Support level 1 technical issues for Windows-based medical devices and applications in a remote monitoring environment.

Handle incoming customer technical issues by providing resolution or escalating in a timely manner
Support customer requests related to repair status, documentation, software, and part numbers
Assist internal customers with requests for technical assistance
Provide follow-up support related to TSS2 or TSS3 issues
Diagnose and resolve hardware, software, and configuration issues using documented troubleshooting processes and problem-solving
Help customers with system configuration, software updates, and interoperability issues
Follow up with customers on repair costs and purchase order requests
Support QA requests by contacting customers to request additional information
Adhere to company policies, procedures, and business ethics codes
Other duties may be modified or assigned at any time based on business need

Bachelor of Science degree in Biomedical Engineering, Computer Science, Biological Sciences, Information Technology, or related technical field preferred
Relevant education and experience accepted in lieu of degree
2+ years help desk and ticket tracking experience preferred
Relevant certifications such as CBET, EEG, or CompTIA A+, or equivalent knowledge preferred
Experience with Windows XP, Windows 7, and Windows 10 Professional operating systems
Experience with Microsoft Office Suite
Ability to follow written and verbal direction and established processes/policies
Excellent customer service and organizational skills
Demonstrated ability to solve problems and troubleshoot
Strong record-keeping skills to document issues and resolutions
Must be able to communicate verbally and in writing in English, and understand verbal and written instructions
Ability to work independently and collaborate effectively in a team environment

Full-time position with regular hours Monday–Friday; 40-hour work week when working remotely, dependent on the tech’s location
Holiday, weekend, and on-call work hours required; may extend beyond 40 hours
Regular hours may vary based on organizational or department needs and may change at the company’s discretion
Willingness to work in PST or EST required

May require reaching, bending, stooping, squatting, crawling, kneeling, pushing, pulling, lifting, carrying up to 20 pounds, finger dexterity, repetitive motions, standing, walking, sitting, hearing, visual acuity, and color vision
More specific details may be provided as needed or requested

Compensation: USD 25–40 per hour

Location: Remote

Technical Support Specialist, Monitoring

Job Description