Job Requirements
  • Bachelor's Degree in Information Technology or a related field, or 3 years of experience in a similar IT support role.
  • Experience with helpdesk ticketing systems.
  • Technical troubleshooting skills with a proven ability to anticipate problems before they arise, including the repair and/or reinstallation of software and hardware.
  • Proficient knowledge of Microsoft Office applications, Microsoft Windows Servers and Workstations, networks, printers, scanners, and other computer-related hardware.
Skills and Abilities
  • Willingness to contribute in a collaborative environment; capable of multitasking in a fast-paced setting.
  • Ability to communicate effectively and clearly so that information is understood by individuals with varying levels of IT knowledge.
  • Creative problem-solving skills and a commitment to achieving daily goals and challenges presented by users.
  • Ability to interact with various levels of management and end-users.
  • Demonstrated initiative to advance daily tasks.
  • Able to critically evaluate and enhance existing processes and workflows.
  • Capable of exercising sound judgment in task completion and seeking guidance when necessary.
Organizational Skills

Strong organizational and project management skills are preferred but not mandatory.

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