Senior Support Engineer

Job Summary:
The Service Desk and Clinical Support Specialist will be the first point of contact for all IT-related issues, including hardware, software, network, and clinical application support. This individual will deliver prompt, high-quality support to both administrative and clinical users, ensuring smooth operations across hospital systems and healthcare applications.

Key Responsibilities:
️ Service Desk Support:

• Serve as the first line of support for all IT issues via phone, email, ticketing system, or in person.
• Troubleshoot and resolve issues related to desktops, laptops, printers, Microsoft Office 365, Windows OS, and general hardware.
• Escalate unresolved problems to higher-level support teams as necessary.
• Document all incidents and service requests accurately in the ITSM/ticketing system.
• Manage user accounts and access in Active Directory, email systems, and EHR platforms.

Clinical Application Support:

• Provide frontline support for clinical applications such as EHR/EMR (e.g., Epic, Cerner, Meditech), PACS, RIS, and LIS.
• Troubleshoot issues related to clinical workflows, medical devices integration, and application performance.
• Work closely with clinicians to understand their technology challenges and deliver timely solutions.
• Support and train end-users (doctors, nurses, admin staff) on clinical systems and software best practices.

Operations & Onsite Support:

• Perform routine checks, patching, and maintenance for clinical workstations and devices.
• Provide support during Go-Lives, upgrades, and maintenance windows for clinical systems.
• Coordinate with biomedical teams for the integration and support of medical equipment (e.g., vital sign monitors, lab devices).

Reporting & Documentation:

• Maintain accurate documentation of technical procedures and clinical workflows.
• Generate regular reports on service desk performance, ticket trends, and application issues.

Key Skills and Qualifications:

• Bachelor’s degree in Information Technology, Healthcare Informatics, or related field.
• 2–4 years of experience in IT support, preferably in a healthcare or hospital setting.
• Strong knowledge of Windows OS, Active Directory, Office 365, and networking basics.
• Familiarity with clinical systems like Epic, Cerner, Meditech, or other EHRs.
• Understanding of HIPAA regulations and healthcare data security.
• Excellent communication and interpersonal skills; ability to support non-technical users.
• A+, ITIL, or HDI certification is a plus.

Preferred Attributes:

• Customer-first mindset with strong problem-solving abilities.
• Able to prioritize in a fast-paced clinical environment.

Team player with a collaborative attitude.

Any degree with IT

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