Technical Support Analyst

Employer
B-Line Medical
Location
Washington, DC
Posted
Jul 17, 2017
Closes
Jul 17, 2017
Function
Analyst
Hours
Full Time
Job DescriptionBA cents € 'Line Medical makes software that helps healthcare professionals and educators improve the delivery of healthcare. Focused on the capture, debriefing, and assessment of medical training and clinical events, BA cents € 'Line Medical specializes in the delivery of robust, yet easy-to-use web-based solutions. Our software has helped over 450 top hospitals, medical schools, and nursing programs in 18 countries operate and manage their training and QI programs more effectively.Our Mission To Provide healthcare educators and clinicians with innovative video-driven solutions to effect real and immediate improvement in the delivery of care.B-Line Medical is seeking a Technical Support Analyst to join our Support team. As a member of B-Line Medical's Support team, you will provide support for the B-Line Medical products to our customers and partners. You will have a key role in creating an outstanding customer experience by using troubleshooting and communication skills to ensure technical problems are analyzed, documented, and resolved. This customer-focused team environment is driven by the needs of our client base and maximizing their customer experience.This role requires the use of judgment and independent decision-making when managing your caseload. Performance is gauged by your attitude toward customers, dependability, punctuality, job knowledge, communication skills, and technical aptitude.What you will be doing:Responsible for maintaining a high level of customer satisfaction with clientsDemonstrates reliable attendance and punctuality within established work scheduleRecommend enhancements regarding product, application or documentationIndependently identify, troubleshoot, document and replicate customer problems and then escalate complex problems to the Development & QA Team in accordance with escalation proceduresUnderstand & deliver established service level agreementsDocument all client requests for assistance in helpdesk ticketing systemProactively seek opportunities to improve customer relationsTake initiative and be proactive to mitigate customer service issues before they ariseEducate other team members and problem-solve issues that arisePerform software upgrades or other special projects as assignedFollow standard Support processes and proceduresProvide on-call services on a rotational basisWhat we are looking for: Experience with the internet and/or Network infrastructure technologies (Web Servers, SSL Certificates, FTP, DNS, DHCP, etc.)Experience with administration of Microsoft Windows XP, Vista, 7, 8.1, Server 2003 and Server 2008Experience with administration of Microsoft IIS 6 and 7Experience with relational database technologies, especially Microsoft SQL Server 2005 and 2008Experience with diagnosing hardware issues on server form factorsDemonstrate the ability to troubleshoot and resolve problems in a technical team-oriented environmentStrong verbal, written and interpersonal communication skills Excellent time-management skills with the ability to manage multiple tasks and priorities Bachelor's Degree in Computer Information Systems, or similar field or equivalent technical support experience Advanced Certification: A+, Network+, MCSA, CCNAPluses:Experience implementing or supporting web-based applicationsExperience with Web application or Desktop software developmentExperience with SSL CertificatesAudio-Video Integration or Support experienceExperience with VB ScriptingExperience with LDAP - Active Directory, OpenLDAP, etc.Possible travel