Job Description
Job Description
Company Summary:
VIZIA Diagnostics is a stand-alone, surgical pathology laboratory serving clients nationwide. Our team is focused on delivering best-in-class service excellence in diagnostic patient care.
We are a subspecialty model dedicated to the practice of gastrointestinal pathology with GI subspecialty-trained and experienced pathologists and histotechnicians focused exclusively on GI specimens to ensure the highest level of quality. VIZIA is a growing company with potential advancement into other surgical pathology specialties, including a more robust genitourinary practice.
In 2023, VIZIA was formed through an acquisition from Boston Scientific Corporation. With more than 30 years of operational expertise and advancements in diagnostic services, we are proud of what we have accomplished, but we are even more excited about what we will achieve together.
POSITION SUMMARY:
As an IT Support Specialist, you will play a crucial role in ensuring the smooth operation of our organization's information technology infrastructure. You will be responsible for providing technical support, maintaining hardware and software systems, implementing IT solutions, and deploying IT onboarding kits to support our local and out-of-state clients.
Key Responsibilities
VIZIA External Client Support
- Travel to client locations (local and out-of-state, approx. 20% of the time) to support onboarding, Vizia equipment setup, troubleshooting/repairs.
- Provide remote and on-site technical support for client systems, including LIS, VPN connectivity, and peripheral devices (barcode scanners, label printers, etc.)
- Serve as one of the primary points of contact for client IT issues, ensuring timely resolution and high satisfaction.
- Troubleshoot software, hardware, and networking problems across Windows and cloud-based environments (LIS)
- Assist with deployment of standardized IT onboarding kits and documentation
- Maintain detailed logs of support tickets, resolutions, and client feedback to inform continuous improvement
- Assist IT team with generating Quarterly Business Review documents for Customer Engagement team
- Assist in providing scheduled and emergency basic maintenance for VIZIA hardware at client sites, including printers, laptops, and network devices.
Internal systems and maintenance
- Monitor and resolve tickets through the helpdesk system according to IT processes.
- Maintain procedures and keep documentation up to date, including knowledge articles on ticket resolution.
- Prepare New Hire equipment such as workstations, screens, and laptops so they are set up and connected for their first day.
- Act as the Help Desk for internal VIZIA Diagnostics' employees and managers.
- Troubleshoot office equipment includes laptops, headsets, scanners, printers, screens and phones.
- Maintain SOPs for HIPAA Security and usage of company devices and technology.
- Support the management of the Digital Pathology server environment and connectivity to the vendor environment.
Skills and Abilities:
- Technical Support: Provide timely and effective technical support to employees experiencing hardware, software, or network issues. Troubleshoot problems, diagnose issues, and implement solutions to minimize downtime and ensure continuous operation.
- System Maintenance: Regularly perform maintenance tasks on hardware, software, and network systems to ensure optimal performance and security. This includes installing updates, patches, and upgrades as necessary.
- Hardware and Software Management: Manage inventory of hardware and software assets, including computers, servers, peripherals, licenses, and applications. Install, configure, and maintain software applications and operating systems according to organizational requirements.
- Network Administration: Assist in the setup, configuration, and maintenance of network infrastructure, including routers, switches, firewalls, and wireless access points.
- User Training and Education: Provide training and support to internal and external clients on Vizia IT systems, tools, and best practices. Develop training materials and documentation to empower users to leverage technology effectively and securely.
- Project Management: Participate in IT projects and initiatives, including system upgrades, migrations, and implementations. Collaborate with cross-functional teams to define project requirements, timelines, and deliverables, and ensure successful execution.
QUALIFICATION AND EXPERIENCE:
- A bachelor's degree in computer science, Computer Information Systems, Computer Technology, or a related field is welcome, but equivalent experience or training is also valued.
- 2+ years' experience in IT support, system administration, or a related role.
- Proficiency in operating systems (Windows etc.), networking protocols, and IT infrastructure components.
- Some experience with Azure and cloud computing is a plus
- Strong troubleshooting and problem-solving skills.
- Excellent communication and interpersonal skills, with the ability to interact effectively with users at all levels of the organization.
- Relevant certifications (e.g., CompTIA A+, Network+, Security+) are a plus.
- General Help Desk experience
- Ability to work independently and manage multiple client relationships
- Willingness and ability to travel up to 20% of the time is a must
- Experience with Laboratory Information Systems is a plus
Additional Requirements:
- Ability to work independently with minimal supervision and as part of a team.
- Willingness to stay updated on emerging technologies and industry trends.
- Flexibility to work outside regular business hours when necessary to address critical issues or complete project tasks.
Benefits:
- Competitive salary - $60,000 to $75,000
- Medical, dental, and vision insurance available.
- 401K with employer contribution
- Opportunities for professional development and career advancement.
- Dynamic and collaborative work environment.
- Meaningful contributions to the organization's success through innovative IT solutions.
PHYSICAL DEMANDS AND WORK ENVIRONMENT:
- Occasionally required to stand.
- Occasionally required to walk.
- Frequently required to sit.
- Continually required to utilize hand and finger dexterity.
- Occasionally required to climb, balance, bend, stoop, kneel or crawl.
- Frequently required to talk or listen.
- While performing the duties of this job, the noise level in the work environment is usually quiet.
- The employee must occasionally lift and /or move more than 50 pounds.
- Specific vision abilities required by this job include Close vision.