IT Support Specialist

POSITION TITLE:              IT Support Specialist

Supervised by:                    IT Support Team Lead

Supervises:                         N/A

Status:                               Full-time, Exempt

POSITION SUMMARY.    The IT Support Specialist’s role is to provide frontline technology support of MediQuant’s clients and MediQuant’s users. This includes receiving, prioritizing, documenting, and actively resolving service requests and incident tickets. Working in a Service Management Organization, the Specialist will apply superior client service skills and maintain ITIL best practices within our IT Service Management Tool. With knowledge of our products and services, they will aid in both ‘how-to’ uses as well as identifying changes needed within our applications. The Specialist will also handle internal IT requests and incident tickets regarding network, telecommunications, systems, and compute that supports our business and its users. They will escalate to higher tiers within the organization as needed and apply effective communication plans for our clients and internal users. Additionally, the Specialist will own application release orchestration processes and will be a pivotal member for Development Operations. Key for success in this role will be to troubleshoot creatively and relentlessly while collaborating with peers and cross-functional groups.

OB DUTIES and ESSENTIAL FUNCTIONS.  A qualified individual must be able to perform the essential functions of the job as listed, with or without accommodation.  (An Asterisk (*) Identifies an Essential Function)

Operations (incident, problem and change management) (*)

1. Serves as frontline support for all client and internal IT stakeholders.
2. Follows best practice and implemented ITIL standards
3. Takes ownership of troubleshooting and leading to resolution

Client Relationships (*)

1. Maintains client configuration and ensures quality of documentation control
2. Communicates effectively with proper frequency and detail of updates
3. Works with clients to ensure they are informed of product updates and key items within release notes

Technology Support (*)

1. Provide appropriate technical depth of support for Tier I Internal IT and Client environments
2. Seek innovative technical solutions to new and existing issues
3. Develop process and evaluate for automations that gain operational efficiencies 

Documentation and Training (*)

1. Develops and documents instructions and guidelines to perform assigned functions.
2. Prepares systems and application change management documentation according to IT standards.
3. Trains technical staff in how to use new software and hardware developed and/or acquired.

Other Duties.  Please note that this job description is not designed to cover or contain a comprehensive listing or activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

COMPETENCIES

• Critical Thinking 
• Professionalism and Composure 
• Interpersonal and oral skills 
• Flexibility 
• Team player 
• Self-motivated 
• Strong documentation skills
• Strong Technical Acumen

QUALIFICATIONS.

Required Education and Experience:

• Associate degree in technical field of study and certificates in computer related field or equivalent
• 2 years support in computer technical support or help desk activity
• Knowledge with HIPAA regulations involving PHI
• Previous experience in Hospital & Healthcare, Computer Software industries preferred
• Strong customer service and Information technology acumen
• Experience working within in a Service Organization using ITIL Framework (Incident, Problem, Change Management)
• Experience in scripting and troubleshooting in a Software Development environment (Release Orchestration or ‘Code Elevation’)
• Experience in working with SQL or other Relational Database Management (Administration or Development not needed)
• Experience with Office 365 and Collaboration Technologies
• Experience with Security Technologies (AV/Vulnerability Management, Encryption of Data (Transit/Rest), DLP, Log Analysis, Backups, DR/BCP)
• Experience with Networking (VPN, SAN/NAS, L2/L3 Switching and Routing, Hosted VoIP)

Preferred Education and Experience: Bachelor’s Degree in technical field of study

Additional Eligibility Qualifications:

• Ability to absorb and retain information quickly – MediQuant’s software and infrastructure will frequently adjust to accommodate the needs of our employees and clients, adaptable knowledge is a must

Position Type and Expected Hours of Work. This is a full-time position, and hours of work and days are typically Monday through Friday, 8:30 a.m. to 5 p.m. Some flexibility in hours is allowed, but the employee must be available during the “core” work hours of 9:00 a.m. to 3:30 p.m. and must work 40 hours each week to maintain full-time status. Occasional evening and weekend work may be required as job duties demand.

Travel.  Incumbent may travel from time-to-time to attend company-sponsored training but is not required to travel as a regular part of the job.

Work Environment. This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Demands. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Position is primarily stationary with the need to stand or sit 80% of the workday.

Manual dexterity: Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer.

Frequently must analyze, memorize, problem solve, read and perform simple to complex math.

May frequently move computer equipment (laptop computer) weighing less than 10 lbs.

The employee is occasionally required to sit; climb or balance; and stoop, kneel, crouch or crawl. The employee must frequently lift and/or move objects up to 10 pounds and occasionally lift and/or move objects up to 40 pounds. 

Work Authorization. In compliance with Federal employment laws, MediQuant will verify the identity and employment authorization of each person hired. MediQuant participates in the Federal E-Verify program.

Security Clearance. Must be able to pass all security clearances mandated by various government contracts as well as any client hospital/healthcare security requirements.  Any employee working on government projects will be required to successfully pass a government background check and receive a Common Access Card (CAC).  Additionally, the applicant must be a U.S. citizen and will be subject to a Public Trust security background investigation and must meet requirements to obtain a Department of Defense (DOD) network account.

AAP/EEO Statement.  MediQuant, Inc. is an equal-opportunity employer.

Compliance. Employee shall comply with all MediQuant policies, state and federal laws, regulations, and contractual obligations when accessing MediQuant or client Confidential Data, Confidential Information, and Information Assets. 

Other Duties.   Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.