Senior Support Analyst

Job Summary

The Products & Services Senior Support Analyst will work as part of a nationwide team, offering and supporting medical device and software systems to hospitals, wellness centers, research facilities, and medical institutions.

This position is to serve as a technical resource for fellow team members and LSI customers who are more focused on clinical use of LSI Products. It is imperative that the Products & Services Systems Analyst be an advanced technical resource for the company’s products and have the natural passion for progressive learning in the technology field. A minimum of 10% travel may be required.

Principle Duties

• Work with Regional Teams to configure, implement and support integrated customer solutions including hardware, software, and interfaces.
• Diagnose, communicate, and resolve customer issues as it pertains to hardware, software (LSI software and Windows OS) and the networked environment.
• Provide enriching feedback on hardware and network specifications.
• Actively participate in on-site and remote implementation of LSI Systems and software as a technical resource.
• Support complex networked environments including Active Directory, group policies, permissions, and network connectivity while continuing to enhance knowledge base on subject.
• Complete technical documents and questionnaires, as well as attend and lead technical conference calls related to the products and services offered by LSI during the pre-sale vetting process.
• Troubleshoot and diagnose failures on all equipment including current and legacy models.
• Review and enforce company policies, practices, and standards in relation to technical guidelines.
• Adhere to all regulatory requirements including ISO 13485, ISO 27001 and the company’s Quality Management System.

Products & Services Support Duties

• Proactively and effectively manage support tickets in a courteous and professional manner following established guidelines.
• Be ready and able to travel onsite to customer facilities to perform general account maintenance, onsite technical support, and the installation of software updates under the direction of the management team.
• Provide support to the LSI clinical team during the implementation process as needed
• Provide detailed, advanced remote troubleshooting support through established diagnostic techniques and asking pertinent questions to achieve resolutions for customers.
• Validate and reproduce customer submitted software bug reports including documenting and submitting the feedback via the company’s established feedback procedure.
• Provide detailed remote troubleshooting support through established diagnostic techniques and asking pertinent questions with the goal of achieving a resolution for customers.
• Encourage customers to utilize the LSI Repair Depot and the Loaners for Life program to their full advantage by sending in their equipment for assessment, service, and preventative maintenance.
• Determine the best resolution for support tickets, including, but not limited to, repairing or replacing the customer’s original equipment and involving other team members including the Regional Director.
• Assist in testing LSI hardware and software products as requested.

HL7 Interfaces

• Become proficient in trouble shooting HL7 interface related Support tickets.
• Participate on HL7 interface project pre and post-sale calls as needed.
• Manage solo HL7 interface projects as directed.

Required Skills, Abilities, & Attributes

• Home grown knowledge of all things computer / technology related.
• Solution-driven, self-starter, and problem solver.
• Working knowledge of current trends in the healthcare IT industry is a plus.
• Ability to self-manage and work independently, as well as collaboratively.
• Ability to communicate effectively with a wide variety of people in a professional manner.
• Analytical thinker with the ability to apply critical-thinking and problem-solving skills.
• Must be able to lift, carry, and move at least 35 pounds.
• Must be able to climb ladders to access and install the antenna systems as part of implementation of the LSI System.

Qualifications and Experience Requirements:

• An Associates degree is required; preferably in one of the following fields: Information Technology, Business Information Technology, or Computer Science. Commensurate experience will be considered to demonstrate proficiency.
• Three 3 years’ experience in managing and/or supporting software and hardware in a networked environment.
• PC Build/Repair and hardware troubleshooting experience a plus.
• Experience navigating complex software, imaging, and deployment.
• Professional Certifications required. (CompTIA A , Network , CCENT or equivalent CCNA)
• Knowledgeable of HIPAA regulations and HL7 interfaces is a plus.