This is not a remote position. The role is based in White Salmon, WA. You will be required to be on-site. If relocation is required fees are not reimbursed.
Company Overview:
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.
Job Overview:
We are seeking a Lead Technical Support professional to deliver advanced technical support tailored for healthcare settings. This role 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 an ability to assess and respond to issues critically and efficiently.
Key Responsibilities:
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, ensuring 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.
Qualifications:
Education:
- High School Degree required; technical certifications preferred (e.g., CompTIA A+, Network+, Healthcare IT certifications).
Experience:
- 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 with 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.
Salary:
$62,000.00 – $85,000.00 per year
Benefits:
- 401(k)
- Health insurance
- Dental insurance
- Vision insurance
- Paid time off
- Life insurance
- Retirement plan
Job Type: Full-time
Schedule:
- 8-hour shift
- Monday to Friday
- On-call rotation for 24/7 support
Ability to Commute:
- White Salmon, WA 98672 (Required)
Work Location: In Person
Job Type: Full-time
Pay: $62,000.00 - $85,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Ability to Commute:
- White Salmon, WA 98672 (Required)
Work Location: In person
