cEEG Technical Operations Specialist

The cEEG Technical Operations Specialist has a strong background in IT technical troubleshooting, networking, serving as a critical link between remote EEG technologists, clinical sites, and internal IT teams. This role owns day-to-day technical operations - from morning triage of tech issues and daily log audits to hands-on support for onboarding, go-live, and virtual environment problems. The ideal candidate understands security protocols, HIPAA compliance, and PHI safeguarding, and is comfortable troubleshooting across EMR/EEG platforms, remote access tools (Citrix, SecureLink,VPN, VDI), and Microsoft applications. This individual also collaborates with IT support teams, equipment vendors, and remote application companies., Technical Troubleshooting

• Serve as the primary point of contact for troubleshooting technical issues both in-house and at clinical sites.
• Collaborate with clinical site help desks and IT support teams to resolve connectivity, software, and hardware problems impacting remote EEG monitoring.
• Triage direct messages, email, and the tech issues log each shift; resolve issues directly or escalate to IT with a ticket number and follow up to closure.
• Develop and implement technical solutions to improve system reliability and patient care.

Onboarding & Go-Live Support

• Guide new sites and technologists through onboarding, ensuring IT systems, access, and equipment are set up and functioning prior to go-live.
• Serve as the primary IT point of contact for onboarding questions, coordinating with site managers and leadership to resolve setup issues quickly.
• Evaluate site performance and technical stability after go-live, deliver IT-focused recommendations to leadership, and document lessons learned to improve future onboarding.

Account Access & Virtual Environment Support

• Troubleshoot and resolve account access errors across EMR, EEG, and remote monitoring platforms; coordinate with IT to reset credentials and restore permissions.
• Diagnose and resolve virtual environment issues (VPN, Citrix, VDI, and related remote access platforms) impacting technologist connectivity.
• Provide hands-on remote desktop support for session drops, latency, or connectivity failures, walking technologists through real-time troubleshooting to minimize monitoring downtime.
• Monitor for recurring virtual environment failures and report patterns to IT and leadership for long-term resolution.

Vendor and Application Management

• Establish and maintain relationships with large-scale equipment vendors and remote application companies to address and resolve system weaknesses.
• Collaborate on the development and integration of new technologies to enhance the performance of remote monitoring systems.

HIPAA and PHI Compliance

• Maintain compliance with HIPAA regulations regarding patient data privacy and security.
• Safeguard PHI by ensuring appropriate encryption, access controls, and data protection protocols are in place.

Logs, Audits & Documentation

• Maintain and audit the tech issues log, shift reports, billing log, and site-specifics log (SharePoint), following up on trends in timing, dates, and behavior.
• Review AI logs and EOS reports; manage session logs (disconnects, additions to audit log).
• Document all technical issues and resolutions and share new findings with the team to build a shared knowledge base.

Team & Leadership Support

• Assist the Remote Monitoring Manager and Supervisor with daily operations, including workflow management, troubleshooting, and forward planning.
• Prepare materials for recurring IT/cEEG meetings and proactively flag upcoming IT issues, transitions, or innovative project ideas to leadership.

Training & Onboarding of Staff

• Assist in training and onboarding new staff on technical processes and tools, including IT suggestions for new onboarding sites.

• 3+ years of experience in IT support with a focus on technical troubleshooting and problem-solving.
• Knowledge of security protocols and HIPAA compliance.
• Experience troubleshooting remote access and virtual environments (VPN, Citrix, VDI).
• Proven ability to develop and maintain relationships with clinical site IT teams and external vendors.
• Experience working with remote applications.
• Excellent communication and organizational skills.
• Ability to work independently and in a team environment.

Preferred Skills

• General familiarity with EEG monitoring concepts is a plus, but not required.
• Prior exposure to EEG/EMR platforms (e.g., Natus Neuroworks, Nihon Kohden, Cadwell) is helpful but not required - training on clinical systems is provided; strong IT/networking proficiency is the priority.
• Familiarity with Microsoft 365 applications (Teams, OneNote) and general PC/network troubleshooting.
• Familiarity with IT networking and remote connectivity solutions.
• Strong analytical and critical thinking skills to identify technical gaps and propose innovative solutions., * in IT support (technical troubleshooting/problem solving): 3 years (Preferred)

Pulled from the full job description

• Paid training
• On-the-job training
• Professional development assistance
• Tuition reimbursement
• 401(k)
• Health insurance
• Retirement plan, * 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Life insurance
• On-the-job training
• Paid time off
• Professional development assistance
• Retirement plan
• Tuition reimbursement
• Vision insurance