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MEDHOST is a fast-paced dynamic environment where we pride ourselves on hiring the best and most-qualified people in the industry. Our available positions are listed below.

We always encourage you to submit your resume, even if there is no current opening that is a fit. To submit your resume, click here.

Support Technical Analyst Tier I - 2/29/12

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MEDHOST, Inc., a provider of Emergency Department software solutions located in Plano, TX is seeking a Support Technical Analyst Tier I. Support Technical Analyst – Tier I is responsible for managing all Customer calls. In addition to managing support calls, this position is responsible for the technical support of all Customers to include server, network, hardware and software administration in addition to duties and Customer projects as assigned by Management. Required on-call after hour primary and secondary support as assigned on a rotating basis.

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REQUIREMENTS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Essential Duties and Responsibilities

  • Manage Technical Customer Support calls resulting in the majority of resolution of technical issues
  • Primary responsibility for 15-20 MEDHOST Customers, managing conference calls, existing issues and item tracking.
  • Resolve issues over the phone (hardware, software, network connectivity)
  • Collaborate with other teams, Development, Clinical, QA and Data to determine root cause and ticket resolution
  • Work with Implementation team – Tier II, Project Teams, internal groups and Customer resources to ensure the highest level of quality with all Customer support issues and implementations
  • Travel to Customer sites to work directly with Hospital IT Group to resolve technical issues on site
  • Escalate issues that are critical to Customer satisfaction in a timely manner
  • Perform Software installations and repairs remotely
  • Participate in educational events mandated for Customer Solutions Group to improve quality of support to the Customer
  • Primary rotating on-call after-hour support as assigned
  • Assist with internal Customer Support Projects (i.e. Knowledgebase) as needed
  • All other duties as assigned by Management

Knowledge, Skill, and Experience Requirements

  • Ability to build and maintain positive relationships with peers, internal groups and Customers
  • Strong sense of ownership, initiative and follow up
  • Experience in a help desk support role dealing directly with users
  • Interpersonal skills: Such as telephony skills, communication skills, active listening and customer-care
  • Windows Server administration experience preferred

Educational Requirements

  • High School Diploma required
  • College degree preferred

Certifications

  • Microsoft - MCDST
  • Microsoft - MCITP

PHYSICAL DEMANDS

The physical demands described below are representative of those that must be met by an employee
to successfully perform the essential functions of this job. Reasonable accommodations may be
made to enable individuals with disabilities to perform the essential functions.

  • Generally sedentary with some bending, stooping, lifting and reaching required
  • 10% travel required

WORK ENVIRONMENT

The work environment characteristics described below are representative of those an employee
encounters while performing the essential functions of this job. Reasonable accommodations may
be made to enable individuals with disabilities to perform the essential functions.

  • Non-smoking office environment
  • Client office environment or public environment normally used to conduct business
  • Valid Texas Drivers License Required

 

Click here to submit your resume and cover letter for this position.


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