IT Support Specialist - Connectivity Support (Remote Southwest USA)
Job Title: IT Support Specialist - Connectivity Support
Location: Primarily Remote - Some travel to sites as needed - Must be local to Los Angeles, CA or Phoenix, AZ
Period: 09/09/2024 to 02/22/2025 - potential for extension
Hours/Week: 40 hours (Hours over 40 will be paid at Time and a Half)
Rate: $35 - $40/hr
Contract Type: W2 only
Scope of Services:
The IT Support Specialist - Connectivity Support position will perform duties virtually and onsite at customer locations to support the implementation of POC Link cloud server and perform software upgrades with our ID NOW instrumentation. Instrumentation may be deployed in hospitals, laboratories, clinics, schools, long-term care facilities, pharmacies, and other clinical and non-clinical settings. Support will include utilization and advising customers on the intended use and the business impact of adoption or integration of POC Link, as well as answering questions and sharing best practices on use of solutions in various settings. Ability to perform preliminary troubleshooting is also required as part of this role. Position will monitor and report customer practices and testing locations as well as report key learnings. Tracking of customer testing locations and tracking installation status is also required.
Role, Responsibilities, and Deliverables:
Monitor e-mail, web and phone intake channels to respond to customer inquiries
Answer product related questions including implementation and troubleshooting
Capture of data for customer interactions and performed tasks in customer relationship management (CRM) system
Identify needs which require further consultation with customer; escalating complex questions and issues to the Technical Services or Technical Consultant and Management teams as required
Education & Experience:
Associates degree in IT-related fields
Minimum of 3 years of experience
Competent in computer operation including Microsoft Teams, Word, Excel, PowerPoint, and Outlook in addition to PDF files
Competent in cloud network and server utilization practices
Proficient in cybersecurity practices
Familiar with common firewall resolution practices
Competent in routers, switches, ethernet ports, and Wi-Fi bridges configuration
Familiar and understands most routing protocols with WAN/LAN networks and TCP/ICP Infrastructure
Ability to work with a diverse team on multiple tasks as an individual contributor in a fast-paced, changing environment is critical
Ability to leverage and/or engage others to accomplish tasks and projects
Multitasks, prioritizes and meets deadlines in a timely manner
General understanding of sales, customer service and consulting functions
Strong organizational and follow up skills
Excellent verbal and written communication skills and attention to detail
Demonstrated ability to carry out assignments with minimal guidance in an accurate, dependable manner
Familiarity with Salesforce CRM
Previous experience in medical facilities, with customer facing support
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