VLMS Technical Support Specialist

The Edward Via College of Osteopathic Medicine; Blacksburg, Northern (VA, KY); Hybrid; USD 45,000 - 50,000; Full time

Job summary

The Edward Via College of Osteopathic Medicine (VCOM) is seeking a VLMS Technical Support Staff member to provide frontline technical assistance and issue resolution for the VLMS/Syndromic Surveillance Research Project.

Reporting to the VLMS CMO and Vice President of Research, you will deliver high-quality support, assist with data management tasks in early stages, and contribute to an innovative, technical team focused on reliable system operations and user education.

Qualifications

• Education: Associate’s degree in computer science or related field or work equivalency.
• Excellent verbal and written communication skills.
• Excellent interpersonal and customer service skills.
• Professional and pleasant telephone manners.
• Ability to explain technical issues to technical and nontechnical employees and customers, in written documents, verbal instruction, or video recordings.
• Strong analytical and problem-solving skills.
• Proficient with Microsoft Office Suite or related software.
• Proficient with or the ability to quickly learn an array of computer hardware and software.

Responsibilities

• Provide users with solutions and assisting in troubleshooting.
• Continue product support and education to all users.
• Assist Data Scientist with beginning stages of Data Management within VLMS.
• Be part of an innovative, technical team led by VLMS CMO and the Vice President of Research.

Skills

Verbal and written communication

Interpersonal and customer service

Telephone etiquette

Explain technical issues clearly

Analytical and problem-solving

Microsoft Office proficiency

Education

Associate’s degree in computer science or related field

Bachelor’s degree preferred

Job description

The VLMS Technical Support Staff serves as a primary administrative staff for the VLMS/Syndromic Surveillance Research Project. The VLMS Technical Support Staff reports to the VLMS CMO and the Vice President of Research. This position provides high quality support by displaying sound judgment, accuracy, diplomacy, confidentiality, and discretion. The primary duties of the VLMS Technical Support Specialist is to provide users with solutions and assisting in troubleshooting. This position will be charged with continuing product support and education to all users. This position will participate in assisting with assisting the Data Scientist with beginning stages of Data Management within VLMS. The position is a part of an innovative and technical team led by VLMS CMO and the Vice President of Research.

Salary Range: $45,000.00 - $50,000.00

(Note: starting salary will be determined based upon previous experience, education, and skill set)

Requirements

• Education: Associate’s degree in computer science or related field or work equivalency.
• Licensure or certification: N/A
• Excellent verbal and written communication skills.
• Excellent interpersonal and customer service skills.
• Professional and pleasant telephone manners.
• Ability to explain technical issues to technical and nontechnical employees and customers, in written documents, verbal instruction, or video recordings.
• Strong analytical and problem-solving skills.
• Proficient with Microsoft Office Suite or related software.
• Proficient with or the ability to quickly learn an array of computer hardware and software.

Other skills important to this position

• Excellent interpersonal and communications skills
• Strong team player
• Commitment to company values
• Computer proficiency

Preferences

• Bachelor’s degree in computer science or related field preferred.
• At least three years of experience in customer technical support highly preferred

The successful candidate will be subject to a criminal history background check.

Regular, reliable or predictable attendance is an essential function of the job.

Working Conditions and Efforts:

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Working conditions may include frequent interruptions, working alone, evening and weekend work, repetitive tasks and exposure to computers and monitors.

Physical demands: While performing the duties of this job, the employee is occasionally required to sit; use hands and vision for office equipment such as computers; talk or hear; moderate telephone usage. The employee must occasionally lift and/or move up to 50 pounds, frequent walking, bending, reaching and standing.

Work environment: Office environment. Outside travel required 10% of time. The noise level in the work environment is usually minimal.

This position is classified as an exempt position because it requires that the candidate/employee exercise independent judgment and discretion regarding matters of significance.

Employment with VCOM is “at-will". This means employment is for an indefinite period of time and it is subject to termination by the employee or by VCOM, with or without cause, with or without notice, and at any time. Nothing in this position description or any other policy of VCOM shall be interpreted to be in conflict with or to eliminate or modify in any way, the “at-will” employment status of VCOM employees.

VCOM core values:

The employee is expected to adhere to all VCOM policies. As the environment is a professional college, VCOM faculty / staff are expected to dress and behave in a professional manner at work. VCOM faculty / staff are expected as VCOM employees, to be a person who obeys all laws and professional expectations of an upstanding citizen of the community. VCOM expects all employees to maintain a positive attitude in all working relationships with all VCOM departments, employees, medical students, prospective medical students, interns, and residents and to treat all other engaged in the duties of the employment, with mutual respect.

I am notified that the College is an equal opportunity employer and does not discriminate on the basis of age, sex, sexual orientation, ethnicity, religion, disability, or protected veteran status.