Health IT Technical Support Specialist I

Job Summary 

Midmark is dedicated to transforming healthcare experiences through innovative design, harmonizing space, technology, and workflows to create better outcomes for caregivers and patients at the point of care. As a Health IT Specialist I, you will play a vital role in this mission by providing industry-leading front-line technical support for Midmark’s integrated hardware and software solutions in a fast-paced environment.  

Your expertise will help ensure seamless EMR connectivity, optimize device and software performance, and enhance the customer experience. You will work directly with technical and clinical staff in a regulated healthcare setting, supporting Class II medical devices and ensuring HIPAA, FDA, and quality system compliance.  

This role directly supports Midmark’s vision of designing better care by resolving customer issues efficiently, enabling healthcare teams to focus on delivering exceptional patient care.  

Success in this role requires a strong technical aptitude as well as the ability to learn complex workflows quickly, replicate customer environments, and deliver exceptional customer service. 

Job Location 

This position is based at our Cincinnati location with the flexibility for occasional travel (5%) to customer sites for installation, troubleshooting, and/or training. 

Primary Responsibilities 

 

Technical Support and Troubleshooting 

• Provide end-user technical support for connected medical devices, diagnostic software, and EMR integrations via phone, email, chat, and remote assist tools (e.g., LogMeIn Rescue 123). 

• Diagnose, troubleshoot, document, and resolve issues related to Midmark products, involving: 

• Troubleshoot operating system and network communication issues impacting product performance and connectivity, including thin-client and virtualized environments (RDP, Citrix, VMware) 

• Install, configure, and troubleshoot database environments, including SQL Server 

• Support and troubleshoot EMR integrations to ensure seamless connectivity between diagnostic software, medical devices, and customer EMR/EHR systems 

• Validate Midmark software and hardware in preparation for clinical training. 

• Create and update troubleshooting guides, knowledge base articles, and department resources. 

 

Customer Engagement and Issue Resolution 

• Maintain strong rapport with internal and external customers, ensuring timely, thorough follow-up until resolution. 

• Document customer complaints in Midmark’s incident management system to track trends and address high-impact issues. 

• Prioritize customer satisfaction by delivering empathetic, solution-focused service in high-pressure situations. 

 

Collaboration and Continuous Improvement 

• Participate in Midmark Production System (MPS) initiatives to improve processes, efficiency, and customer outcomes. 

• Work with cross-functional teams to share customer insights for product improvement. 

• Assist with installation, configuration, and validation of software solutions. 

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Experience and Education 

• Associate’s degree in Health Information Management, Information Technology, Engineering, or related field preferred. 

• Healthcare IT EMR/EHR experience required. 

• At least 2 years of relevant experience in technical support, healthcare IT, or a related field, or a combination of education and experience. 

• Proficiency in installing, configuring, and troubleshooting Windows client and server operating systems, including support for thin-client and virtualized environments (RDP, Citrix, VMware). 

• Hands-on experience with SQL Server setup, configuration, permissions, and connectivity troubleshooting. 

• Experience supporting integrations between systems using HL7, FHIR, APIs, or similar standards. 

• Familiarity with device-to-application communication in networked or thin-client environments. 

• Microsoft IIS configuration, including certificate management, web application deployment, and API integrations. 

• Basic scripting (PowerShell, batch files, or similar). 

Certifications preferred or ability to obtain: 
  • Microsoft SQL certifications or Microsoft Technology Associate (Database Fundamentals) 
  • CompTIA A+, Network+ 

 

Core Competencies