IT Support Specialist

MediQuant LLC; Independence Township (OH); Hybrid; USD 52,000 - 68,000; Full time

Job summary

MediQuant LLC is seeking an IT Support Specialist to provide frontline technology support for clients and MediQuant users. You will apply ITIL best practices, document incidents, and help with release orchestration and internal IT requests.

A strong customer service mindset and technical acumen are essential for success. Campaign coverage includes managing assets, maintaining documentation, and collaborating with cross-functional teams.

Qualifications

• Associate degree in a technical field and relevant certificates or equivalent.
• 2 years of computer technical support or help desk experience.
• HIPAA knowledge related to PHI handling.
• Healthcare, hospital, or software industries experience preferred.
• Strong customer service and information technology acumen.
• Experience with ITIL-based incident, problem, and change management.
• Experience scripting and troubleshooting in a software development environment.
• Experience with SQL or relational databases (administration not required).
• Experience with Office 365 and collaboration technologies.
• Experience with security technologies and networking fundamentals.

Responsibilities

• Provide frontline technical support to clients and MediQuant users.
• Apply ITIL practices to incident, problem, and change management.
• Lead IT orientation and offboarding sessions for new hires.
• Troubleshoot and resolve issues; escalate when needed.
• Maintain client configurations and documentation control.
• Communicate updates clearly with clients and internal stakeholders.
• Assist with release orchestration and deployment activities.
• Develop and document instructions and guidelines.
• Track, manage, and deploy IT assets and equipment.

Skills

ITIL knowledge

Customer service

HIPAA knowledge

Healthcare experience

Scripting

SQL basics

Networking basics

Security awareness

Release orchestration

Office 365

Education

Associate degree in technical field and related certificates

Bachelor’s degree in technical field (preferred)

Tools

Office 365

Collaboration technologies

VPN

SAN/NAS

VoIP

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

IT Support Specialist

Full Time Technical Independence, OH, US

POSITION TITLE : IT Support Specialist

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

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 elevate 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)

• Operations (incident, problem and change management) (*)
• 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
• Client Relationships (*)
• 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
• Documentation and Training (*)
• 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.
• Asset Management and Equipment Deployment(*)
• 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.

COMPETENCIES

• Critical Thinking
• Professionalism and Composure
• nterpersonal and oral skills
• Flexibility
• Team player
• Self-motivated
• 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 9:0 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.