Telehealth Engineer - Senior

Location: Lake

Job Description:

The Telehealth Operations Technical team is responsible for the support, installation, and stabilization of the Acute Telehealth and Patient Safety Monitoring platform for the Intermountain Virtual Hospital. Intermountain has partnered with non-Intermountain hospital systems that have Intermountain Vended Telehealth solution services, which this role supports. Provide accurate, timely, and creative solutions to Caregiver computer hardware, peripherals, printers, operating systems, software applications, networking, telecommunications, and video conferencing issues.

Assist and coordinate with other Intermountain, Vendors and DTS teams when on-site troubleshooting and evaluation is needed. Primarily responsible for providing direct customer support, answering questions, providing feedback, resolving customer incidents and fulfilling service requests according to Service Level Agreements.

Essential Functions

* Perform Telehealth operations day to day activities independently.

* Leads communication and coordination of multiple teams concerning the Virtual Hospital needs. This includes Virtual Hospital Outreach hospitals who have partnered with Intermountain to provide Telehealth services, and any vendor support teams Intermountain has partnered with.

* Monitors, troubleshoots and resolves system issues. Adequately documents resolution to issues in ITIL ticketing system. Maintain and update knowledge base.

* Keeps user base informed of systems changes (i.e., software/hardware upgrades, planned down times, system unavailability). Disseminates information to DTS and caregiver base when appropriate. Update support staff regularly on the status of projects, incidents, service requests and system changes.

* Supports new and existing systems while keeping abreast of technological changes.

* Primary agent in the setup and implementation of any Virtual Hospital Platform, desktop systems, which includes, but not limited to, hardware, software, network connectivity, telecommunications and backup systems.

* Promotes mission, vision, and values of Intermountain.

* Implements enterprise defined security policies (hardware and software) and assist in the monitoring of compliance for users, systems and devices.

* Perform other duties as assigned.

Skills

* Telehealth Seniors need a combination of technical knowledge and communication skills to troubleshoot issues and guide users through solutions.

* Ability to work independently and help manage daily operations

* Imaging devices to standard Operating Systems or Vendor Specific Operating Systems

* Ability to interact with Vendor needs and internal Departments

* Understand and Manage Logistics Support

* Troubleshooting:
The ability to quickly diagnose and resolve technical issues, both simple and complex

* Communication:
The ability to clearly explain instructions to clients and colleagues with different levels of technical expertise

* Problem-solving:
The ability to work on complex problems and find solutions

* Customer service:
The ability to handle difficult customers with professionalism, courtesy, patience, and respect

* Collaboration:

The ability to work well in a team environment, communicate effectively with peers, and share knowledge

* Technical proficiency: A deep understanding of hardware, software, networks, and systems

Job Specific

* The schedule is 8am - 4pm (with flexibility as some days work beyond the work hours due to travel and platform requirements)

* This is a hybrid role, you will work in office, work from home, and travel working in hospitals.

Qualifications

* Associate degree required or 2 years of equivalent experience.

* 2 years of work experience in a related support field.

* Must have the ability to work prolonged shifts up to 12 hours.

* Strong research, organizational and analytical skills as well as the ability to teach users.

* Demonstrated ability to solve complex, multi-disciplinary problems in a graceful and sensitive manner.

* Ability to successfully function in a fast paced, service-oriented environment.

Preferred

* Certifications CompTIA a Plus, CompTIA Network Plus, Microsoft Certified Technology Specialist (MCTS), Microsoft Certified IT Professional (MCITP), Microsoft Certified Desktop Support Technician (MCDST)

* Associate's degree in computer science or related field and/or equivalent work experience.

* Knowledge/Worked with a Telehealth Platform or an Audio Video platform.

* Ability to travel for multiple days at a time. Hotel stays and Driving/Air Travel

* Willingness/Comfortability to go into patient rooms with patients in the rooms

* Basic Troubleshooting skills

Physical Requirements

* Must be able to travel across the Intermountain footprint including any non-Intermountain Outreach partner

* Must be willing to enter patient rooms to support platforms.

* Interact with others requiring the employee to verbally communicate as well as hear and understand spoken information, and identify volume, tone, and quality of telecom signals.

* Support the weight of IT…