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Technical Support Specialist, Off Hours

Meditech

Meditech

IT, Customer Service
Massachusetts, USA
Posted on Tuesday, May 14, 2024
Job Type
Full-time
Description

The Off Hours Technical Support team plays a critical role in ensuring our customers have a reliable, secure, and high-performing MEDITECH EHR system. Off Hours Technical Support tackles everyday technical problems impacting the system's core code, web infrastructure, and integrations (REST APIs). Beyond troubleshooting, Off Hours Technical Support collaborates with customers and vendors on large-scale IT projects. This collaborative effort addresses a wide range of issues, including software bugs, hardware malfunctions, network problems, and functionality issues within the customer's MEDITECH EHR solution.

As a member of our Technical Support team, your job would involve:

  • Identifying and troubleshooting technical issues related to hardware, networking, operating systems, database, cloud structures, and related areas
  • Working with other members of the Off Hours technical team to triage and resolve identified issues, including those they may lie in the infrastructure and/or in our applications
  • Acting as a front-line technical resource for recognizing and resolving technical issues in the healthcare field, understanding the critical nature of any system disruption in a healthcare setting
  • Working on scheduled customer technical projects, meant to limit customer downtime by doing them off hours. Examples include assisting with data center moves, hardware and software upgrades, Windows patching, system-level code delivery, etc.
  • Responsible for collaborating with our customers and assisting our vendor partners on large-scale IT projects involving software, hardware, network, and functionality issues with their MEDITECH EHR solution
  • Position is located in our Lowder Brook (Westwood) location, with certain days allowed in Foxborough
  • Hours for the position are Monday - Friday, 5PM to 12:00AM
  • Position includes a 10% shift differential.
Requirements
  • Bachelor’s or associate degree with coursework in a computer programming-related field
  • Familiarity with Windows Server and desktop environments
  • LAN/WAN and PC maintenance skills
  • Experience with database management and architecture
  • Flexible and aggressive approach to problem solving
  • Exceptional written and verbal communication skills
  • Strong analytical skills and problem solving skills
  • Ability to multitask in a fast-paced environment

This is a hybrid role which includes a blend of in-office and remote work as designated by the management team.

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire. MEDITECH will not sponsor applicants for work visas.