Night Shift IT Support Representative - Remote Opportunity with Access TeleCare

Join the Telemedicine Revolution with Access TeleCare

At Access TeleCare, we're pioneering the future of healthcare by harnessing the power of telemedicine technology to deliver life-saving patient care. As the largest national provider of telemedicine solutions to hospitals and health systems, we're committed to empowering healthcare organizations to build robust telemedicine programs across various clinical specialties. Our cutting-edge Telemed IQ platform is at the forefront of this revolution, driving improved clinical outcomes, patient satisfaction, and organizational efficiency.

About the Role: Night Shift IT Support Representative

We're seeking a highly skilled and dedicated IT Support Representative to join our remote team on the night shift. As a key member of our technology team, you'll play a critical role in ensuring the high availability and performance of our telemedicine solutions, providing technical support with a clinical sense of urgency to our end-users in hospitals, clinics, and other healthcare settings.

Key Responsibilities:

• Analyze user needs to provide timely technical analysis and support for end-users in clinical environments.
• Collaborate with medical staff, clinical leadership, technology vendors, and other stakeholders to successfully test, configure, launch, and maintain telemedicine support systems.
• Test new configurations, modifications, and third-party releases to ensure seamless integration with our telemedicine platform.
• Serve as the first line of defense for initial fault isolation, optimal resolution, and root cause analysis, with detailed event documentation.
• Troubleshoot complex technical issues encompassing hardware, software, scripts, packages, and networking in clinical, patient, business, and home office environments.
• Perform periodic onsite installations of hardware, software, and upgrades, and test connectivity in clinical environments.
• Deliver exceptional customer service, addressing stakeholder concerns in high-pressure clinical situations.
• Install, configure, maintain, repair, and troubleshoot hardware, peripherals, third-party software applications, and proprietary scripts in compliance with company SLAs and policies for security and HIPAA/protection of PHI.
• Take ownership of support cases, using critical thinking to resolve issues in a timely manner, coupled with excellent documentation.
• Stay up-to-date with the latest OEM hardware and software product enhancements, modifications, and security practices to ensure optimal support.
• Contribute to problem resolution approaches, operational support procedures, training documents, and escalation plans to increase system uptime.
• Exercise discretion and judgment when managing, updating, and troubleshooting systems to ensure uninterrupted clinical care.

Essential and Preferred Qualifications:

To excel in this role, you'll need:

• 2-5 years of experience in information technology application or other IT support operations.
• Previous experience in the medical device industry, healthcare technical support, enterprise networking, or with Apple hardware, Mac OS, and iOS, or Salesforce (preferred).
• A High School Diploma or Equivalent; a BS or BA in Technical Management, Computer Science, Engineering, or a related field, or equivalent work experience (preferred).

Skills and Competencies:

We're looking for individuals with:

• Proficiency in support software, databases, networking, and remote control.
• Exemplary project management capabilities, with the ability to develop, manage, and execute projects through completion.
• A knack for optimizing reporting and tracking systems for performance measurement.
• A proven track record of collaborating and communicating effectively with diverse and distributed teams.
• The ability to monitor system performance and intervene at the right moment to prevent disruptions to clinical care.
• Exceptional organizational skills, attention to detail, and the ability to work effectively under deadlines, managing multiple projects simultaneously.
• Strong analytical, organizational, and time management skills, with flexibility and adaptability in a fast-paced environment.

Career Growth and Learning Benefits

At Access TeleCare, we're committed to the growth and development of our team members. As an IT Support Representative, you'll have opportunities to:

• Develop your technical skills and knowledge in telemedicine technology and solutions.
• Enhance your collaboration and communication skills working with diverse stakeholders.
• Grow with our company, taking on new challenges and responsibilities as we continue to expand and innovate.

Work Environment and Company Culture

As a remote Night Shift IT Support Representative, you'll be part of a dynamic, high-growth organization with a culture that values:

• Innovation and teamwork.
• Exceptional customer service and clinical care.
• Professional development and growth.
• Diversity, equity, and inclusion.

You'll work in a remote-based environment, requiring prolonged periods of sitting at a desk and working on a computer. Our Night Shift schedule runs from 7 pm to 7 am, Wednesday through Saturday.

Compensation, Perks, and Benefits

We offer a competitive total rewards package, including:

• A competitive salary.
• Health Insurance (Medical, Dental, Vision).
• Health Savings Account.
• Flexible Spending (Medical and Dependent Care).
• Employer-Paid Life and AD&D Insurance (Supplemental available).
• Flexible Vacation, Wellness Days, and Paid Holidays.

Join Our Team

If you're passionate about delivering exceptional technical support in a fast-paced, clinical environment, we encourage you to apply for this exciting opportunity. As an equal opportunity employer, Access TeleCare is committed to diversity, equity, and inclusion, and considers qualified applicants without regard to age, marital status, national origin, disability, protected veteran status, race, religion, sex, or any other characteristic protected by applicable laws, regulations, and ordinances.

Seize this opportunity to make a significant impact in the telemedicine industry. Apply now and take the first step towards a rewarding new role.