Implementation And Support Technician

Summary

Join Get Well as an Implementation & Support Technician, supporting the Implementation Team in add-ons, upgrades, go-lives, and client training. You will provide on-site technical support, conduct site surveys, create quotes, and develop deployment plans. The role requires strong technical skills, customer service experience, and up to 80% travel. Get Well offers a competitive salary, bonus potential, and a comprehensive benefits package.

Requirements

• At least 2 years of Customer Service/IT Support experience and/or possess demonstrated technical aptitude and ability to quickly learn new basic computer hardware/software and A/V skills
• Ability and willingness to consistently travel up to 80%
• Adhere to all organizational information security policies and protect all sensitive information including but not limited to ePHI and PHI in accordance with organizational policy and Federal, State, and local regulations

Responsibilities

• Provide contracted client specific onsite support, including but not limited to troubleshooting, hardware investigation, issue diagnostics, equipment RMA assistance etc
• Provide onsite support to aid in issue diagnosis and resolution as deemed necessary by support escalations
• Conduct site surveys and/or provide site survey consultation
• Create bill of materials and installation quotes
• Support implementation and deployment of equipment
• Communication with both internal Get Well staff and client surrounding any technical project including scheduling, issues, coordination, etc
• Create deployment plans for active projects
• Provide onsite support as necessary post implementation (e.g. escalation from product support)
• Creation and/or maintenance of internal and external training documentation
• Responsible for training the client staff members that will be supporting the system during off hours, weekends, or when the technician is offsite at another location. Training may include: Hardware Training
• Steps to diagnose and troubleshoot product specific features and functions
• Hardware RMA Process
• Planning for new solutions when available or hardware lifecycle requires
• Adhere to all organizational information security policies and protect all sensitive information including but not limited to electronic protected health information (ePHI), protected health information (PHI), personally identifiable information (PII), and Get Well information based on data classifications in accordance with organizational policy and Federal, State, local, and international regulations

Preferred Qualifications

• Previous work experience in a hospital environment is preferred
• Some experience managing, supporting, or deploying complex IT systems
• Experience working with the largest Healthcare EMR vendors is a plus

Benefits

• 401K and incentive plans
• Open paid-time away
• Paid leave programs
• Wellness reimbursement
• Cell phone subsidy
• Peer recognition programs
• Health advocacy and employee assistance programs
• Pet insurance
• Annual bonus potential of 5%