IT Help Desk Support Technician

Trubridge - Remote, OR

Full-time - Entry Level

Remote, OR

Professional, Scientific, and Technical Services

About the position

TruBridge is seeking an Entry Level Desktop/Server Technician to provide front-line technical support for our applications and products in the rural healthcare market, specifically within Hospitals, Clinics, and Long-Term Care Facilities. This role is crucial as it serves as the direct link between the company and its existing and potential customers. The technician will be responsible for answering phones, providing troubleshooting information, and analyzing customer needs related to the PACS product offered by TruBridge EHR. The ideal candidate will possess strong communication skills and a support background, enabling them to effectively assist clients with technical issues and inquiries. In this position, the technician will collaborate with network services, software systems engineering, and application development teams to restore services and identify problems. They will be expected to produce working solutions to both technical and non-technical problems, narrowing down the root causes of issues during troubleshooting. The technician should approach problem-solving as a holistic process, considering multiple factors rather than treating issues as isolated tasks. Proficiency in applying new patterns and techniques for troubleshooting is essential, as is the ability to engage in technical discussions and take on responsibilities beyond traditional support roles when necessary. Essential functions of this role include providing support for client software, server components, and peripheral hardware for TruBridge EHR PACS. The technician will install and troubleshoot proprietary software, assist with network setup and security, and support image acquisitions, storage, conversion, and printing. They will also provide Windows server support, assist with data migrations, and support both Linux and Windows server environments, including networking, file systems, and backups. The technician will be involved in troubleshooting escalated tickets and collaborating with development teams to find resolutions, while also fostering a collaborative environment within the team to ensure overall effectiveness.

Responsibilities

• Provide client software, server components, peripheral software and hardware support for TruBridge EHR PACS.
• Install and troubleshoot proprietary software.
• Assist with network setup, security, and communications.
• Support image acquisitions, storage, conversion, and printing.
• Provide Windows server support and assist with data migrations.
• Support both Linux and Windows server environments, networking, file systems, and backups.
• Assist in troubleshooting escalated tickets and work with development on a resolution.
• Create a collaborative environment with other team members to ensure the team's overall effectiveness.
• Identify and communicate potential risks and roadblocks.
• Show ability to meet team commitments.
• Use support tools on a day-to-day basis.
• Become more self-reliant, especially on team-related items.

Requirements

• Bachelor's Degree in a Technical field of study or equivalent work experience.
• Educational or practical work in Linux or Windows Servers, Networking, Desktop Support, etc.
• Ability to be flexible and work analytically in a problem-solving collaborative environment.
• Excellent communication and interpersonal skills.
• Strong organizational, multi-tasking, and time-management skills.
• Detail-oriented and able to follow through on issues to resolution.
• Ability to act both independently and as a team member.
• Ability to convey technical processes and terminology into easy-to-understand language.
• Willingness to learn and accept mentoring.
• Ability to carry ~50lbs or less.

Nice-to-haves

• Knowledge of the HL7 / DICOM standards in theory and practice.
• Basic knowledge of current server operating systems (Windows and Linux), virtual environments, and networks.
• Working knowledge of VPN (virtual private network) and NAT (network address translation) technologies.
• Basic knowledge of database structures and ability to create database queries (e.g. SQL).
• Understanding PACS integration processes with Hospital Information Systems (HIS) and Radiological Information Systems (RIS).
• Knowledge of modalities and PACS workstations.

Benefits

• Work remotely with a work/life balance approach.
• Robust benefits offering, including 401(k).
• Generous time off allotments.
• 10 paid holidays annually.
• Employer-paid short term disability and life insurance.
• Paid Parental Leave.