About Company
HCA Healthcare is one of the nation’s leading providers of healthcare services, comprising 180 hospitals and approximately 2,000 sites of care, including surgery centers, freestanding ERs, urgent care centers, and physician clinics in 20 states and the United Kingdom. With a mission to provide exceptional care, HCA Healthcare is dedicated to the care and improvement of human life. We do this by investing in technology, our people, and by offering innovative solutions that support our caregivers and patients. Joining HCA means becoming part of a diverse community of over 280,000 colleagues committed to making a difference in the lives of millions of patients each year. We foster a culture of growth, collaboration, and continuous learning, ensuring our employees have the resources and support to thrive personally and professionally.
Job Description
Are you a highly motivated and customer-focused IT professional looking for an opportunity to make a significant impact from the comfort of your home? HCA Healthcare is seeking a dedicated Remote Support Specialist to join our dynamic IT team. In this critical role, you will be the first point of contact for our internal users across various HCA Healthcare facilities, providing essential technical assistance and ensuring seamless operation of their IT systems. This work-from-home position requires a proactive individual with excellent problem-solving skills and a passion for delivering outstanding service in a fast-paced healthcare environment.
As a Remote Support Specialist, you will play a pivotal role in maintaining the technological backbone that supports our caregivers and administrative staff. Your daily responsibilities will involve troubleshooting a wide array of technical issues, including software applications, hardware malfunctions, network connectivity problems, and user account management. You’ll utilize various diagnostic tools and remote access software to resolve issues efficiently, minimizing downtime and maximizing productivity for our clinical and operational teams. This role demands not only technical prowess but also exceptional communication skills, as you will be guiding users through complex solutions with clarity and patience.
This position offers the unique advantage of working remotely, providing flexibility while still being an integral part of a collaborative team. You’ll participate in virtual team meetings, continuous training sessions, and have access to robust support systems to enhance your skills and career progression within HCA Healthcare. We are looking for someone who thrives on challenges, can independently manage their workload, and is committed to upholding HCA Healthcare’s high standards of patient care and operational excellence through reliable IT support. If you are passionate about technology and dedicated to supporting the healthcare heroes on the front lines, we encourage you to apply and become a vital part of our mission.
Key Responsibilities
- Provide first-level technical support for hardware, software, network, and application issues via phone, email, and chat for HCA Healthcare users.
- Diagnose and resolve technical problems, escalating complex issues to appropriate second-level support teams when necessary.
- Document all support interactions, resolutions, and troubleshooting steps accurately and thoroughly in the ticketing system.
- Assist users with password resets, account unlocks, and basic system navigation.
- Guide users through step-by-step solutions, demonstrating patience and clear communication.
- Install, configure, and troubleshoot common healthcare-specific applications and systems.
- Adhere to all IT security policies, compliance regulations, and service level agreements (SLAs).
- Participate in ongoing training and professional development to stay current with technology and HCA Healthcare systems.
- Proactively identify and report trends in technical issues to assist with problem management efforts.
Required Skills
- 2+ years of experience in an IT Help Desk or Technical Support role.
- Strong knowledge of Windows operating systems (Windows 10/11) and Microsoft Office Suite (O365).
- Proficiency in troubleshooting hardware components (laptops, desktops, printers) and software applications.
- Basic understanding of network connectivity, TCP/IP, VPN, and remote access technologies.
- Excellent verbal and written communication skills with a customer-centric approach.
- Demonstrated ability to diagnose and resolve technical issues efficiently and independently.
- Experience with IT Service Management (ITSM) tools (e.g., ServiceNow, Remedy) for incident tracking.
- Ability to work effectively in a remote environment with minimal supervision.
Preferred Qualifications
- Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field.
- CompTIA A+, Network+, or Microsoft Certified Professional (MCP) certification.
- Experience supporting clinical applications or working in a healthcare IT environment.
- Familiarity with virtual desktop infrastructure (VDI) environments.
- ITIL Foundation certification.
Perks & Benefits
- Competitive salary and comprehensive health benefits (Medical, Dental, Vision).
- 401(k) with company match.
- Paid time off (PTO) and paid holidays.
- Tuition reimbursement and professional development opportunities.
- Employee stock purchase plan.
- Flexible spending accounts and health savings accounts.
- Employee assistance program.
- Discounts on a wide range of products and services.
How to Apply
Interested candidates are encouraged to apply by clicking the official application link below. Please ensure your resume highlights your relevant experience and skills that align with the requirements of this remote support role. We look forward to reviewing your application!