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Waterline Ventures
Waterline Ventures

Senior Technical Support Specialist (100% Remote)

Nice Healthcare

Nice Healthcare

IT, Customer Service
Posted on Thursday, May 2, 2024

We’re building a better health system! At Nice, we’re making healthcare accessible by delivering integrated primary, musculoskeletal, and mental health care to patients when they want it through a combination of in-home and virtual visits while also improving the quality of care by eliminating the complexity, poor management and time constraints that hold clinicians captive.

Building a better health system for all requires the input and perspectives of all. Nice actively seeks a mixture of beliefs, backgrounds, education, and point of view to help us drive better, more informed design and business decisions. Nice is committed to building a diverse, inclusive, and equitable workforce and we diligently provide equal employment opportunities for all applicants and employees.

Senior Technical Support Specialist

The Information Technology team at Nice Healthcare has an exciting opportunity for an approachable and empathetic Senior Technical Support Specialist! In this role, you’ll provide support to all Nice Healthcare employees by troubleshooting and resolving technical issues in a timely and efficient manner. You will work alongside a team of desktop support specialists to maintain all organizational hardware and software. Maintenance of this technology includes, but isn’t limited to, installing, diagnosing, repairing, maintaining and upgrading all company hardware and equipment to ensure optimal performance.

To be successful in this role, you will need to be forward-thinking, detail-oriented and self-motivated while providing technical support to team members across all departments. Additionally, you will need to demonstrate excellent written, oral, and interpersonal communication skills. You will positively impact both employee and patient satisfaction by efficiently addressing sticky technology issues and by improving your coworkers’ understanding of the technology they need to be successful.

This position is remote and will be mainly supporting customers in the Eastern and Central time zones. The successful candidate must be located within the 50 United States.

Who You Are:

You are a people focused person with a solution-oriented attitude. You have an attention for detail and aptitude to document problems and the steps taken to resolve problems. You work independently when appropriate and interdependently with your team to share information and solve problems.

What you’ll do at Nice:

  • Monitor and address technical support tickets and concerns in both Slack and Jira Service Management to ensure prompt awareness and resolution
  • Thoughtfully prioritize and manage all incoming technical support tickets
  • Diagnose and troubleshoot technical issues
  • Document problems and resolutions clearly
  • Foster a positive and supportive environment that promotes asking for and receiving help
  • Increase tech literacy across the company by creating support resources such as articles or videos
  • Create self-service resources for patient and member tech support
  • Manage hardware and software onboarding for all new hires
  • Monitor endpoint dashboards and respond to concerns
  • Manage and support our identity management and SSO tools
  • Be an expert on our device security policies and reinforce best practices throughout Nice
  • Provide monthly reporting on issues, resolutions and recurring themes
  • Bring kindness and patience to everything you do

What You’ll Need:

  • Tech Support Experience: 5 years or more
  • Expert with macOS and iOS in a homogeneous Apple environment
  • Expert with Jamf Pro
  • Proficient with Google Workspace and Android
  • Experience with Okta
  • Experience providing support remotely (and TeamViewer)
  • Experience with Jira Service Management is a bonus
  • Experience with hardware asset management is a bonus

About Nice Healthcare

Nice Healthcare is a technology-enabled full-service primary care clinic without a physical location that treats our patients in the comfort of their homes with in-person visits or online video calls.

We foster an open and supportive company culture that values the input and ideas of all team members no matter their role. We are an innovative company in that we are revolutionizing the way patients receive primary care services and we don’t settle for the status quo - we are always implementing new processes and technology to make our work more efficient and productive.

We are committed to building a workforce that is diverse and inclusive. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.