Healthcare IT Support Specialist

(Remote)

We are seeking a Healthcare IT Support Specialist to provide technical support for our healthcare software and hardware solutions. In this role, you will troubleshoot issues, support end users, and collaborate cross-functionally to ensure our customers receive timely and effective resolutions.

This is a customer-facing technical support position within a helpdesk environment supporting mission-critical healthcare technologies.

Job Summary:

The Healthcare IT Support Specialist is responsible for identifying, analyzing, troubleshooting, and resolving technical issues for internal and external customers related to healthcare software and hardware products. This role supports customers through phone, email, and chat within an inbound technical support (helpdesk) environment.

The Specialist works closely with end users, distributors, and cross-functional teams to resolve issues, document solutions, and ensure a high level of customer satisfaction while supporting mission-critical healthcare technologies.

Essential Responsibilities

• Respond to customer inquiries via phone, email, and chat in a professional, courteous, and timely manner.

• Investigate, troubleshoot, and resolve technical issues related to healthcare software, hardware, and integrations.

• Assist end users with administration and use of supported software products.

• Utilize remote access tools and monitoring systems to diagnose and resolve issues.

• Take ownership of support cases from initial report through resolution, including escalation when necessary.

• Collaborate with third-party integration partners and software vendors to resolve technical issues.

• Install, reinstall, and configure software and related components.

• Clearly communicate technical information to customers in both written and verbal formats.

• Accurately document customer interactions, troubleshooting steps, and resolutions in the ticketing/CRM system.

• Share knowledge and support cross-training efforts across teams.

• Maintain awareness of priorities and adjust workload to meet customer needs and service level agreements (SLAs).

• Serve as a liaison between Healthcare IT Support and internal departments including Sales, Engineering, Implementations, and Development.

• Participate in a scheduled after-hours on-call rotation, including evenings, weekends, and holidays.

• Promote a collaborative, inclusive team environment.

• Perform other duties as assigned based on business needs.