Technology Support Specialist

The Technology Support Specialist is a key member of the Upward Health Technology Department, responsible for providing outstanding technical support on various systems end user systems, as well as helping to develop and maintain Upward Health’s Internet and Intranet resources. 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:

• Provide ticketing system support for standard corporate issues escalated by Technology Logistics Specialists, physical and cloud infrastructure maintenance, and incident resolution and root cause analysis for various production incidents.

• Excellent communication and presentation skills, approaching problems with a can-do attitude, exhibiting the ability to work independently, and the intuition to escalate issues when needed.
• 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.

• Developing and maintaining internal and external web presences, managing existing content and developing new content as needed.
• 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 Infrastructure and Security architecture and documentation.

• Deliver reports and summaries to management which highlight problem areas related to our systems and technical processes, along with resolution proposals.

• Supplementing and supporting Technology Logistics Specialists with completing their assigned duties as needed.
• 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): Azure, Office, SharePoint, Teams, and Visio.
• 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, and ensure its successful execution.
• Excellent troubleshooting skills, and an ability to work in a collaborative environment.
• Comfortable researching and recommending new/alternative practices, programs, and systems.

This job description is a general outline of duties performed and is not to be misconstrued as encompassing all duties performed within the position. All individuals (including current employees) selected for a position will undergo a background check appropriate for the position's responsibilities. 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.