About Company
Tanner Health System is a not-for-profit health system dedicated to providing exceptional healthcare services to the communities of West Georgia and East Alabama. With five hospitals, numerous emergency care facilities, and over 30 specialty and primary care clinics, Tanner is a leading healthcare provider known for its patient-centered approach and commitment to community well-being. We believe in fostering a supportive and innovative work environment where our team members can thrive professionally and contribute to a healthier future. Our mission is deeply rooted in delivering compassionate care, leveraging advanced technology, and continuously seeking ways to improve the health and lives of those we serve. Joining Tanner means becoming part of a dedicated team that values collaboration, integrity, and excellence in all aspects of healthcare delivery. We are growing and constantly seeking talented individuals who are passionate about making a difference in the lives of our patients and colleagues.
Job Description
Are you a problem-solver with a passion for technology and a heart for helping others? Tanner Health System is seeking a dedicated and experienced Technical Support Agent to join our dynamic Information Systems team in a fully remote capacity. In this critical role, you will be the first point of contact for our clinicians, administrative staff, and various internal users, providing essential technical assistance and ensuring the smooth operation of our vital healthcare systems. This isn’t just a help desk job; it’s an opportunity to directly impact patient care by maintaining the technological backbone that supports our doctors, nurses, and staff across our multi-facility organization.
As a Remote Technical Support Agent, you will expertly diagnose and resolve a wide range of technical issues, from basic desktop support and software application troubleshooting to network connectivity problems and printer malfunctions. You will utilize remote access tools and a comprehensive ticketing system to manage support requests efficiently, prioritizing critical incidents to minimize downtime in our fast-paced healthcare environment. Excellent communication skills are paramount, as you will guide users through complex technical steps, often under pressure, with patience, empathy, and clarity. You will play a pivotal role in ensuring our healthcare professionals can focus on what they do best – caring for our community. We are looking for someone who is not only technically proficient but also empathetic, resilient, and proactive in identifying solutions and anticipating user needs. This role offers the flexibility of remote work while keeping you closely connected to our mission and values. If you’re ready to leverage your technical expertise to support a crucial service and grow within a leading healthcare system, we encourage you to apply and become an integral part of our commitment to excellence.
Key Responsibilities
- Provide first-line technical support for incoming queries and issues related to computer systems, software, and hardware via phone, email, and chat.
- Diagnose and resolve technical hardware and software issues for all internal users, including clinicians and administrative staff.
- Install, configure, and troubleshoot network devices, printers, scanners, and other peripheral equipment remotely.
- Manage user accounts, permissions, and access rights within various systems, adhering to strict security protocols and HIPAA compliance.
- Escalate unresolved issues to the appropriate internal IT teams (e.g., Network, Systems, Application Support) when necessary, ensuring seamless transition.
- Document all troubleshooting steps, resolutions, and relevant information accurately and comprehensively in the ticketing system.
- Provide clear, concise, and patient instructions to users with varying levels of technical proficiency, ensuring user understanding.
- Assist with onboarding and offboarding technical setup for remote and on-site employees.
- Stay updated on system changes, updates, and new technologies relevant to Tanner Health System's IT infrastructure.
- Participate in an on-call rotation for after-hours support as required, demonstrating commitment to system availability.
Required Skills
- Minimum of 2 years of experience in a technical support or help desk role.
- Proficiency in troubleshooting Windows operating systems (Windows 10/11) and Microsoft Office Suite (O365).
- Familiarity with remote support tools and methodologies (e.g., TeamViewer, LogMeIn, RDP).
- Strong understanding of basic networking concepts (TCP/IP, DNS, VPN).
- Excellent verbal and written communication skills with a focus on customer service.
- Ability to diagnose and resolve hardware and software issues effectively and efficiently.
- Exceptional problem-solving and critical thinking abilities.
- Self-motivated and able to work independently and collaboratively in a remote environment.
Preferred Qualifications
- Associate's degree in Information Technology, Computer Science, or a related field.
- Experience working in a healthcare IT environment, understanding clinical workflows.
- Familiarity with Electronic Health Record (EHR) systems (e.g., Epic, Cerner, MEDITECH).
- Certifications such as CompTIA A+, Network+, Microsoft Certified IT Professional (MCITP), or ITIL Foundation.
- Experience with Active Directory user and group management.
Perks & Benefits
- Competitive salary and comprehensive benefits package.
- Medical, Dental, and Vision insurance plans.
- Generous Paid Time Off (PTO) and paid holidays.
- 401(k) retirement plan with company match.
- Opportunities for professional development, certifications, and continuing education.
- Employee assistance programs and wellness initiatives.
- Supportive and collaborative remote work environment with a strong team culture.
- The chance to make a meaningful impact in a vital healthcare organization dedicated to community health.
How to Apply
Ready to make a difference? We encourage all qualified candidates to click on the application link below to submit their resume and cover letter directly through our career portal. Please ensure your application highlights your experience with remote technical support and customer service within a professional setting. We look forward to reviewing your application!