IT Support Specialist

Join Equum Medical and be a driving force in revolutionizing acute care telehealth. As an innovative leader in the healthcare technology industry, Equum Medical is dedicated to transforming how patients access critical medical services.

Our cutting-edge telehealth solutions empower healthcare professionals to deliver exceptional care remotely, bridging gaps in accessibility and enhancing patient outcomes. By joining our dynamic team, you will have the unique opportunity to shape the future of acute care telehealth, significantly impacting countless individuals' lives while pushing the boundaries of what's possible in modern healthcare.

We also promote flexible scheduling to help maintain work/life balance and long-term career sustainability. Together, let's lead the way in providing seamless, high-quality care to patients when they need it most.

Position Summary

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.

Key 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).

Knowledge and Skills

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.

• Associate degree in computer science or related field, or equivalent work experience.
• 1-3 years of experience in technical support role or equivalent education and certifications (A+, Network+, Security+).
• 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.

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.

Schedule

• Shift Requirements: For the first 90 days employee needs to be flexible in work schedule as you will be shadowing and training. After 90 days the shift will move to Sat, Sun, and Mon from 6:00 AM CST-8:00 PM CST, with Tues-Fri off. In addition, all team members are expected to an on-call schedule for nights and weekends that will be determined by the department leader.

Ability to Relocate

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

In addition to a base salary, this position is eligible for flexible PTO, 401k, and benefits (subject to eligibility requirements). Total compensation is based on several factors, including type of position, location, education level, work experience, and certifications. This information is applicable for all full-time positions only.

We are an Equal Opportunity Employer, committed to a diverse and inclusive workplace.

We do not discriminate against any job candidate or employee based on age, race, religion, color, ethnicity, national origin, gender, gender identity/expression, sexual orientation, membership in an employee organization, medical condition, family history, genetic information, veteran status, marital status, parental status, or pregnancy.

Equum Medical respects your privacy and is committed to maintaining the confidentiality and security of your personal information.