Customer Concierge IT Specialist Position Available In Warren, New Jersey

Customer Concierge IT Specialist Infinitt North America – 4.2 Phillipsburg, NJ Job Details Full-time $60,000 – $125,000 a year 4 hours ago Benefits Opportunities for advancement Qualifications Microsoft PowerPoint Microsoft Word Computer science Microsoft Excel Software troubleshooting Customer service Mid-level Technical support Microsoft Office 3 years Organizational skills Communication skills Time management Help desk VPN Full Job Description

INFINITT

North America Job Description:

Customer Concierge IT Specialist

INFINITT NORTH AMERICA INFINITT

North America is a wholly owned subsidiary of

INFINITT

Healthcare, a dedicated healthcare Information Technology company with world-class research and development capabilities, robust sub-specialty and multi-facility solutions, and more than 6,200+ installations in 55 countries. Are you looking for an exciting career to join a fast-growing company in an innovative and fascinating industry? At

INFINITT

North America, we take great pride in our top priority – patient care! We are indirectly involved in saving patient lives every day by providing a solution to hospitals and healthcare systems delivering imaging, reporting, artificial intelligence, etc. Our portfolio includes Picture Archiving Communication Systems (PACS) for Radiology, Cardiology, Pathology, Dental, Ophthalmology, even Veterinary care, and much more. We prioritize physician satisfaction, outstanding customer service, and the ability to customize a largely scalable and adaptable product.

INFINITT

North America encompasses both healthcare and information technology (two of the fastest growing and exhilarating industries) positioning us in between the cutting edge of technology and the medical field every day. We look for individuals who share our passion in this unique and appealing industry seeking long-term employment. When you join INFINITT, you become part of our family. We take precedence in continuous company improvements, employee engagement, employee feedback and recognition, and our strong culture that we’re so very proud of. We’ve demonstrated this even further with our “Great Place to Work” certification. In addition to all of this, we offer many career growth opportunities, competitive benefits, and excellent and innovative company perks. Do you have what it takes, can you envision your future with us, and do you want to be part of something truly special?

Reporting Structure:

The Customer Concierge IT Specialist will report to: Tech Operation Manager (Michael Mehringer)

Principle Functions:

In this role, the ideal candidate will provide Concierge-Style Support, acting as the face of

INFINITT

for all related IT items for a prestigious V.I.P. customer (a large enterprise healthcare system of teleradiologists). The candidate will deliver prompt, courteous, effective, and proactive support in accordance with our Service Level Agreement (SLA) timelines. The candidate will serve as the primary point of contact for Help Desk and experience-related technical support specifically in areas such as: Interfaces, Mirth, VPN’s, PfSense, etc. Provide Concierge-Style Support to V.I.P. Customer Act as the primary point of contact, addressing their technical needs, questions, and concerns in a courteous and timely manner in accordance with defined SLA.

Technical Troubleshooting:

Diagnose and resolve technical issues with interfaces, software, and/or network connectivity, ensuring smooth operation of all IT system entities.

Escalation Management:

Identify and escalate complex issues to appropriate resources while maintaining open and continuous communication with customers.

Customer Education:

Provide training and support to customers on the use of software and related IT systems.

Communication and Collaboration:

Work effectively with internal teams and external vendors to ensure timely resolution of issues.

Proactive Monitoring and Improvement:

Identify areas for improvement in services and customer experience, proposing solutions and implementing changes.

Documentation and Knowledge Base:

Contribute to creating and maintaining clear, concise documentation and knowledge base articles for customer reference.

Essential Skills and Qualifications:

HL7

Competence :

With a focus on radiology ORM, ORU, ADT, including base64 encoded PDF report distribution

Mirth Interface Engine Experience :

Experience with Mirth interface engine and adding new interfaces / working on transformations of messages between systems

PfSense :

Experience with PfSense VPN solution for cloud deployments

Cloud Deployments :

Ability to manage adding new connections from customer imaging facilities to the

INFINITT

cloud

Strong Technical Skills:

Proficiency in troubleshooting and resolving IT issues related to interfaces, software, and networking (Mirth Engine, VPNs, PfSense, etc.).

Exceptional Communication and Interpersonal Skills:

Ability to effectively communicate with customers, understand their needs, and provide clear and concise solutions.

Problem-Solving Skills:

Ability to analyze complex technical problems and develop effective solutions.

Customer Service Orientation:

Strong desire to provide excellent customer service and ensure customer satisfaction.

Organizational and Time Management Skills:

Ability to manage multiple tasks and priorities while meeting deadlines. Ability to

Learn and Adapt:

Willingness to learn new technologies and adapt to changing environments. Essential Experience Minimum of 3-5 years of Mirth Engine Experience as an Engineer or Related Role PfSense Experience Not Required but Strongly Preferred PACS Knowledge / Industry Experience Previous Interface (primarily HL7) Experience Previous VPN Experience Formal Education in Computer Science and / or Related Technical Degree Well versed in Microsoft Office Suite (Outlook, Word, Excel, PowerPoint, Teams) Excellent oral and written communication skills Excellent organizational skills Ability to perform under pressure or in high pressure situations Ability to prioritize, multi-task (as needed), and understanding of sense of urgency Essential Characteristics The candidate must be a professional and team-oriented individual with the ability to problem solve by thinking “outside of the box”, remain calm and contain composure during high pressure or chaotic situations, and have good judgement to escalate or deescalate when needed. The candidate must exhibit eagerness and willingness to add to their knowledgebase/skills and grow professionally. The candidate should possess the following qualities: Authentic, passionate, and motivated / driven Integrity (honest, sincere, respectful, trustworthy, ethical) Good judgment (using both reasoning and intuition) Excellence (high performance standards, continuous improvement, outstanding organization and attention to detail and accuracy, strong work ethic) Good interpersonal maturity and teamwork Excellent verbal and written communications skills. Proactive Adaptable Display willingness to help others, a pleasant personality, a courteous manner, and a professional demeanor Experience working remotely (from home office) in the past (recommended, but not a requirement) Seeking and able to commit to long-term employment