Tech Support Specialist Job Plymouth area,Minnesota USA,IT/Tech

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by diversity and inclusion, talented peers, comprehensive benefits and career development opportunities.

Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together.

The Hardware Technician role is designed to support the operational efficiency of Emergency Medical Services (EMS) by ensuring the functionality, security, and availability of laptops and other hardware used in the field. The position requires technical expertise in laptop repair, software updates, inventory management, and troubleshooting, along with a proactive approach to maintaining hardware and software systems. Below is a detailed summary of the responsibilities, daily duties, and qualifications for the role.

Key Responsibilities

Repair EMS Laptops

Depot Management:
Establish and manage a centralized location (Depot) where EMS crews can exchange malfunctioning or damaged laptops for fully functional ones. The process is designed to be simple and informal.
Crews bring broken laptops to the Depot.
Fill out a short form describing the issue.
Swap the broken laptop for a working one.

Daily Duties

Check the Depot for laptops needing repair.
Pick up malfunctioning laptops.
Track laptop locations and repair status in a database.
Repair laptops in-house when possible or send them for warranty repairs as needed.

Ensure Availability of Working Laptops

Laptop Imaging:
Create and maintain a standardized laptop image that includes essential applications such as ESO (Electronic Patient Care Reporting software), Handtevy (Pediatric emergency care software), PC Gateway (Connectivity software).
File Management:
Remove unnecessary files or images created by officers to optimize laptop performance.
Software Updates:
Ensure the ESO app and other critical software are updated regularly.
Windows Image Customization:
Modify the Windows 10 image (or other versions) to meet EMS-specific needs, addressing security considerations, user-friendly adjustments, and scripts for monitoring device usage.
Windows Updates:
Test updates before applying them to ensure compatibility and stability.

Inventory Management

Electronic Inventory:
Maintain a detailed inventory of laptops and their repair history using Vector Solutions' Check IT Module.
Periodic Reporting:
Generate reports on common issues and repairs to identify trends and improve processes.
Data Entry:
Assist in creating an electronic inventory for Fire Department apparatus, including but not limited to laptops.

Point of Contact for Hardware/Software Issues

Help Line Management:
Serve as the primary contact for hardware and software issues, carrying the 'Help Line' phone at all times.
Software Familiarity:
Develop expertise in ESO software, Lifenet systems, and other relevant platforms to address issues effectively.
Hardware Support:
Provide support for peripheral devices, including Physio Control Lifepak 15 (cardiac monitors/defibrillators), Titan external modems, Amazon readers, Unit iPhones (Full Code Pro).

Miscellaneous Duties

Reporting:
Assist in creating operational reports for Fire Administration (limited scope).
Cell Line Management:
Oversee the management of cell lines for laptops.
Scripting:
Develop scripts to automate routine tasks on laptops, improving efficiency.
Technological Support:
Provide additional support to the Fire Department in areas such as radio programming, once adequately trained.

You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear directions on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

Required Skills

High school diploma or equivalent.
Minimum age of 21 years.
1 year of experience in laptop repair and software updates.
1 year experience with Microsoft Office apps, especially Word and Excel.
1 year of customer service experience in a medical or technical facility.

Preferred Qualifications

Knowledge of Emergency Services billing requirements.
Ability to analyze and provide statistical data related to EMS services, including number of transports, common transport locations, overall EMS service trends.
Problem‑Solving:
Ability to troubleshoot hardware and software issues effectively.
Inventory Management:
Strong organizational skills to maintain accurate records of hardware and repair history.
Communication:
Clear and professional communication skills to interact with EMS crews and Fire Administration.
Adaptability:
Willingness to learn new technologies, such as radio programming, and adapt to evolving EMS needs.
Attention to Detail:
Precision in tracking laptop locations, repair…