Job Board

The Technology Support Specialist (TSS) is a key member of the Upward Health Infrastructure & Security Team, and is responsible for providing outstanding front line technical support on various systems to our end users, as well as helping to develop and maintain Upward Health’s Internet and Intranet presences. The ideal candidate will have experience working in a high pressure environment, be familiar with Microsoft platforms, and be a quick learner who can teach others while troubleshooting problems. Said candidate will be a dynamic team player that understand the importance of collaboration and communication.

The TSS role represents a unique opportunity for the right person to gain valuable service and technical experience while working in a cohesive team environment to provide systems administration, support, and training for our regional clinical teams based throughout the United States. Applicants must possess a professional demeanor and be self-motivated, having a strong desire to learn while maintaining flexibility and understanding that the scope of services and protocols will evolve along with our organization’s mission of improving healthcare delivery for underserved populations.

Responsibilities:

Primary point of contact for organizational support requests and overall technical triage effort, performing various support tasks for users as needed, and providing diligent documentation of end-user communications and troubleshooting efforts.
Provide ticketing system support for standard corporate administrative tasks, physical and cloud infrastructure maintenance, and incident resolution and root cause analysis for various production incidents.
Responsible for device- and account-level configuration and maintenance, with a strong focus towards system security.
Deliver reports and summaries to management which highlight problem areas related to our systems and technical processes, along with resolution proposals.
Ensure comprehension, compliance, and dissemination of organizational security protocols, especially around PHI and other sensitive types of information.
Excellent communication and presentation skills, approaching problems with a can-do attitude, exhibiting the ability to work independently, and the intuition to escalate issues when needed.
Developing and maintaining internal and external webpages, managing existing content and developing new content as needed.
Optimization of shared internal resources, such as: environment documentation, departmental SharePoint sites, knowledgebase platforms (wiki, Confluence, etc.), and instructional/training materials.
Fluent in English; Spanish fluency a plus.

Requirements
Qualifications:

A Bachelor’s degree in Computer Science, or sufficiently comparable professional experience in a help desk or technical support role.
Experience with Microsoft Environment administrative mainstays, including (but not limited to): Azure, Office, SharePoint, Teams, and Visio.
Strong verbal and written communication skills, with a focus on customer service and approachability.
Ability to maintain, and improve when necessary, a help desk escalation process, and ensure its successful execution.
Excellent troubleshooting skills, and an ability to work in a collaborative environment.
Comfortable researching and recommending new/alternative practices, programs, and systems.

Upward Health is proud to be an equal opportunity employer. We are committed to attracting, retaining and maximizing the performance of a diverse and inclusive workforce. This job description is a general outline of duties performed and is not to be misconstrued as encompassing all duties performed within the position. All individuals selected for a position will undergo a background check appropriate for the position's responsibilities.

**We require all our employees to be vaccinated and to show proof of vaccination upon hire**

** This is a Remote Role. When doing amazing work with or on behalf of our patients, you will be expected to work from home in a space that is private, professional, and free from distraction. **
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