Technical Support Specialist (Remote)

Medically Home is a technology-enabled services company that provides the clinical intellectual property, technology platform, and coordination of acute rapid-response services that allow medical providers to safely shift advanced medical care from hospitals to patients’ homes. Through enabling its customer partners to create superior experiences and outcomes for patients, their families, and healthcare stakeholders, Medically Home is leading the charge in the innovation of healthcare delivery. 

Medically Home is looking for a Technical Support Specialist to support our growing team at Mission Control in Portland, along with our patients around the country. You’ll be responsible for making sure our physicians, nurses and the rest of our team has great hardware, reliable software, and no distractions as we deliver hospital-grade medical care in our patients’ homes.

Reports to: Director of IT
Location: Remote
Schedule: Monday – Friday 9:30am-6:00pm PDT

Candidates must be based in the United States.

Key Duties and Responsibilities:

• Configure and maintain computers for Medically Home’s clinical and operations teams, including workstations, laptops, printers, and productivity software.

• Be a key troubleshooting resource for our nursing and physician teams to ensure they can provide care 24/7.

• Support video conferencing for telemedicine and corporate use.

• Manage JAMF MDM platform for Apple devices, and Active Directory/Exchange for Windows devices.

• Promote strong security practices within Medically Home through policy enforcement and end user training.

• Manage equipment inventory and stock for connected devices (routers, tablets, digital health devices, telephony).

• Help define and implement procedures to better support our users as the company expands.

• Become a subject matter expert on our primary internal applications.

• Participate in providing emergency coverage for our clinical teams as part of a rotating off-hours on-call system.

• Configure and manage help desk ticketing system; set up workflows, track asset inventory and change / release management.

• Develop and document procedures for IT Service Management areas such as service fulfillment, incident response management, change management, etc.

• Support and maintain office network, troubleshoot networking issues, upgrade network hardware as necessary.

• Develop onboarding materials to assist new hires with equipment, tools, and accounts used at Medically Home.

• Create documentation and training videos for end-user training on internal applications and security best practices.

• Develop internal tools and scripts to expedite common tasks and procedures.

• Provide Cloud platform (e.g. GCP, AWS) administration and support as necessary.

Requirements and Qualifications:

• Experience managing larger fleets of devices, in a healthcare or education organization

• Experience providing application-level training to end-users.

• Office 365, Active Directory, Exchange, and MDM administration experience.

• A basic background in network operations, including general troubleshooting, routing, email delivery, and firewall management.

• Strong written and oral communication skills.

• Strong organizational skills, attention to detail and follow-up.

• Previous experience in healthcare and with clinical applications is desirable but not required.

• Google Suite administration experience

• Experience creating training videos and documentation for internal applications

• Cloud platform administration experience

• 3+ years’ experience supporting IT in an enterprise / business setting

Consistent with Medically Home’s values of serving our patients, customers, and team members, Medically Home has implemented a vaccine policy consistent with those commitments. Therefore, all MH team members are required to be vaccinated against COVID-19, have their 1st booster against COVID-19 as well as seasonal influenza.

At Medically Home, creating a diverse and inclusive environment is incredibly important. If you are excited about this role or about our company’s mission but you aren’t sure if your past experience tics all the boxes in this job description - apply anyway. You might be a great fit for other opportunities in our organization.

Medically Home is an equal employment opportunity employer and is committed to maintaining a non-discriminatory work environment. Medically Home does not discriminate against any employee or applicant for employment on the basis of race, color, religion, sex, national origin, age, disability, veteran status, marital status, sexual orientation, gender identity, or any other characteristic protected by applicable federal and/or state law.