Telemedicine Support Associate Analyst

Job Title & Specialty Area : Telemedicine Support Assoc Analyst

Department : IT Customer Service

Location : Dallas TX area

Shift : Monday - Friday; 8:30am-5:00pm

Job Type : On-Site. This role requires frequent travel around the Dallas/Ft Worth area

Why Children's Health?

At Children's Health, our mission is to Make Life Better for Children, and we recognize that their health plays a crucial role in achieving this goal.

Through our cutting-edge treatments and affiliation with UT Southwestern, we strive to deliver an extraordinary patient and family experience, ensuring that every moment, big or small, contributes to their overall well-being.

Our dedication to promoting children's health extends beyond our organization and encompasses the broader community. Together, we can make a significant difference in the lives of children and contribute to a brighter and healthier future for all.

Summary :
The Telemedicine Support Associate Analyst is tasked with providing basic troubleshooting involving system administration, network diagnostics, OS issues, and software/hardware problems to support our Telemedicine end-users. This role encompasses addressing hardware, software, and network issues across various devices, such as computers, mobile devices, phones, telemedicine carts and their peripherals, wearables, and streaming devices. Participates in on-call/after-hours support as scheduled by the Manager IS Telemedicine Support and assists with small projects. The ideal candidate should have excellent communication skills, a customer-centric approach, and strong problem-solving capabilities. They must possess a solid understanding of computer systems and standard business applications and be able to adapt to shifting priorities in a dynamic environment. The Telemedicine Support Associate Analyst plays a vital role in ensuring a positive user experience and leveraging technology to boost organizational productivity.

Responsibilities :
User Support & Troubleshooting: Respond promptly to user inquiries via phone, email, or chat, diagnosing and resolving hardware, software, and network-related issues across multiple devices (computers, mobile devices, virtual health's carts and related peripherals, wearables, etc.). Provide guidance and troubleshooting assistance for end-users, escalating complex issues to higher-level support as necessary. Engage with vendors to resolve issues when needed and ensure effective resolution of customer tickets within established Service Level Agreements (SLAs).

Basic Troubleshooting & Escalation Management: Manage and resolve advanced hardware, software, and network issues. Ensure efficient issue resolution by collaborating with IT teams and escalating unresolved issues when required.

System Integration & Testing: Participate in the integration of new systems, applications, and technologies into the existing IT infrastructure. Assist in testing and implementing software updates, patches, and system upgrades to maintain system performance and security.

Process Improvement & Documentation: Identify inefficiencies in support processes and recommend improvements for enhanced service delivery. Contribute to the development and maintenance of comprehensive documentation, including troubleshooting guides, knowledge base articles, and best practices.

Hardware & System Maintenance: Assist with the installation, configuration, and maintenance of end-user hardware (desktops, laptops, mobile devices, etc.) Monitor and troubleshoot issues with system interfaces, telehealth carts, wearables, and other devices, coordinating repairs and upgrades with internal teams and vendors.

Project Participation & Management: Assist in the planning, design, development, testing, and deployment of IT projects, ensuring alignment with organizational goals and compliance with federal regulations. Provide technical expertise and support during project phases, collaborating with the Telemedicine Support Team and other stakeholders to meet deadlines and budgets. Regularly update project status and escalate issues to ensure timely and successful project implementation.

Security Compliance & User Assistance: Enforce security protocols to ensure devices and systems comply with organizational policies and remain protected from emerging threats. Provide basic training to users on new hardware, software, and system functionality, ensuring a smooth transition and effective use of IT resources.

On-Call & Remote Support: Provide on-call support and remote troubleshooting for users, addressing connectivity issues and system malfunctions in a timely manner. Support both local and remote users, including troubleshooting, system maintenance, and proactive system monitoring.

Collaboration & Team Support: Work closely with other IT support teams to share knowledge, escalate issues, and improve service processes. Participate in staff training sessions on new technologies, software, and system updates, fostering a collaborative learning environment.

Maintenance, Production Support & Customer Relations: Provide on-call support for maintaining system integrity, stability, and integrations, ensuring minimal downtime. Travel to off-site locations as necessary to resolve technical issues, assist with system upgrades, and maintain customer relationships. Coordinate communication regarding scheduled and unscheduled downtimes with application teams, vendors, and stakeholders.

Administrative & Other Duties: Complete required training (e.g., Children's Annual Required Training - CART), attend related meetings, and participate in departmental activities. Perform administrative duties including organizing, filing, and assisting with special projects as assigned by management.

Additional Responsibilities: Demonstrate flexibility in working with a 24/7 support schedule, including weekend rotations, on-call coverage, and unplanned overtime as needed. Willingness to travel between locations and provide on-site support as necessary.

How You'll Be Successful:
WORK EXPERIENCE

At least 1 year work related experience - required

Understanding of project management methodology; Direct experience related to same of similar systems installed at Children's. Preferred

EDUCATION

Four-year bachelor's degree or equivalent experience Preferred

Telemedicine Analysts supporting software must demonstrate competency in software used in their role. All training and testing must be successfully completed within 90 days of employment. Continuing education requirements must be maintained for applications applicable to the role. Required

A Place Where You Belong

We put our people first. We welcome, value, and respect the beliefs, identities and experiences of our patients and colleagues. We are committed to delivering culturally effective care, creating meaningful partnerships in the communities we serve, and equipping and developing our team members to make Children's Health a place where everyone can contribute.

Holistic Benefits – How We'll Care for You:

• Employee portion of medical plan premiums are covered after 3 years.
• 4%-10% employee savings plan match based on tenure
• Paid Parental Leave (up to 12 weeks)
• Caregiver Leave
• Adoption and surrogacy reimbursement

As an equal opportunity employer, Children's Health does not discriminate against employees or applicants because of race, color, religion, sex, gender identity and expression, sexual orientation, age, national origin, veteran or military status, disability, or genetic information or any other Federal or State legally-protected status or class. This applies to all aspects of the employer-employee relationship including but not limited to recruitment, hiring, promotion,