Intellatriage - Brentwood, TN
posted 19 days ago
Full-time
Remote - Brentwood, TN
Administrative and Support Services
About the position
The IT Specialist position at IntellaTriage is a newly created role focused on providing technical support in a patient-centered environment. The role involves managing workstations, troubleshooting technical issues, and assisting users with their queries. This position is essential for supporting the company's growth and improving technical support services, ensuring that patients receive the care they need at any time.
Responsibilities
- Serve as the first point of contact for customers seeking technical assistance over the phone or email
- Perform remote troubleshooting through diagnostic techniques and pertinent questions
- Determine the best solution based on the issue and details provided by customers
- Walk the customer through the problem-solving process
- Direct unresolved issues to the next level of support personnel
- Provide accurate information on IT products or services
- Record events and problems and their resolution in logs
- Follow-up and update customer status and information
- Pass on any feedback or suggestions by customers to the appropriate internal team
- Identify and suggest possible improvements in procedures
- Perform the IT portion of new employee training & onboarding
Requirements
- World-class customer service
- 1-2 years experience working in IT
- Some experience with Azure/M365
- Some experience with endpoint (Laptop) deployments
- Knowledge of computer systems, security, network and systems administration (Azure), databases, data storage systems, and VOIP systems
- Strong critical thinking and decision-making skills
- A grasp of IT infrastructure and operations best practices
- Experience working with remote workforce and users of all levels of technical aptitude
- Quickly and correctly diagnose and resolve basic technical issues
- Healthcare industry experience with an understanding of Information Security for PII/PHI as well as HIPAA requirements preferred
Nice-to-haves
- Experience in the healthcare industry
- Understanding of Information Security for PII/PHI
- Familiarity with HIPAA requirements
Benefits
- Competitive Benefit Package
