Responsible for providing direct support to SHCP Physicians working within all hospital and SHCP based healthcare systems.  Also providing technical support to include issue triage, ticket assignment, tier I & 2 issue resolution, account management, and systems monitoring; include providing accurate and efficient tier Ill support for healthcare reporting environments, workstations and peripherals issues, recommending hardware, scheduling, receiving, storing & distributing software, hardware & equipment according to company policy & procedures and asset tracking.

1. Create and manipulate templates and macros in healthcare systems (i.e. EPIC Beaker, PowerPath, Dragon, Powerscribe, ConcentriqDx, etc..).
2. Provide outstanding customer service and a positive support experience by interfacing directly with Spectrum Physicians and employees on issues, communicating in a clear, concise manner
3. Coordinate and closely work with team members, end-users, and technical staff on problem resolution, tracking, monitoring, and reporting
4. Collect appropriate information needed to triage, assign and solve tier I & 2 tickets regarding software, hardware, and operational problems and appropriately know when to escalate to tier III support
5. Provide remote software installation and configuration support
6. Accurately perform account creation, management, and deletion per documented processes and procedures
7. Accurately and timely perform remote connection administration per documented processes and procedures
8. Accurately and efficiently answer help desk calls during high volume or as assigned
9. Manage print queues and drivers using documented issue resolution and troubleshooting procedures per documented processes and procedures
10. Workstation management and adherence to all security requirements
11. Follow basic troubleshooting procedures to accurately troubleshoot basic network administration and connectivity issues and appropriately know when to escalate
12. Liaison with departments to coordinate technology needs
13. Performing one on one IT training for new staff.
14. Act as an escalation point for 3rd party service desks.
15. Write and update “how-to”, knowledgebase, and procedure documentation
16. Follow established processes and standards, identify and propose improvements as necessary
17. Maintain a high-level knowledge of desktop, network, healthcare, central services business applications and mobile technologies

• Works directly with Spectrum Pathologists in developing and maintain templates and macros in healthcare systems.
• Troubleshoots and identifies possible root cause issues and errors; determine prioritization and escalation paths; strong ownership and reliable follow through skills
• Follows purchasing guidelines to order, receive and track hardware, software, and maintenance contracts as needed
• Participates in process improvements and other duties as assigned
• OS Imaging and deployment
• Supports multiple sites in a fast paced environment
• Attends meetings as assigned and participates in educational activities to keep skills up to date
• Demonstrates professionalism at all times
• Displays cooperative behavior and interacts positively and effectively with others to promote a team environment
• Performs other duties necessary to maintain the overall efficiency and continuity of the dept
• Is proactive in identifying, reporting and participating in the resolution of any potential or safety issues

• Associates or Bachelor’s Degree in related field; or equivalent of education and 5 years healthcare industry experience
• Possesses or has the ability to obtain an EPIC Beaker, or similar, certification.
• Detailed knowledge of hospital based reporting systems (EPIC, PowerScribe, Dragon, PowerPath, etc..)
• Expert understanding of current Windows operating systems and current Microsoft Office products including Microsoft 365
• Experience in Hospital Laboratory settings, Pathology is desired.
• Ability to troubleshoot and identify possible root cause issues and errors; determine prioritization and escalation paths; strong ownership and reliable follow through skills
• Understands principles of computer system operations, LANs, and WANs, Operating Systems, and peripherals
• Understands Hardware maintenance and/or configuration experience; A certified a plus
• Demonstrated database concepts; SQL skills a plus
• Desktop and Laptop hardware knowledge Dell, HP & Apple
• Demonstrated hardware maintenance and/or configuration experience; A certified preferred
• Basic database concepts; SQL skills a plus
• Experience and ability to thrive in a team oriented, customer service environment
• Excellent communication and interpersonal skills with the ability to communicate effectively with all levels of the organization
• Excellent customer service skills
• Excellent documentation skills, ability to write technical processes and procedures
• Preferred CompTIA A certification or higher (current)
• Current valid driver’s license                                                                   

PHYSICAL DEMANDS / WORK ENVIRONMENT

1. Travel to various sites of service
2. Work environment includes computer related noise levels
3. Continual use of computer keyboard, mouse and other associated peripherals
4. Extended standing and walking, lifting of computer equipment (30-50 pounds)

• Health Insurance (80% company paid)
• Health Savings Account (Company Match: $3,000 family plan / $1625 individual plan)
• Dental & Vision Insurance Plans
• 401(k) Match and Profit-Sharing Plan
• Life and Accidental Death and Dismemberment Insurance (company paid)
• Long-term Disability Insurance (company paid)
• Short-term Disability Insurance (company paid)
• Generous paid time off
• Voluntary, Employee-Paid Benefits
• Medical Reimbursement Plan
• Dependent Care Plan