Technical Support Representative

Technical Services Representative (Full-Time) (No Sponsorship)

Position Overview

We are seeking a customer-focused Technical Support Representative to provide technical assistance to internal and external customers using healthcare technology solutions. This role serves as the first point of contact for technical support inquiries and is responsible for troubleshooting issues, coordinating resolutions, documenting service activities, and ensuring a positive customer experience. Candidate must have experience working in healthcare environment.

The ideal candidate has strong problem-solving skills, excellent communication abilities, and a foundational understanding of IT systems, networking, and technical support processes.

Key Responsibilities

• Provide technical support via phone, email, web inquiries, and other communication channels.
• Troubleshoot hardware, software, system connectivity, and other technical issues.
• Assess issue severity, prioritize support requests, and escalate complex problems when necessary.
• Maintain accurate records of customer interactions, troubleshooting steps, resolutions, and follow-up activities in the CRM system.
• Keep customers informed of issue status and resolution timelines.
• Schedule and perform remote system upgrades, maintenance, and technical services.
• Complete required service documentation and change records in accordance with established quality procedures.
• Develop and maintain knowledge of product features, software updates, patches, and technical documentation.
• Participate in a rotating, 24/7 on-call support schedule.
• Meet individual and team performance goals, service-level expectations, and customer satisfaction targets.
• Maintain confidentiality and comply with applicable data privacy and healthcare information security requirements.

Required Qualifications

• Associate degree in Information Technology, Computer Science, or a related technical field; or
• At least two years of experience providing technical support or remote/on-site IT services to end users.
• Strong verbal and written communication skills.
• Excellent customer service, analytical, and problem-solving abilities.
• Ability to manage multiple priorities, work independently, and collaborate effectively with a team.
• Experience with remote troubleshooting tools and Microsoft Office applications.
• Ability to work effectively in a fast-paced environment and handle time-sensitive technical issues.

Preferred Qualifications

• Experience in a hospital, healthcare, or regulated technology environment.
• Knowledge of healthcare system integration protocols, particularly HL7; experience with Rhapsody is a plus.
• Familiarity with virtual environments and Citrix.
• Working knowledge of SQL and Microsoft SQL Server.
• Experience with Microsoft Windows and Windows Server operating systems.
• Understanding of networking, network monitoring, diagnostic tools, and Active Directory.
• Microsoft certifications or other relevant technical certifications.

Additional Requirements

• Ability to manage competing priorities and meet deadlines.
• Professional communication and interpersonal skills.
• Ability to handle confidential information responsibly, including protected healthcare information.
• Ability to perform primarily sedentary work and occasionally lift office supplies or equipment weighing up to 20 pounds.

What Makes This Opportunity Appealing?

• Opportunity to support technology used in healthcare environments.
• Exposure to enterprise IT systems, networking, database technologies, and system integrations.
• Opportunities to expand technical expertise through ongoing training and hands-on troubleshooting.
• A collaborative, customer-focused technical support environment.