Technology Support Specialist at Upward Health

The Technology Support Specialist is a key member of the Upward Health Technology Department, responsible for providing outstanding front line technical support for various end user systems, as well as helping to support and maintain Upward Health logistical operations. The ideal candidate will be a quick learner experienced with high demand work environments, familiar with Microsoft and Android platforms, and comfortable teaching users while providing support services. Said candidate will be a skilled troubleshooter and a dynamic team player who understand the importance of collaboration and communication.

The Technology Support Specialist role represents a unique opportunity for the right person to gain valuable service and technical experience while working in a cohesive team environment to provide systems administration, support, and training for our regional clinical teams based throughout the United States. Applicants must possess a professional demeanor and be self-motivated, having a strong desire to learn while maintaining flexibility and understanding that the scope of services and protocols will evolve along with our organization’s mission of improving healthcare delivery for underserved populations.

Responsibilities:

• Primary point of contact for organizational support requests and overall technical triage effort.

• Provide ticketing system support for: standard corporate administrative tasks, logistical requirements, infrastructure maintenance, various user support tasks as needed, maintaining diligent documentation of end-user communications and troubleshooting efforts.

• Support and troubleshoot Upward Health communications infrastructure, including (but not limited to): various e-fax solutions, Microsoft Exchange and Outlook e-mail systems, and Microsoft Teams for telephony, chat, and video functionality.
• Responsible for device- and account-level configuration and maintenance, with a strong focus towards system security, and a particular emphasis on processing and setup of new and returned end user devices.

• Participating in (and occasionally leading) technical projects in addition to normal day-to-day support responsibilities, developing subject matter expertise and expanding vital Upward Health Technology architecture and documentation.
• Optimization of shared internal resources, such as: documentation, SharePoint sites, knowledgebase platforms (wiki, OneNote, etc.), and instructional/training materials.

• Fluent in English; Spanish fluency a plus.

Qualifications:

• A Bachelor’s degree in Computer Science, or sufficiently comparable professional experience in a help desk or technical support role.
• Experience with Microsoft Environment administrative mainstays, including (but not limited to): Excel, Outlook, SharePoint, Teams, Visio, and Word.
• Strong verbal and written communication skills, with a focus on customer service and approachability.
• Ability to maintain, and improve when necessary, a help desk escalation process, which is governed by priority-based user response time expectations.
• Excellent troubleshooting skills, and an ability to work in a collaborative environment.
• Comfortable researching and recommending new/alternative practices, programs, and systems.
• This position requires an in-office presence, with occasional opportunities for working remotely.

This job description is a general outline of duties performed and is not to be misconstrued as encompassing all duties performed within the position. If you are excited by the thought of using your technology and people skills to positively affect how healthcare is delivered to patients by assisting our employees and helping them get the most out of our technology, then please apply to this job. You will be glad that you did.