Clinical IT Support Specialist

Hicuity Health•Saint Louis, MO

2d•Onsite

About The Position

Hicuity Health is a leader in telemedicine care, supporting patients and bedside care teams in acute and critical care environments. They use telemedicine to address clinical needs and staffing shortages nationwide. The Clinical Support Specialist will provide hardware and software technical support for Hicuity Health’s Operation Center clinical end-users, troubleshooting applications related to the virtual ICU® and Remote Telemetry Programs.

Requirements

Understanding of the concepts with Audio-Visual applications over IP networks.
Be able to work overtime and on various shifts or rotation schedules as needed; including weekends and holidays.
Associate Degree – Degree requirement can be substituted with equivalent work experience.
A minimum of one to two years technical experience.
Basic technical skills necessary to support end-users in a Helpdesk/Client-support environment.
Basic understanding of Networking and Server concepts and terms.
Must be motivated, a self-starter, persistent with troubleshooting efforts, team focused, and have effective communication and organization skills.
Must be able to lift up to 50 lbs and work in tight spaces.

Responsibilities

Provide clinical workstation, application, and general PC support.
Support desktop and/or laptops for Hicuity Health clinicians and other end-users.
Respond to Help Desk calls, diagnose problems, and provide resolution or refer to the appropriate level.
Track the status of Help Desk calls.
Assist users with basic troubleshooting and coach them in software application usage.
Communicate with customers in a timely manner regarding incident status and resolution.
Install and configure new workstations.
Refer/Elevate issues to appropriate IT Staff if unable to resolve.
Relay the need for new, replacement, and backup hardware to IS Support Lead, IT Manager, or IT Director.
Assist other staff with common business application usage in a LAN/WAN environment.
Perform other duties as assigned to meet departmental and Company objectives.
Provide server support.
Monitor application errors and messages and designated error queues.
Identify significant problem areas requiring follow-up.
Resolve common problems independently or follow escalation procedures.
Document configuring decisions, technical modifications, operational and user procedures.
Proactively identify and address customer service and performance issues with the networking team, Data Centers, and/or software vendor(s).
Effectively communicate with Clinical Staff through the Incident Management process.
Work as a team player, supporting and assisting team members.
Enhance team effectiveness through team spirit and dependability.