Lead Technical Support

We are seeking a Lead Technical Support (Tech Support 2) professional to deliver advanced technical support tailored for healthcare settings. This role is not a management position, but requires expertise in supporting a broad range of devices, including PCs, laptops, printers, peripherals, and biomedical equipment. Candidates should demonstrate strong troubleshooting skills, a customer-focused approach, and experience collaborating with healthcare professionals, including physicians, nursing staff, and administrative teams. Familiarity with managed service provider (MSP) environments is essential, as the role involves ensuring a high standard of IT support in dynamic, critical settings. This position also requires participation in an on-call rotation to ensure 24/7 support for healthcare facilities, with the ability to assess and respond to critical issues timely and effectively., Technical Support & Customer Service:

• Provide advanced frontline support for hardware and software issues, particularly in healthcare settings, including PCs, laptops, printers, peripherals, and biomedical devices.
• Engage effectively with physicians, nurses, and administrative staff to understand their needs, provide guidance, and resolve technical issues swiftly to minimize disruption to healthcare operations.
• Troubleshoot and resolve complex technical issues under challenging timelines, prioritizing patient safety and operational continuity.
• Consult with end users to determine the cause of technical problems, guiding them through diagnostic and troubleshooting processes.
• Participate in an on-call rotation to provide 24/7 support for critical healthcare operations, ensuring rapid response and resolution.
• Collaborate with third-party vendors for repairs and replacements, managing relationships with biomedical and software vendors to support clinical operations.

Systems Management & Security:

• Support, maintain, and upgrade Windows, Thin Clients, and operating systems associated with endpoint devices in a healthcare context.
• Manage endpoint software, MDM solutions, and SaaS applications, ensuring that updates and security are in place.
• Oversee the lifecycle management of end-user devices, including asset management, procurement, and disposal, aligned with healthcare regulations.
• Implement endpoint security measures to protect data privacy and patient information, adhering to healthcare compliance standards (HIPAA, HITECH).
• Maintain comprehensive documentation and report on device health, with attention to healthcare-specific compliance requirements.

Acquisition & Deployment:

• Create and deliver standardized workstation/device images, tailored for healthcare environments with security and compliance considerations.
• Manage and maintain accurate device catalogs and asset management systems, particularly for hospital and clinic settings.
• Oversee device leasing, managing financial aspects related to device ownership and lifecycle in alignment with healthcare financial regulations.

Operational Management:

• Demonstrate a strong understanding of device mechanics, operability, and connectivity within large healthcare networks.
• Proactively monitor, patch, and update devices, ensure minimal downtime in healthcare environments.
• Troubleshoot and resolve complex issues with endpoint functionality, supporting various healthcare applications and systems.
• Apply ITIL processes for best practices in device and endpoint management.
• Proven experience in endpoint security principles and device management in healthcare settings.
• Critically assess issues to determine root causes and prioritize responses based on potential impact on healthcare operations.

• High School Degree required; technical certifications preferred (e.g., CompTIA A+, Network+, Healthcare IT certifications)., * Minimum of 5 years of technical support experience, preferably in a healthcare or MSP environment.
• Proven experience with Windows updates, software management, and data backup solutions.
• Competence in using troubleshooting tools such as Wireshark, supporting both general IT and healthcare-specific technologies.
• Familiarity with data privacy practices and healthcare compliance (HIPAA, HITECH).
• Expertise with Windows OS, Thin Clients, mobile devices, and biomedical devices.
• Fundamental knowledge of network topology, servers, storage, firewalls, and VPNs, with an emphasis on healthcare IT systems.

Skills and Competencies:

• Customer Service: Exceptional interpersonal skills, with a strong focus on providing support in healthcare settings and managing relationships with clinical and administrative staff.
• Technical Proficiency: Proficient in troubleshooting and managing various healthcare-related IT systems and equipment.
• Analytical & Critical Thinking: Strong problem-solving abilities with the capacity to critically assess technical issues, prioritize responses, and ensure continuity of healthcare operations.
• Communication: Excellent communication skills, with the ability to explain technical concepts to non-technical users.
• Mentorship: Ability to guide and mentor junior technical support staff, promoting knowledge sharing and professional development.
• Teamwork: Demonstrated teamwork and collaboration skills, particularly in high-stakes healthcare settings.
• Compliance and Security Awareness: Knowledge of and adherence to healthcare compliance standards, including HIPAA, HITECH, and best practices in data privacy.

$62,000.00 - $85,000.00 per year, * 401(k)

• Health insurance
• Dental insurance
• Vision insurance
• Paid time off
• Sick time
• Life insurance
• Long-term and Short-term disability, * 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Scaled Health provides technology management services to healthcare organizations nationwide, with a focus on supporting smaller healthcare providers, including Critical Access Hospitals, Rural Healthcare, Long-term Care, EMT services, and Federally Qualified Health Centers (FQHCs). Our unique and innovative support models deliver enterprise-class technology management and “Department as a Service” to underserved communities, ensuring these vital healthcare providers have the technical expertise to support day-to-day operations, enhance security, and drive operational efficiencies. By supporting existing technology and recommending strategic improvements, we help hospitals and clinics thrive in their mission to deliver quality care.