Vitalograph - Lenexa, KS
posted about 2 months ago
Full-time - Mid Level
Remote - Lenexa, KS
Computer and Electronic Product Manufacturing
About the position
The Help Desk Support Specialist - Level 2 (EMR) at Vitalograph is responsible for providing second-level technical support primarily focused on electronic medical records (EMR) integration and troubleshooting. This role is crucial in ensuring efficient data management and connectivity between respiratory diagnostic devices and EMR systems, thereby enhancing the overall user experience for healthcare professionals.
Responsibilities
- Respond to inbound support requests from end-users experiencing issues with EMR functionality, connectivity, and data integration.
- Guide customers through basic troubleshooting steps for EMR connectivity with respiratory diagnostics equipment.
- Accurately log all support incidents in the ticketing system, detailing issues, solutions, and escalations when needed.
- Educate users on EMR best practices related to the technology and conduct brief training sessions.
- Collaborate with Level 2 Support and Field Service Engineers for complex technical issues or onsite service needs.
- Ensure consistent data quality and integration compliance with regulatory standards.
Requirements
- Associate degree in information technology, health informatics, or a related field (or equivalent experience).
- Foundational knowledge of EMR systems and healthcare data management.
- Prior experience with healthcare technology or EMR platforms (e.g., Epic, Cerner, Allscripts) preferred.
- Strong interpersonal skills, especially within healthcare environments.
- High level of accuracy in documenting support cases and ensuring data integrity.
- Ability to remain calm under pressure and quickly analyze and resolve technical issues.
- Excellent verbal and written communication skills.
Nice-to-haves
- Experience with EMR systems like Epic, Cerner, or Allscripts.
- Leadership experience in a technical support role.
Benefits
- Health insurance
- 401(k)
- Tuition reimbursement
- Paid time off
- Professional development assistance
