IT Support Specialist

MediQuant LLC • Independence, OH

5d • Hybrid

About The Position

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.

Requirements

• 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
• 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)
• 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
• 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).
• 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.

Nice To Haves

• Previous experience in Hospital & Healthcare, Computer Software industries preferred
• Bachelor’s Degree in technical field of study

Responsibilities

• Serves as frontline support for all client and internal IT stakeholders.
• Lead IT orientation sessions with new hires, and provide offboarding support as needed.
• Follows best practice and implemented ITIL standards
• Takes ownership of troubleshooting and leading to resolution
• Maintains client configuration and ensures quality of documentation control
• Communicates effectively with proper frequency and detail of updates
• Works with clients to ensure they are informed of product updates and key items within release notes
• Provide appropriate technical depth of support for Tier I Internal IT and Client environments
• Seek innovative technical solutions to new and existing issues
• Develop process and evaluate for automations that gain operational efficiencies
• Develops and documents instructions and guidelines to perform assigned functions.
• Prepares systems and application change management documentation according to IT standards.
• Trains technical staff in how to use new software and hardware developed and/or acquired.
• Track, maintain, and update IT inventory
• Manage the lifecycle of devices, including assignment, return, and disposal
• Keep accurate asset records and documentation
• Prepare, configure, and provision equipment to new hires and existing employees according to company standards and departmental requirements.

Benefits

• company laptop

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree