Technology Support Specialist

3AM Technologies Technology Support Specialist Joelton, TN
· Full time

Technical customer support for Serve Rx and Sim Serve Rx  product lines

Whether in the clinic, recovery room or simulation environment, 3AM Technologies provides the infrastructure needed to care for patients and train future healthcare providers. Our Sim Serve Rx ® system equips educational institutions to train future healthcare providers on effective medication management practices in simulation environments. The Serve Rx® system brings safety and security to healthcare facilities with integrated software that reduces inventory costs and medication error rates.

3AM Technologies was founded in 2010 with the mission of providing medication management services with pride, honesty and vigilance.

3AM Technologies is seeking a Technical Support Specialist to join our Operations team in Joelton, TN. The role involves providing remote assistance to customers, diagnosing and troubleshooting software and hardware issues, implementing and upgrading proprietary software, and preparing and setting up PCs for our hardware solutions.

• Research and identify solutions to software and hardware issues
• Diagnose and troubleshoot technical issues within our proprietary software and hardware
• Ask customers targeted questions to quickly understand the root of the problem
• Track computer system issues through to resolution, within agreed time limits
• Communicate with clients via phone, email, or Teams to guide them through troubleshooting steps
• Escalate unresolved issues to appropriate internal teams (e.g., HL7 interface, training, management)
• Provide prompt and accurate feedback to customers
• Use internal database or external resources to provide accurate tech solutions
• Ensure all issues are properly logged
• Prioritize and manage multiple open issues simultaneously
• Follow up with clients to ensure IT systems are fully functional after troubleshooting
• Prepare and implement all PCs required for new customer purchases
• Conduct upgrade program for existing customers to the latest software version
• Document technical knowledge in an online wiki
• Maintain positive relationships with clients

This is a full-time hourly position with occasional overtime. Starting pay grade will be based on experience level.

• Hands‑on experience with Windows desktop and server operating systems
• Experience with SQL Server (standard and Express)
• Ability to diagnose and troubleshoot basic technical issues
• Familiarity with remote desktop applications and help desk software
• Excellent problem‑solving and communication skills
• Ability to provide step‑by‑step technical help, both written and verbal
• Self‑motivated, quick learner eager to work for a company that invests in education