Hypercare Support Specialist

Responsibilities

• Provide telephony-based technical support for healthcare devices, including digital denture and imaging projects, by diagnosing issues, identifying points of failure, and delivering timely resolutions.
• Support end users remotely in a help desk or call center environment, using remote tools such as TeamViewer and Bomgar to troubleshoot devices and PCs.
• Follow standard operating procedures to perform post-install support for specialized medical devices and associated software.
• Configure Windows systems, including navigating Control Panel options, managing user accounts, and adjusting system settings as required.
• Access and work within Active Directory to configure user permissions and ensure appropriate access to systems and resources.
• Troubleshoot networking and connectivity issues for PCs and devices running on enterprise networks, including IP address-related problems and network wiring concerns.
• Route into Cisco Meraki equipment to locate IP addresses and assist with network configuration and diagnostics.
• Perform hardware-related tasks in a depot environment, including device preparation, imaging, inventory handling, and basic cable installation.
• Collaborate with vendors to escalate and resolve complex technical issues, ensuring thorough follow-up and clear communication of status to stakeholders.
• Document issues, solutions, and steps taken during troubleshooting to support knowledge sharing and continuous improvement.
• Field inbound and outbound calls from field offices as part of the Hypercare Support team, providing professional, customer-focused assistance.
• Multi-task effectively across remote support, hardware activities, and vendor coordination while maintaining reliability and high-quality service.
• Communicate clearly and professionally with end users, team members, and vendors to ensure a positive support experience.

Requirements

• Experience in a help desk or call center environment providing remote technical support to end users.
• Strong technical support skills, including the ability to understand issues, identify possible points of failure, qualify problems, and provide timely solutions.
• Hands-on familiarity with hardware, including basic troubleshooting, imaging, and inventory-related tasks.
• Help desk support experience in a Windows environment, with the ability to navigate Control Panel options and adjust system settings.
• Basic networking knowledge, including understanding IP addresses and common connectivity issues.
• Experience supporting PCs and devices on enterprise networks, including network wiring, switch patching, and cabling.
• Proficiency with remote support tools such as TeamViewer and Bomgar.
• Ability to work within Active Directory to configure user accounts and permissions.
• Strong communication skills and customer service orientation for telephony-based support.
• Able to take initiative, multi-task, and manage priorities in a fast-paced support environment.
• Reliable, hardworking, and committed to following standard operating procedures.