A Systems Support Specialist provides technical support for the computer and communications systems at a business or organization. Installs and configures computer software, hardware and equipment, and provides troubleshooting for network issues. Manages documentation, maintenance and repairs. May provide help desk support or manage user accounts.
This is not a remote position. The reporting location is in Medford, Oregon. You will be required to be on-site on a daily basis.
Company Overview:
Scaled Health is dedicated to advancing healthcare technology, improving data connectivity, and enhancing system security. We foster an environment of collaboration, professional growth, and support, enabling team members to make meaningful impacts in the healthcare industry. Join us to experience a culture focused on innovation, employee development, and a commitment to positive patient outcomes.
Role Overview:
We are seeking a Technical Support professional to provide comprehensive technical assistance for our organization. This role involves managing and supporting client-side technology needs, including computing and printing devices, peripherals, operating systems, faxing, telephony, wireless and wired connectivity, and mobile devices such as tablets, laptops, and smart phones. The ideal candidate will have strong troubleshooting skills and a solid understanding of security principles to ensure the stability and security of our technology environment.
Key Responsibilities:
Technical Support:
Provide frontline support identifying, investigating, and resolving hardware and software issues, including PCs, laptops, printers, peripherals, and biomed attached devices. Troubleshoot and resolve end-user issues impacting business operations under challenging timelines. Assist in the operation and integrity of client-side technology, including faxing, telephony, wireless and wired connectivity, and mobile devices such as tablets, laptops, and smartphones. Consult with users to determine steps and procedures taken to identify and resolve technical problems. Guide users through diagnostic and troubleshooting processes using diagnostic tools and software or providing verbal instructions. Coordinate with vendors to repair or replace defective products, including printer leasing companies, biomed vendors, and software vendors.
Systems Management:
Support, maintain, and upgrade Windows, Thin Clients, and any operating system associated with endpoint devices. Support all end point software, MDM solutions, and SaaS applications. Support application delivery, updates, and security to end point devices. Ability to troubleshoot and resolve functionality issues for computing end points and all associated end user technology. Monitor and test device performance, providing statistics and reporting on device health. Maintain accurate documentation, including specifications and diagrams.
Acquisition & Deployment:
Oversee the lifecycle of end-user devices, from procurement to disposal. Create and deliver standard workstation/device images. Manage device catalogs (CMDB) and asset management systems. Support new applications and enhancements to existing applications, software, and operating systems.
Qualifications:
Education:
High School Degree required.
Experience:
Minimum of 3 years of technical support experience. Proficient in supporting various technology bases, including PCs, laptops, printers, peripherals, operating systems, and biomed attached devices. Experience with Windows updates and dependent software for updates and backups. Knowledge of security principles related to data and system security. Experience with troubleshooting tools such as Wireshark and other support software. Familiarity with Windows Operating Systems, Thin Clients, and mobile devices. Basic understanding of networks, network topology, and network management. General understanding of servers, storage, firewalls, and interoperability systems.
Skills:
Strong analytical and problem-solving skills. Ability to work effectively under challenging timelines. Excellent communication and teamwork abilities. Ability to support Technical Administrative staff with systems and solutions.
Competencies:
Technical Proficiency:
Ability to troubleshoot and resolve hardware and software issues efficiently. Measured by first-time resolution rates and user satisfaction scores.
Time Management:
Capability to meet deadlines and respond to user issues within required service levels. Measured by response and resolution time metrics.
Communication:
Effectively communicates technical issues and solutions to end-users in a clear and understandable manner. Measured by feedback from users and team collaboration effectiveness.
Problem-Solving:
Proactively identifies technical issues and implements practical solutions. Measured by the ability to resolve complex issues with minimal escalation.
Security Awareness:
Ensures compliance with security protocols and supports the protection of sensitive data. Measured by adherence to security procedures and incident prevention.
Collaboration:
Works well with other departments and vendors to solve technical issues and improve system performance. Measured by teamwork assessments and successful vendor coordination.
Salary:
$42,000.00 - $62,000.00 per year
Benefits:
401(k) Health insurance Dental insurance Vision insurance Paid time off Life insurance Retirement plan
Job Type:
Full-time Schedule:
8-hour shift Monday to
Friday On-Call Rotation Job Type:
Full-time Pay:
$42,000.00 - $62,000.00 per year
Benefits:
401(k) Dental insurance Health insurance Paid time off Vision insurance Ability to
