Eden Prairie, Minnesota,
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For more than seven decades the Diagnostic Group LLC has been an innovator in audiological instruments, developing, producing, and distributing reliable products ranging from hearing screening to diagnostic solutions. Diagnostic Group LLC has grown over the years to fulfill the specialized needs of the growing field of audiology. From screening audiometers for school nurses and General Practitioners to complex diagnostic instruments for in-depth examination. Diagnostic Group LLC provides novel and efficient tools for hearing professionals. The Diagnostic Group LLC division is located in Eden Prairie, MN.
The Senior Software Support Specialist is responsible to troubleshoot advanced software application issues and provide technical stakeholder support to resolve technical faults quickly and accurately. As a Senior Software Support Specialist, you will be part of a team where support and problem resolution are key to the ongoing success of our business. You will provide advanced break/fix and configuration support for our applications, databases, and EHR/EMR connectivity solutions within enterprise healthcare environments.
The ideal candidate will have a strong background in IT support and desire to continuously improve the overall operations of the department.
Provide exceptional remote technical customer support for the installation and implementation of our proprietary applications via phone, support portal & remote assistance tools; acting as a final escalation point within the team
Act as technical lead on products/projects as assigned
Log all cases and defects within ticketing system per Quality Management System
Create knowledgebase articles over assigned products areas to improve departmental workflow and advise/review articles from teammates, checking for technical accuracy
Meet all department SLAs and KPIs, advising manager of breach points
Assist teammates with inbound tickets during peak support hours as needed
All other duties as assigned
Bachelor’s Degree in Computer Sciences/Information Systems or equivalent experience with 3-5 years in a similar technical role; OR combination of experience and technical certification(s) – CompTIA (A+, Network+), Cisco (CCNA), Microsoft (MCSE) and related
Advanced knowledge of Microsoft Windows including permissions, users (Active Directory), services, & Group Policy Objects
Strong logical troubleshooting skills & techniques
Self-starter - able to use reference material to work independently with minimal supervision
Fundamental knowledge of networking concepts
Intermediate knowledge of relational databases (client-server configuration, installation, troubleshooting)Microsoft SQL Server
Excellent attention to detail and highly organized
Customer-first attitude to clearly communicate details to both internal and external customers with varying technical abilities in a healthcare setting
Previous experience with proprietary devices/applications (preferred)
Travel: On-site domestic/international travel may be required with advance notice <5%
Nice to Haves:
Previous experience or education related to health information systems (HIS) via interfaces such as HL7 (2.x/FHIR) or API (XML/JSON)
Previous experience in hearing healthcare field
Diagnostic Group LLC is part of the Demant Group. Demant is a world-leading hearing healthcare group that for more than a century has played a vital part in developing innovative technologies and know-how to help improve people’s hearing and health. In every aspect, from hearing devices, hearing implants and diagnostic equipment to intelligent audio solutions and hearing care all over the world, Demant is active and engaged.
The Demant Group operates in a global market with companies in more than 30 countries, employs more than 14,500 staff and generates annual revenue of DKK 14 billion (approx. 2.1 billion USD). Our products are sold in more than 130 countries.
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