Provides technical support to the organization's customers on proprietary applications and hardware (e.g., PCs, servers, and related infrastructure) via phone, email, and other support channels. Answers questions regarding system procedures, application functionality, systems status, and downtime procedures. Recommends maintenance and configuration best practices that improve product usability, performance, and customer satisfaction. Collaborates with network services, software engineering, application development, and other support teams to restore service and identify root causes of issues. Escalates complex inquiries when appropriate and maintains a troubleshooting log to ensure timely resolution of customer issues.
These Goals and objectives are not to be construed as a complete statement of all duties performed; employees will be required to perform other job related duties as required. Goals and objectives are subject to change.
All activities must be in compliance with Equal Employment Opportunity laws, HIPAA, ERISA and other regulations, as appropriate.
An Ideal Candidate Would
- Using basic technical skills, be able to produce working solutions of limited complexity to both technical and non-technical problems that are presented.
- Be adept at integrating with a team and working collaboratively to solve problems.
- Begin approaching solutions to problems as the sum of multiple parts, not simply atomic tasks.
- Be able to address defined problems using existing standard operating procedures.
- Be involved in support discussions from a technical standpoint.
- Be able to take on responsibilities outside of the traditional support role when necessary.
- Take initiative and demonstrate basic troubleshooting practices.
- Identify and communicate potential risks or roadblocks when encountered.
- Demonstrate increasing self-reliance while continuing to seek guidance when appropriate.
- Show commitment to meeting team commitments and customer expectations.
Essential Functions
- Provide client software, server components, peripheral software, and hardware support for TruBridge EHR products.
- Install and troubleshoot Apache web-based applications.
- Assist with network setup, security, and communications.
- Provide support for Terminal Server and VDI systems.
- Support image acquisition, storage, conversion, and printing.
- Provide Active Directory management.
- Provide AIX server support and assist with data migrations.
- Support Linux and Windows server environments, networking, file systems, and backups.
- Assist in troubleshooting escalated tickets and work with development teams toward resolution.
- Create a collaborative environment with other team members to ensure overall team effectiveness.
- Identify and communicate potential risks and roadblocks.
- Meet team commitments and assigned objectives.
- Utilize support tools and systems on a day-to-day basis.
- Continue developing technical independence and ownership of assigned work.
Minimum Requirements Education / Experience / Certification Requirements
- Bachelor's Degree in a technical field of study or equivalent work experience.
- Educational or practical experience with Linux or Windows Servers, Networking, Desktop Support, or related technologies.
- Ability to be flexible and work analytically in a problem-solving environment.
- Excellent written and verbal communication skills.
- Excellent interpersonal skills.
- Strong organizational, multitasking, and time-management skills.
- Must be detail-oriented and able to follow issues through to resolution.
- Must be able to work both independently and as a member of a team.
- Ability to convey technical concepts and terminology in easy-to-understand language.
- Demonstrates willingness to learn and accept mentoring.
- Ability to lift and carry up to approximately 50 pounds.
- Occasional travel (25% or less).
Preferred Qualifications:
- Previous customer service, help desk, call center, retail technology, or customer-facing support experience.
- Familiarity with healthcare technology, EHR systems, medical imaging, or healthcare workflows.
- Understanding of basic networking concepts including TCP/IP, DNS, DHCP, and network troubleshooting.
- Exposure to Windows Server, Linux, Active Directory, virtualization technologies, or remote support tools.
- Demonstrated ability to communicate technical concepts to both technical and non-technical audiences.
- Technical certifications such as CompTIA A+, Network+, Security+, Linux+, or equivalent coursework/certifications.
Individual Contributor