IT Support Specialist Connectivity Support Remote Central USA

Blue Star Partners LLC; Detroit (MI); Remote; Full time

Job summary

An innovative firm is seeking an IT Support Specialist to provide connectivity support primarily remotely, with some travel to customer sites. In this dynamic role, you will be instrumental in implementing and upgrading POC Link cloud servers across various clinical settings, ensuring seamless integration and advising clients on best practices. Your expertise in troubleshooting and customer service will be key as you interact with diverse teams and clients, capturing essential data and escalating complex issues as needed. This position offers a unique opportunity to make a significant impact in the healthcare technology sector while working in a fast-paced, supportive environment.

Qualifications

• 3+ years of experience in IT support with strong troubleshooting skills.
• Associates degree in IT-related fields is required.

Responsibilities

• Monitor and respond to customer inquiries via email, web, and phone.
• Provide support for POC Link cloud server implementation and software upgrades.

Skills

Customer Service

Troubleshooting

Cybersecurity Practices

Cloud Network Utilization

CRM Systems

Router Configuration

Microsoft Office Suite

Routing Protocols

Education

Associates Degree in IT-related Fields

Tools

Salesforce CRM

Microsoft Teams

Microsoft Word

Microsoft Excel

Microsoft PowerPoint

Microsoft Outlook

Job description

Job Title: IT Support Specialist - Connectivity Support
Location: Primarily Remote – Some travel to sites as needed – Must be local to Detroit, MI or Indianapolis, IN
Period: 09/09/2024 to 04/26/2025 – potential for extension
Hours/Week: 40 hours (Hours over 40 will be paid at Time and a Half)
Rate: $35 – $40/hr
Contract Type: W2 only

Scope of Services:

The IT Support Specialist - Connectivity Support position will perform duties virtually and onsite at customer locations to support the implementation of POC Link cloud server and perform software upgrades with our ID NOW instrumentation. Instrumentation may be deployed in hospitals, laboratories, clinics, schools, long-term care facilities, pharmacies, and other clinical and non-clinical settings. Support will include utilization and advising customers on the intended use and the business impact of adoption or integration of POC Link, as well as answering questions and sharing best practices on use of solutions in various settings. Ability to perform preliminary troubleshooting is also required as part of this role. Position will monitor and report customer practices and testing locations as well as report key learnings. Tracking of customer testing locations and tracking installation status is also required.

Role, Responsibilities, and Deliverables:

• Monitor e-mail, web and phone intake channels to respond to customer inquiries
• Answer product related questions including implementation and troubleshooting
• Capture of data for customer interactions and performed tasks in customer relationship management (CRM) system
• Identify needs which require further consultation with customer; escalating complex questions and issues to the Technical Services or Technical Consultant and Management teams as required

Education & Experience:

• Associates degree in IT-related fields
• Minimum of 3 years of experience
• Competent in computer operation including Microsoft Teams, Word, Excel, PowerPoint, and Outlook in addition to PDF files
• Competent in cloud network and server utilization practices
• Proficient in cybersecurity practices
• Familiar with common firewall resolution practices
• Competent in routers, switches, ethernet ports, and Wi-Fi bridges configuration
• Familiar and understands most routing protocols with WAN/LAN networks and TCP/ICP Infrastructure
• Ability to work with a diverse team on multiple tasks as an individual contributor in a fast-paced, changing environment is critical
• Ability to leverage and/or engage others to accomplish tasks and projects
• Multitasks, prioritizes and meets deadlines in a timely manner
• General understanding of sales, customer service and consulting functions
• Strong organizational and follow up skills
• Excellent verbal and written communication skills and attention to detail
• Demonstrated ability to carry out assignments with minimal guidance in an accurate, dependable manner
• Familiarity with Salesforce CRM
• Previous experience in medical facilities, with customer facing support