Implementation & Support Technician

$55,000 - $65,000/Yr

Getwellnetwork - Bethesda, MD

Full-time - Entry Level

Remote - Bethesda, MD

501-1,000 employees

Professional, Scientific, and Technical Services

About the position

The Implementation & Support Technician plays a crucial role in supporting the Implementation Team at Get Well, focusing on enhancing digital patient engagement through technical support and training. This position involves significant travel, providing on-site assistance during system installations, upgrades, and troubleshooting, ensuring clients effectively utilize Get Well's technology to improve patient outcomes.

Responsibilities

• Provide contracted client specific onsite support, including troubleshooting, hardware investigation, issue diagnostics, and equipment RMA assistance.
• Conduct site surveys and provide consultation for site surveys.
• Create bill of materials and installation quotes for projects.
• Support implementation and deployment of equipment for clients.
• Communicate with internal staff and clients regarding technical projects, including scheduling and issue coordination.
• Create deployment plans for active projects and provide post-implementation support as necessary.
• Create and maintain internal and external training documentation for client staff.
• Train client staff on hardware and troubleshooting processes, including RMA procedures.

Requirements

• At least 2 years of Customer Service/IT Support experience or demonstrated technical aptitude.
• Ability and willingness to travel up to 80%.
• Previous work experience in a hospital environment is preferred.
• Experience managing, supporting, or deploying complex IT systems is beneficial.
• Familiarity with major Healthcare EMR vendors is a plus.
• Adherence to organizational information security policies regarding sensitive information.

Nice-to-haves

• Empathetic and strong listening skills for assisting clients and patients.
• Passionate about technology and its application in healthcare.
• Ability to multitask and handle complex matters independently.
• Clear communication skills to explain technical concepts to non-technical individuals.

Benefits

• 401K and incentive plans
• Open paid-time away
• Paid leave programs
• Wellness reimbursement
• Cell phone subsidy
• Peer recognition programs
• Health advocacy and employee assistance programs
• Pet insurance