POSITION TITLE: IT Support Specialist

Supervised by: IT Support Team Lead (Direct), IT Operations Manager (Indirect)

Supervises: N/A

Status: Full-time, Non-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.

JOB 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)

1. Operations (incident, problem and change management) (*)
   1. Serves as frontline support for all client and internal IT stakeholders.
   2. Lead IT orientation sessions with new hires, and provide offboarding support as needed.
   3. Follows best practice and implemented ITIL standards
   4. Takes ownership of troubleshooting and leading to resolution
2. 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
3. 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
4. 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.
5. Asset Management and Equipment Deployment(*)
   1. Track, maintain, and update IT inventory
   2. Manage the lifecycle of devices, including assignment, return, and disposal
   3. Keep accurate asset records and documentation
   4. Prepare, configure, and provision equipment to new hires and existing employees according to company standards and departmental requirements.

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

Work Environment

Employees may work from our corporate headquarters or work from home. Employees may at times be required to travel to headquarters for meetings or company events. Remote workers will be provided with a company laptop and are responsible for maintaining access to high-speed internet.

Physical Demands

While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to sit for long periods of time, stand; walk; use hands to finger, handle or feel; and reach with hands and arms. The employee is occasionally required to climb or balance; and stoop, kneel, crouch or crawl. The employee must occasionally lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Position Type and Expected Hours of Work

This is a full-time position, and the 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. Occasional evening and weekend work may be required as job duties demand.

Travel

Incumbent may occasionally experience some out-of-the-area and overnight travel.

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 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

Employees 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.