Clinical IT Support Specialist

Who We Are

Hicuity Health is the leader in delivering expert telemedicine care in support of patients and bedside care teams in acute and critical care environments. Since our founding in 2006, Hicuity Health has pioneered provider-to-provider telemedicine, fueling success with clinical and technical innovation.

What We're Solving

Hicuity Health leverages telemedicine to address clinical needs and staffing shortages for a diverse range of clients and care venues nationwide, including health systems, hospitals, post-acute care facilities, and at-home acute care environments.

Our Mission

For nearly two decades, Hicuity Health has delivered “Care Innovated” to its clients and patients. Across a range of services, Hicuity offers clinical, technical, and operational expertise that improves patient care and supports healthcare facilities nationwide.

The Role

The Clinical Support Specialist will focus on providing hardware and software technical support for Hicuity Health’s Operation Center clinical end-users including troubleshooting multiple client-server applications surrounding overall functionality of the virtual ICU® and Remote Telemetry Programs.

You Will

• 7a-7p day shift. Rotating weekends and holidays
• Clinical workstation, application and general PC support 
• Support desktop and/or laptops for Hicuity Health clinicians and other end-users
• Respond to Help Desk calls from customers and Hicuity Health^® staff, diagnose problems, and provide resolution or refer to the appropriate level for resolution.
• Track the status of Help Desk calls
• Assist users with basic trouble shooting/problem solving and coach users in the use of the software application.
• Communicate with customers in a timely manner regarding status of incidents and/or requests and resolution to problems.
• Install and Configure new workstations in timely manner
• Refer/Elevate issues to appropriate IT Staff if unable to resolve at local level.
• Relay need for new, replacement and backup hardware to IS Support Lead, IT Manager, or IT Director in a timely manner to allow procurement without jeopardizing operation of center.
• Assist other staff with common business application usage in LAN/WAN environment
• Other duties as assigned to meet departmental and Company objectives
• Production and Staging Systems Server support 
• Monitor application errors and messages and designated error queues. Identify significant problem areas requiring follow-up. 
• Resolve common problems independently, or when needed, follow escalation procedures to seek complex problem resolution in a timely manner.
• Document configuring decisions, technical modifications, operational and user procedures.
• Proactively identify, and work with the Hicuity Health networking team, Data Centers and/or software vendor(s), to address customer service and performance issues.
• Effectively communicate with Clinical Staff through the initiation, status, and resolution process of Incident Management.
• Work as a team player, supporting and assisting team members.
• Enhance team effectiveness through team spirit and dependability

What We’re Looking For

• Understanding of the concepts with Audio-Visual applications over IP networks
• Be able to work overtime and on various shifts or rotation schedules as needed; including weekends and holidays
• Associate Degree – Degree requirement can be substituted with equivalent work experience. A minimum of one to two years technical experience 
• The ideal candidate will have the basic technical skills necessary to support end-users in a Helpdesk/Client-support environment as well as a basic understanding of Networking and Server concepts and terms.
• Must be motivated, a self-starter, persistent with troubleshooting efforts, team focused, and have effective communication and organization skills.
• Must be able to lift up to 50 lbs and work in tight spaces

As Part Of Our Team, Team Members Receive

• • Hicuity Health fuses a friendly and collegial work environment with high performance standards.  
  • Our compensation plans include:
  • • Base salary
    • Generous paid time off
    • Bonus opportunity
    • Competitive benefit programs

Hicuity Health provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws.