Hybrid Health IT Specialist I bei Midmark Corporation
Midmark Corporation · Cincinnati, Vereinigte Staaten Von Amerika · Hybrid
- Junior
- Optionales Büro in Cincinnati
Job Summary
Midmark is dedicated to transforming healthcare experiences through innovative design, harmonizing space, technology, and workflows to create better outcomes for caregivers and patients at the point of care. As a Health IT Specialist I, you will play a vital role in this mission by providing industry-leading front-line technical support for Midmark’s integrated hardware and software solutions in a fast-paced environment.
Your expertise will help ensure seamless EMR connectivity, optimize device and software performance, and enhance the customer experience. You will work directly with technical and clinical staff in a regulated healthcare setting, supporting Class II medical devices and ensuring HIPAA, FDA, and quality system compliance.
This role directly supports Midmark’s vision of designing better care by resolving customer issues efficiently, enabling healthcare teams to focus on delivering exceptional patient care.
Success in this role requires a strong technical aptitude as well as the ability to learn complex workflows quickly, replicate customer environments, and deliver exceptional customer service.
Job Location
This position is based at our Cincinnati location with the flexibility for occasional travel (5%) to customer sites for installation, troubleshooting, and/or training.
Primary Responsibilities
Technical Support and Troubleshooting
Provide end-user technical support for connected medical devices, diagnostic software, and EMR integrations via phone, email, chat, and remote assist tools (e.g., LogMeIn Rescue 123).
Diagnose, troubleshoot, document, and resolve issues related to Midmark products, involving:
Troubleshoot operating system and network communication issues impacting product performance and connectivity, including thin-client and virtualized environments (RDP, Citrix, VMware)
Install, configure, and troubleshoot database environments, including SQL Server
Support and troubleshoot EMR integrations to ensure seamless connectivity between diagnostic software, medical devices, and customer EMR/EHR systems
Validate Midmark software and hardware in preparation for clinical training.
Create and update troubleshooting guides, knowledge base articles, and department resources.
Customer Engagement and Issue Resolution
Maintain strong rapport with internal and external customers, ensuring timely, thorough follow-up until resolution.
Document customer complaints in Midmark’s incident management system to track trends and address high-impact issues.
Prioritize customer satisfaction by delivering empathetic, solution-focused service in high-pressure situations.
Collaboration and Continuous Improvement
Participate in Midmark Production System (MPS) initiatives to improve processes, efficiency, and customer outcomes.
Work with cross-functional teams to share customer insights for product improvement.
Assist with installation, configuration, and validation of software solutions.
Experience and Education
Associate’s degree in Health Information Management, Information Technology, Engineering, or related field preferred.
Healthcare IT EMR/EHR experience required.
At least 2 years of relevant experience in technical support, healthcare IT, or a related field, or a combination of education and experience.
Proficiency in installing, configuring, and troubleshooting Windows client and server operating systems, including support for thin-client and virtualized environments (RDP, Citrix, VMware).
Hands-on experience with SQL Server setup, configuration, permissions, and connectivity troubleshooting.
Experience supporting integrations between systems using HL7, FHIR, APIs, or similar standards.
Familiarity with device-to-application communication in networked or thin-client environments.
Microsoft IIS configuration, including certificate management, web application deployment, and API integrations.
Basic scripting (PowerShell, batch files, or similar).
Certifications preferred or ability to obtain:
• Microsoft SQL certifications or Microsoft Technology Associate (Database Fundamentals)
• CompTIA A+, Network+
Core Competencies
Technical Proficiency: Skilled in troubleshooting medical devices, software, operating systems, networking, and SQL databases.
Customer Service: Ability to work effectively with diverse personalities while maintaining tact and diplomacy in a fast-paced, call center-type environment.
Problem Solving: Strong analytical skills with the ability to diagnose and resolve complex technical issues.
Communication: Excellent verbal and written communication skills with technical and non-technical audiences.
Collaboration: Works well independently and within a team environment.
Time Management: Able to plan, organize, and prioritize workload to meet deadlines in a high-pressure environment.
Continuous Improvement Mindset: Engages in MPS skills and concepts to enhance processes and outcomes.
Regulatory Awareness: Understanding of HIPAA, FDA, and quality system requirements for Class II medical devices.
Additional Skills: Proficiency in Microsoft Office Suite and related tools; bilingual (Spanish) a plus.
