IT Support Specialist

Position Summary:

Equum Medical is an Acute Care Telehealth company, enabling access to specialty care across a

variety of clinical settings. We understand the urgent need for Acute Care Telehealth and the difficult challenges hospitals face filling gaps in coverage, improving the lifestyle of their on-site clinicians, and extending patient care in specialty areas.

For over 10 years, Equum Medical has been staffing board certified Critical Care Physicians with an average of six years of tele-critical care experience in remote monitoring. We've enabled numerous hospitals and health systems to care for a large number of patients, improve patient care, and deliver a positive financial impact.

General Overview

The role of the IT Support Specialist is to provide IT related support utilizing phone, chat, email, or the ticketing system to communicate with our staff and customers. The IT Support Specialist tasks entail but are not limited to the following: systematically triaging/resolving computer hardware, applications, networks, operating systems, and other Equum Medical supported peripherals. The analyst is expected to capture customer and reported issue details during in-take before escalating and handing off to higher levels of support.

The applicant must have availability from 2:00pm-11:00pm Monday-Friday, plus a rotating split on-call schedule for nights and weekends.

Principal Duties and Responsibilities

· Provide first-level technical support to employees and clients locally or remote via phone, email, ticketing system and in-person.

· Diagnose and troubleshoot technical issues, including hardware, software, and general networking problems.

· Document and track issues using the company's ticketing system.

· Escalate issues to higher levels of support as needed.

· Maintain technical documentation and knowledge base.

· Stay up-to-date with new technologies and best practices in the healthcare industry.

· Provide excellent customer service to our employees and customers.

· Comply with all HIPAA standards in the protection and treatment of Personal Health Information (PHI).

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Associates degree in computer science or related field, or equivalent work experience.
• 1-3 years of experience in technical support role.
• Experience with M365 tools and administration a plus.
• Strong customer service skills.
• Self-motivated, resourceful, and able to take initiative.
• Strong ability to work independently and within team setting to achieve desired outcomes.
• Confident working independently.
• Highly responsive and approachable by employees.
• Knowledge of hardware, software, and networking concepts.
• Experience with ticketing systems and technical documentation.
• Excellent verbal and written communication skills.
• Ability to work in a fast-paced environment.
• Healthcare industry experience is a plus.

Work Environment & Physical Requirements

· Position is in an indoor office setting that involves everyday risks or discomforts requiring normal safety precautions.

· Position includes prolonged periods of sitting at a desk and working on a computer.

· Ability to life and carry 50lbs short distances within an office or home.

Job Type: Full-time

Pay: $50,000.00 - $55,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 1 year
• Under 1 year

Schedule:

• Evening shift
• On call
• Weekdays

Ability to Relocate:

• Brentwood, TN: Relocate before starting work (Required)

Work Location: In person

Salary : $50,000 - $55,000