Lead Technical Support

Responsibilities

• Deliver advanced frontline support for hardware and software in healthcare environments, including PCs, laptops, printers, peripherals, and biomedical devices.
• Work with physicians, nurses, and administrative staff to understand needs, offer guidance, and resolve technical issues quickly to minimize disruption.
• Troubleshoot complex problems under tight timelines, prioritizing patient safety and operational continuity.
• Consult with end users to identify root causes and guide them through diagnostic steps.
• Join an on-call rotation to provide 24/7 support for critical healthcare operations.
• Coordinate with third-party vendors for repairs and replacements; manage relationships with biomedical and software vendors to support clinical services.
• Support, maintain, and upgrade Windows endpoints, thin clients, and related operating systems used in healthcare devices.
• Manage endpoint software, MDM solutions, and SaaS applications, ensuring updates and security controls are in place.
• Oversee lifecycle management of end-user devices, including procurement, asset tracking, and disposal, in line with healthcare regulations.
• Implement endpoint security measures to protect patient data, aligning with HIPAA and HITECH requirements.
• Maintain thorough documentation and reporting on device health, with attention to healthcare compliance needs.
• Create and deploy standardized workstation and device images tailored for healthcare environments with security and compliance in mind.
• Maintain accurate device catalogs and asset management systems, especially for hospital and clinic settings.
• Oversee device leasing and related financial aspects of ownership and lifecycle in accordance with healthcare regulations.
• Demonstrate a strong understanding of device mechanics, operability, and connectivity within large-scale healthcare networks.
• Proactively monitor, patch, and update devices to minimize downtime in clinical settings.
• Troubleshoot and resolve complex endpoint issues affecting healthcare applications and systems.
• Apply ITIL principles to best practices in device and endpoint management.
• Show proven experience with endpoint security principles and device management in healthcare contexts.
• Critically assess issues to identify root causes and prioritize responses based on potential impact to healthcare operations.

Requirements

• Minimum of 5 years of technical support experience, preferably in a healthcare or MSP environment.
• Experience with Windows updates, software deployment, and data backup solutions.
• Proficiency with troubleshooting tools such as Wireshark for both general IT and healthcare 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 emphasis on healthcare IT systems.
• High School Diploma required; technical certifications preferred (e.g., CompTIA A+, Network+, Healthcare IT certifications).
• Customer service: exceptional interpersonal skills with a focus on healthcare settings and managing relationships with clinical and administrative staff.
• Technical proficiency: capable of troubleshooting and managing diverse healthcare IT systems and equipment.
• Analytical and critical thinking: strong problem-solving abilities with the capacity to assess issues, prioritize responses, and ensure continuity of healthcare operations.
• Communication: ability to explain technical concepts to non-technical users clearly.
• Mentorship: ability to guide and mentor junior technical support staff.
• Teamwork: proven collaboration skills, particularly in high-stakes healthcare environments.
• Compliance and security awareness: knowledge of HIPAA, HITECH, and data privacy best practices.

Technologies

• Windows OS
• Wireshark
• MDM solutions
• SaaS applications
• Thin Clients

Benefits

• 401(k)
• Health insurance
• Dental insurance
• Vision insurance
• Paid time off
• Life insurance
• Retirement plan

Salary

$62,000.00 – $85,000.00 per year

Schedule

• 8-hour shift
• Monday to Friday
• On-call rotation for 24/7 support

Location

White Salmon, WA 98672 (onsite)

Work Location

In Person

Qualifications

Education: High School Degree required; relevant technical certifications are a plus.