Technical Support Analyst (Remote – Los Angeles Area)
About Med Tech Solutions
Med Tech Solutions (MTS) is a leading healthcare cloud computing company focused on reducing the complexity of IT. We work exclusively with healthcare organizations throughout the United States, providing simple, cost-effective Healthcare IT (HIT) and cloud solutions.
Learn more at www.medtechsolutions.com.
Position Overview
Med Tech Solutions is seeking a Technical Support Analyst to join our Call Center Support team.
The primary responsibility of this role is to provide first-call resolution for technical issues whenever possible and escalate more complex issues to the appropriate support team when necessary.
This is a remote position; however, candidates must reside in the Los Angeles area and have reliable transportation. Occasional onsite travel to client locations may be required to address issues that cannot be resolved remotely. While onsite visits are infrequent, candidates must be available and able to travel when needed.
Job Type: Full-Time
Work Location: Remote (Los Angeles Area Candidates Only)
Schedule: Monday – Friday, 8:00 AM – 5:00 PM Pacific Time
On-Call Requirement: Approximately one week every ten weeks after training completion.
Training Requirement -Upon hire, the selected candidate will attend a one-week training session at our Oregon office. MTS will cover all approved travel expenses.
Essential Duties and Responsibilities
- Receive and review incoming client support requests via phone, email, and the online ticketing portal.
- Create and document support tickets for issues received by phone.
- Provide Level 1 and Level 2 remote technical support for and not limited to:
- Login and access issues
- Printing problems
- Basic network troubleshooting
- Desktop and server support
- Support and administer technologies including and not limited to:
- Active Directory
- Microsoft Windows
- Windows Server
- Microsoft 365
- Microsoft 365 Admin Center licensing
- PC deployment and configuration
- Printer and scanner setup
- Evaluate incoming support requests and escalate issues based on complexity, scope, or required resolution time.
- Assist in managing and maintaining servers and workstations, including operating system updates, third-party patching, antivirus updates, and malware protection using RMM tools.
- Maintain regular communication with customers regarding the status of open issues.
- Deliver exceptional customer service through professional phone, email, and written communications.
- Assist with internal IT requests and departmental projects as needed.
- Follow established IT change management policies and procedures.
- Comply with all IT policies, procedures, and security standards, including role-based access controls and segregation of duties.
- Adhere to HIPAA regulations and applicable cybersecurity framework requirements.
- Participate in an on-call rotation approximately one week every ten weeks following completion of training.
- Travel onsite to client locations when necessary to resolve issues that cannot be addressed remotely.
Qualifications and Requirements
- Strong customer service skills and experience in a call center or help desk environment.
- Excellent verbal and written communication skills, including professional telephone etiquette.
- Proficient in English.
- Working knowledge of Microsoft Windows operating systems and Microsoft applications.
- Strong organizational and problem-solving skills.
- Results-oriented with a commitment to delivering exceptional customer service.
- High-level understanding of healthcare and clinical workflows preferred.
- Ability to work independently with minimal supervision.
- Ability to manage multiple priorities in a fast-paced environment.
Preferred Certifications (Not Required)
The following industry certifications are preferred and may be substituted with equivalent experience:
- CompTIA (A+, Network+, Security+)
- Microsoft Certifications (Windows Server, Azure, Microsoft 365)
- ITIL Foundation Certification
Experience
- Minimum of 2 years of related technical support experience and/or training, or an equivalent combination of education and experience.
- Experience in a call center or help desk environment preferred.
- Healthcare IT experience preferred.
- Experience supporting Electronic Health Record (EHR) and/or Practice Management systems preferred.
Education
Associate degree or equivalent work experience in Information Systems, Information Technology, Business Management, or a related field preferred
Benefits
MTS offers a comprehensive benefits package including:
- Paid Time Off (PTO)
- Paid Holidays
- Ongoing Training and Professional Development
- Multiple Medical Plan Options
- Dental Insurance
- 401(k) with Company Match
- Flexible Spending Account (FSA)
- Disability Insurance
- Company-Paid Life Insurance
In addition, MTS promotes a positive and engaging workplace culture through employee social events, team-building activities, and professional growth opportunities.
Job Type: Full-time
Pay: $27.00 - $35.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Professional development assistance
- Referral program
- Retirement plan
- Vision insurance
Application Question(s):
- Do you have reliable transportation for occasional on-site visits?
- Are you available to work 8:00 AM – 5:00 PM Pacific time zone?
Experience:
- Customer service: 2 years (Preferred)
Location:
- Los Angeles, CA (Required)
Work Location: Remote
