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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Lead Technical Support - **Company:** Scaled Health and Wellness, LLC - **Location:** Chelan, WA, United States - **Experience:** Expert - **Salary:** $62,000.0 - $85,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Backup Devices, Health Informatics, Software as a Service, HP Thin Clients, Network Topologies, Virtual Private Networks (VPN), Software Engineering, Software Project Management, Wireshark, Diagnostic Tools, Peripherals, Firewalls (Computer Science), Information Technology, Network Server - **Published:** September 9, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=a5cd2b8d66d1df1f ## About the Role * 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. ## Description 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.