Technical Support Representative II (M-F 11am - 7:30pm)

About the role

This is where your work directly impacts patients and healthcare providers. In this role, you’ll deliver seamless technical support that helps ensure life-saving devices and systems operate reliably—supporting better outcomes for those who need it most.

Responsibilities

- Make a difference by solving real-world healthcare challenges - Build strong connections with customers and cross-functional teams - Contribute to product improvements through detailed insights and feedback - Provide remote troubleshooting support for hardware, software, and network-related issues - Document all cases in detail, including issue identification, troubleshooting steps, and resolution outcomes - Execute customer requests such as part replacements and case creation through systems and alternate workflows - Support escalation processes by engaging appropriate internal teams (e.g., R&D, engineering) when required - Deliver technical guidance on use of supported hardware, software, and connected devices - Track and update cases to ensure timely resolution aligned with defined KPIs and service levels - Identify and document recurring issues to support product and process improvements - Utilize standard tools, systems, and knowledge management resources to resolve technical issues

Requirements

- High school diploma or GED - 1+ year in remote technical troubleshooting or 2–3 years in technical/customer support - Experience troubleshooting Microsoft OS, Active Directory, and server environments - Experience diagnosing hardware, software, networking, and security issues - Experience installing and troubleshooting computer hardware and peripheral devices (e.g., printers, scanners, Bluetooth devices) - Ability to follow regulated processes and maintain compliant documentation standards - Associate degree in Information Systems (or related field) and/or relevant technical certifications (e.g., CompTIA, Microsoft, networking) preferred - Experience supporting medical devices or healthcare environments, including web-based/client-server applications, SAP or similar systems, and knowledge management tools preferred

Qualifications

- None specified

Skills

- Strong problem-solving skills - Excellent communication and interpersonal skills - Proficiency in Microsoft Office Suite - Familiarity with ITIL best practices - Knowledge of regulatory compliance standards

Benefits

None specified

Pay

The estimated base salary for this position is $52,800 - $72,600. The estimated range is meant to reflect an anticipated salary range for the position. We may pay more or less than the anticipated range based upon market data and other factors, all of which are subject to change. Individual pay is based on location, skills and expertise, experience, and other relevant factors.

Schedule

M-F 11am - 7:30pm