Hypercare Support Specialist

Job Title:
Hypercare Support Specialist
Job Description
The Hypercare Support Specialist provides dedicated technical support for specialized healthcare devices and related technology initiatives. This role focuses on telephony-based troubleshooting for digital denture and imaging projects, while also handling hands-on hardware activities in a depot environment. You will follow standard operating procedures, support post-install activities, configure Windows systems, and collaborate with vendors to resolve technical issues. The position is based onsite in East Syracuse, Monday through Friday, from 8:00 a.m. to 5:00 p.m.
Responsibilities

• Provide telephony-based technical support for healthcare devices, including digital denture and imaging projects, by diagnosing issues, identifying points of failure, and delivering timely resolutions.
• Support end users remotely in a help desk or call center environment, using remote tools such as Team Viewer and Bomgar to troubleshoot devices and PCs.
• Follow standard operating procedures to perform post-install support for specialized medical devices and associated software.
• Configure Windows systems, including navigating Control Panel options, managing user accounts, and adjusting system settings as required.
• Access and work within Active Directory to configure user permissions and ensure appropriate access to systems and resources.
• Troubleshoot networking and connectivity issues for PCs and devices running on enterprise networks, including IP address-related problems and network wiring concerns.
• Route into Cisco Meraki equipment to locate IP addresses and assist with network configuration and diagnostics.
• Perform hardware-related tasks in a depot environment, including device preparation, imaging, inventory handling, and basic cable installation.
• Collaborate with vendors to escalate and resolve complex technical issues, ensuring thorough follow-up and clear communication of status to stakeholders.
• Document issues, solutions, and steps taken during troubleshooting to support knowledge sharing and continuous improvement.
• Field inbound and outbound calls from field offices as part of the Hypercare Support team, providing professional, customer-focused assistance.
• Multi-task effectively across remote support, hardware activities, and vendor coordination while maintaining reliability and high-quality service.
• Communicate clearly and professionally with end users, team members, and vendors to ensure a positive support experience.

Essential Skills

• Experience in a help desk or call center environment providing remote technical support to end users.
• Strong technical support skills, including the ability to understand issues, identify possible points of failure, qualify problems, and provide timely solutions.
• Hands-on familiarity with hardware, including basic troubleshooting, imaging, and inventory-related tasks.
• Help desk support experience in a Windows environment, with the ability to navigate Control Panel options and adjust system settings.
• Basic networking knowledge, including understanding IP addresses and common connectivity issues.
• Ability to route into Cisco Meraki devices to locate IP addresses and assist with network troubleshooting.
• Experience supporting PCs and devices on enterprise networks, including network wiring, switch patching, and cabling.
• Proficiency with remote support tools such as Team Viewer and Bomgar.
• Ability to work within Active Directory to configure user accounts and permissions.
• Strong communication skills and customer service orientation for telephony-based support.
• Ability to take initiative, multi-task, and manage priorities in a fast-paced support environment.
• Reliability, hard work ethic, and a commitment to following standard operating procedures.

Additional Skills & Qualifications

• Experience troubleshooting scenarios involving files stored on network file servers and identifying multiple potential points of failure.
• Comfort working in a structured team environment that includes hardware preparation, installations/server support, and Hypercare support functions.
• Soft skills that support effective collaboration with vendors and internal teams.
• Strong problem-solving mindset with the ability to think through various technical scenarios and root causes.
• Customer-focused attitude, ensuring a positive experience for field offices and clinical users of healthcare devices.

Why Work Here?
Join a newly formed, highly visible team that plays a critical role in delivering innovative technology initiatives across the country. You will contribute directly to projects that enhance patient experience and expand the services offered to healthcare customers. The environment values initiative, reliability, and clear communication, offering the opportunity to develop both technical and customer-facing skills while supporting cutting-edge medical technology.
Work Environment
This role is based onsite at an East Syracuse office, working Monday through Friday from 8:00 a.m. to 5:00 p.m. You will…