Job Title: IT Support Specialist - Connectivity Support
Location: Primarily Remote – Some travel to sites as needed – Must be local to Charlotte, NC
Period: 09/09/2024 to 03/29/2025 – potential for extension
Hours/Week: 40 hours (Hours over 40 will be paid at Time and a Half)
Rate: $35 – $40/hr
Contract Type: W2 only

Scope of Services:

The IT Support Specialist - Connectivity Support position will perform duties virtually and onsite at customer locations to support the implementation of POC Link cloud server and perform software upgrades with our ID NOW™ instrumentation. Instrumentation may be deployed in hospitals, laboratories, clinics, schools, long-term care facilities, pharmacies, and other clinical and non-clinical settings. Support will include utilization and advising customers on the intended use and the business impact of adoption or integration of POC Link, as well as answering questions and sharing best practices on use of solutions in various settings. Ability to perform preliminary troubleshooting is also required as part of this role. Position will monitor and report customer practices and testing locations as well as report key learnings. Tracking of customer testing locations and tracking installation status is also required.

Role, Responsibilities, and Deliverables:

• Monitor e-mail, web and phone intake channels to respond to customer inquiries
• Answer product related questions including implementation and troubleshooting
• Capture of data for customer interactions and performed tasks in customer relationship management (CRM) system
• Identify needs which require further consultation with customer; escalating complex questions and issues to the Technical Services or Technical Consultant and Management teams as required

Education & Experience:

• Associates degree in IT-related fields
• Minimum of 3 years of experience
• Competent in computer operation including Microsoft Teams, Word, Excel, PowerPoint, and Outlook in addition to PDF files
• Competent in cloud network and server utilization practices
• Proficient in cybersecurity practices
• Familiar with common firewall resolution practices
• Competent in routers, switches, ethernet ports, and Wi-Fi bridges configuration
• Familiar and understands most routing protocols with WAN/LAN networks and TCP/ICP Infrastructure
• Ability to work with a diverse team on multiple tasks as an individual contributor in a fast-paced, changing environment is critical
• Ability to leverage and/or engage others to accomplish tasks and projects
• Multitasks, prioritizes and meets deadlines in a timely manner
• General understanding of sales, customer service and consulting functions
• Strong organizational and follow up skills
• Excellent verbal and written communication skills and attention to detail
• Demonstrated ability to carry out assignments with minimal guidance in an accurate, dependable manner
• Familiarity with Salesforce CRM
• Previous experience in medical facilities, with customer facing support