Tech Support Specialist

UnitedHealth Group•Miami, FL

21h•$20 - $36

About The Position

The Tech Support Specialist supports the operational efficiency of Emergency Medical Services (EMS) by maintaining the functionality, security, and availability of laptops and other hardware used in the field. The role includes laptop repair, software updates, inventory management, troubleshooting, and serving as a point of contact for hardware and software issues. The specialist manages a centralized laptop depot where EMS crews can exchange malfunctioning or damaged laptops for working ones. Duties include tracking devices and repair status, repairing laptops when possible, coordinating warranty repairs, maintaining standardized laptop images, managing applications and updates, and configuring Windows systems to meet EMS security and usability needs. The role also maintains electronic hardware inventories and repair histories, provides support for related peripherals and software platforms, assists with operational reporting and cell-line management, and may develop scripts or provide additional technical support after training.

Requirements

High school diploma or equivalent.
Minimum age of 21 years.
At least 1 year of experience in laptop repair and software updates.
At least 1 year of experience with Microsoft Office applications, especially Word and Excel.
At least 1 year of customer service experience in a medical or technical facility.
Pass a drug test before beginning employment.

Nice To Haves

Knowledge of Emergency Services billing requirements.
Ability to analyze and provide statistical data related to EMS services, including transports, common transport locations, and overall service trends.
Ability to troubleshoot hardware and software issues effectively.
Strong organizational skills for maintaining accurate hardware inventories and repair histories.
Clear and professional communication skills when interacting with EMS crews and Fire Administration.
Willingness to learn technologies such as radio programming and adapt to evolving EMS needs.
Attention to detail in tracking laptop locations, repair statuses, and inventory data.

Responsibilities

Establish and manage a centralized depot for exchanging malfunctioning or damaged EMS laptops for working devices.
Check the depot for laptops requiring repair, collect malfunctioning devices, and track laptop locations and repair status in a database.
Repair laptops in-house when possible or arrange warranty repairs as needed.
Create and maintain standardized laptop images containing essential EMS applications, including ESO, Handtevy, and PC Gateway.
Remove unnecessary files or images to optimize laptop performance and ensure critical software is updated regularly.
Customize Windows images for EMS needs, including security settings, group policies, user-friendly adjustments, and monitoring scripts.
Test Windows updates for compatibility and stability before applying them.
Maintain laptop inventories and repair histories using Vector Solutions' Check IT Module, and generate reports on common issues and repairs.
Assist in creating an electronic inventory of Fire Department apparatus, including laptops.
Serve as the primary contact for hardware and software issues and carry the Help Line phone at all times.
Develop familiarity with ESO, Lifenetsystems, and other relevant platforms to address support issues.
Support peripheral devices, including Physio Control Lifepak 15 cardiac monitors/defibrillators, Titan external modems, Amazon readers, and unit iPhones running Full Code Pro.
Assist with limited-scope operational reporting for Fire Administration.
Manage cell lines for laptops.
Develop scripts to automate routine laptop tasks.
Provide additional Fire Department technology support, such as radio programming, once adequately trained.