Tech Support Specialist

Key Responsibilities

• Repair EMS Laptops
• Depot Management: Establish and manage a centralized location for EMS crews to exchange malfunctioning or damaged laptops.
• Crews bring broken laptops to the Depot. Fill out a short form describing the issue and swap the broken laptop for a working one.
• Daily Duties
• Check the Depot for laptops needing repair.
• Pick up malfunctioning laptops.
• Track laptop locations and repair status in a database.
• Repair laptops in-house when possible or send them for warranty repairs as needed.
• Ensure Availability of Working Laptops
• Laptop Imaging: Create and maintain a standardized laptop image that includes essential applications.
• File Management: Remove unnecessary files or images created by officers to optimize laptop performance.
• Software Updates: Ensure the ESO app and other critical software are updated regularly.
• Windows Image Customization: Modify the Windows 10 image (or other versions) to meet EMS-specific needs, addressing security considerations and user-friendly adjustments.
• Windows Updates: Test updates before applying them to ensure compatibility and stability.
• Inventory Management
• Electronic Inventory: Maintain a detailed inventory of laptops and their repair history using Vector Solutions' Check IT Module.
• Periodic Reporting: Generate reports on common issues and repairs to identify trends and improve processes.
• Data Entry: Assist in creating an electronic inventory for Fire Department apparatus, including but not limited to laptops.
• Point of Contact for Hardware/Software Issues
• Help Line Management: Serve as the primary contact for hardware and software issues, carrying the "Help Line" phone at all times.
• Software Familiarity: Develop expertise in ESO software, Lifenetsystems, and other relevant platforms to address issues effectively.
• Hardware Support: Provide support for peripheral devices, including Physio Control Lifepak 15 (cardiac monitors/defibrillators), Titan external modems, Amazon readers, Unit iPhones (Full Code Pro), and miscellaneous devices.
• Miscellaneous Duties
• Reporting: Assist in creating operational reports for Fire Administration (limited scope).
• Cell Line Management: Oversee the management of cell lines for laptops.
• Scripting: Develop scripts to automate routine tasks on laptops, improving efficiency.
• Technological Support: Provide additional support to the Fire Department in areas such as radio programming, once adequately trained.

Qualifications

• High school diploma or equivalent.
• Minimum age of 21 years.
• 1 year of experience in laptop repair and software updates.
• 1 year experience with Microsoft office apps, especially with Word and Excel.
• 1 year of customer service experience in a medical or technical facility.

Preferred Qualifications

• Knowledge of Emergency Services billing requirements.
• Ability to analyze and provide statistical data related to EMS services, including number of transports, common transport locations, and overall EMS service trends.
• Problem-Solving: Ability to troubleshoot hardware and software issues effectively.
• Inventory Management: Strong organizational skills to maintain accurate records of hardware and repair history.
• Communication: Clear and professional communication skills to interact with EMS crews and Fire Administration.
• Adaptability: Willingness to learn new technologies, such as radio programming, and adapt to evolving EMS needs.
• Attention to Detail: Precision in tracking laptop locations, repair statuses, and inventory data.

Pay and Benefits

The hourly pay for this role will range from $20.00 to $36.00 per hour based on full-time employment. We comply with all minimum wage laws as applicable. At UnitedHealth Group, we offer a comprehensive benefits package, incentive and recognition programs, equity stock purchase, and 401k contribution (all benefits are subject to eligibility requirements).