Technical Support Specialist – Tier 2

Job Description

We are one of the largest providers of comprehensive remote Diabetic Retinopathy evaluations and treatment plans in the United States. Founded 20 years ago, the program has grown to support over 100 clinics nationwide and services over 25,000 American Indian and Alaskan Native diabetic patients per year. Our screening services save people’s vision and improve their lives. For more details, see https://www.ihs.gov/teleophthalmology/

Due to increasing demand, Estenda is hiring an additional Technical Support Specialist – Tier 2. The right individual will serve a key role in supporting the program as it continues to expand the populations it serves. If you want to be an integral part of an established and well-respected company that provides telemedicine technology and is known for its excellent customer support, keep reading!

Location: This position is remote, but the ideal candidate lives on the West Coast (Phoenix, Arizona at a minimum) to provide support later in the day (2 – 5 pm PT / 5 – 8 pm ET).

Background Check Requirement: This position is contingent on the successful completion of a Public Trust-High Risk background review, a rigorous United States government background investigation process.

Travel: Rarely, but possible. Definitely < 10%

Responsibilities

Learn and become an expert using internal and vendor (Optos/Eidon) software
Provide consistent, professional, and high-quality client support
Troubleshoot, investigate, and resolve technical issues Tier 2 issues reported by users involving retinal cameras, desktop, server (web and database), and networking issues
Analyze complex computer systems, identify problems, design, and implement effective solutions. As Tier 2 support, work with escalated tickets to assist with complex customer support and data integration issues
Replicate, document, and engage with Tier 3 software developers and management to assist in problem resolution
Be the primary help desk contact later in the day (2 to 5 pm ET) – responsibility for triaging and addressing incoming field support requests
System monitoring: Windows, Oracle, WebLogic, Mirth (HL7, DICOM)
Perform routine maintenance activities including but not limited to upgrading desktop, Windows Servers, and supporting software (Oracle, WebLogic, and Mirth)
Collaborate with program staff to improve upon existing processes, particularly with the integration of new organizational technologies
Utilize and develop Standard Operating Procedures documentation
Participate in development efforts as time permits
Other duties as assigned

Requirements & Qualifications

Familiarity with cybersecurity requirements and ability to implement
Excellent interpersonal skills including the ability to address issues in a calm and courteous manner
Effective verbal and written communication skills for use with audiences of varied backgrounds
Attention to detail and ability to prioritize/address tasks in a timely manner
Demonstrated dependability
Ability to clearly document customer install configurations and installation procedures
Ability to quickly learn new computer skills and software
Experience with Windows administration, basic networking – firewalls, VPNs, antivirus software
Basic Oracle database management – patch management
Ability to lift approximately 30 to 50 lbs. of weight when setting up imaging equipment

Required Background and Experience

Bachelor’s Degree from an accredited 4-year college or university
Information Technology Degree preferred
3 – 5 years of progressive customer service experience

Nice to have

ITIL knowledge/training
Networking certification
Windows Management certification
Cybersecurity training/certification
HL7 messaging experience specifically with PID, ORM, NTE (not billing)
DICOM experience

Technical Skills

System monitoring: Windows, Oracle, WebLogic, Mirth (HL7, DICOM)
Perform routine maintenance activities including but not limited to upgrading desktop, Windows Servers, and supporting software (Oracle, WebLogic, and Mirth)
Experience with Windows administration, basic networking – firewalls, VPNs, antivirus software
Basic Oracle database management – patch management
Programming ability with .NET, Java, Javascript, or SQL to participate in development efforts as time permits

Company Description

Estenda is a software product development and consulting team focused on creating innovative digital health solutions. We partner with academic researchers, government agencies, and commercial organizations from startups to Fortune 500 to transform data into better health. Estenda has extensive experience in full life cycle software development and is an ISO 13485-certified organization.

Founded in 2003, Estenda’s headquarters are in Conshohocken, PA, just outside Philadelphia, but we operate as a remote-first company with employees located throughout the US in all four time zones.

Benefits include fully paid family healthcare (United), dental, health savings account, life insurance, short and long-term disability insurance, 401K with match, discount programs, generous paid time off, employee assistance programs, referral bonuses, and employee thanks program.