Technical Support Specialist, Off Hours

As a Technical Support Specialist at MEDITECH, your primary responsibilities include troubleshooting technical issues across hardware, networking, operating systems, and databases. You will collaborate with the Off-Hours team to resolve critical system disruptions and partner with customers on IT projects at off-hours to minimize downtime and ensure a smooth operation of the MEDITECH EHR system.

To qualify for the Technical Support Specialist position at MEDITECH, candidates should possess either a bachelor’s or associate degree with coursework in a computer-related field. Familiarity with Windows Server environments, LAN/WAN, PC maintenance, and database management is essential, along with exceptional communication and problem-solving skills.

The Technical Support Specialist role at MEDITECH is a hybrid position that operates during off-hours, specifically from Tuesday to Friday, 12:00 AM to 9:00 AM. It allows a blend of in-office and remote work, providing flexibility for those committed to supporting our customers efficiently.

The hiring salary range for a Technical Support Specialist at MEDITECH is between $52,800 and $63,000 per year. This includes a 15% shift differential, with the actual salary being determined by the candidate's skills and experience.

MEDITECH offers a competitive benefits package to its Technical Support Specialists, including health, dental, and vision insurance, a profit sharing trust, 401(k), tuition reimbursement, generous paid time off, and personal days, among others. These benefits help enhance the overall work-life balance for employees.

When prioritizing multiple technical issues as a Technical Support Specialist, assess the impact of each issue on the healthcare setting. Start by addressing critical problems that affect system functionality, ensuring patient data security and operational continuity, and then focus on less critical issues while keeping open lines of communication with affected stakeholders.

In the interview, describe your hands-on experience with Windows Server, including tasks like managing user permissions, configuring network protocols, and performing system backups. Highlight your familiarity with desktop environments by discussing troubleshooting methods you've used for common issues and any upgrades you've implemented to improve system performance.

To troubleshoot a network connectivity issue, I would first identify the scope of the problem by checking if it’s localized to a single device or widespread. Next, I’d verify physical connections, check IP configuration, and run diagnostics to analyze the network path, ensuring to communicate findings with users while working towards a resolution.

Handling a frustrated customer requires empathy and clear communication. I would actively listen to their concerns, assure them I understand the urgency of their issue, and provide regular updates on resolution efforts. It's important to remain calm and patient, ensuring they feel valued while I work to resolve their technical difficulties.

In my view, exceptional problem-solving skills are the most critical for a Technical Support Specialist at MEDITECH. Given the complexity of EHR systems, being able to analyze data, identify root causes, and propose effective solutions quickly is vital for maintaining system integrity and client trust.

Share an incident where you encountered a major technical issue, detailing your initial assessment, the steps you took to resolve it, and the outcome. Emphasize your analytical skills and teamwork, especially how you collaborated with peers or users to find a resolution efficiently.

I stay updated by regularly following industry blogs, participating in IT forums, and attending webinars or conferences. Engaging in continuing education courses also helps me deepen my knowledge and apply the latest advancements and best practices to my role as a Technical Support Specialist.

I have experience using tools like SQL Server Management Studio and Oracle Database for database management. I utilize these tools to perform routine checks, queries, and maintenance tasks effectively while ensuring data integrity and availability.

Upon receiving a report of a software bug, I would first gather detailed information from the customer to understand the issue's context. I would then attempt to replicate the bug in a controlled environment, leveraging any debugging tools necessary, and work collaboratively with the development team to address and resolve the underlying problem.

Managing stress in a fast-paced environment involves staying organized and maintaining a positive outlook. I prioritize tasks based on urgency, break problems into manageable steps, and take short breaks when necessary. Fostering teamwork is also crucial, as sharing knowledge and supporting peers can enhance group efficiency and morale.