Health IT Specialist I Job at Midmark Corporation in Versailles

Job Description

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.

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

• Technical Proficiency: Skilled in troubleshooting medical devices, software, operating systems, networking, and SQL databases.
• Customer Service: Ability to work effectively with diverse personalities while maintaining tact and diplomacy in a fast-paced, call center-type environment.
• Problem Solving: Strong analytical skills with the ability to diagnose and resolve complex technical issues.
• Communication: Excellent verbal and written communication skills with technical and non-technical audiences.
• Collaboration: Works well independently and within a team environment.
• Time Management: Able to plan, organize, and prioritize workload to meet deadlines in a high-pressure environment.
• Continuous Improvement Mindset: Engages in MPS skills and concepts to enhance processes and outcomes.
• Regulatory Awareness: Understanding of HIPAA, FDA, and quality system requirements for Class II medical devices.
• Additional Skills: Proficiency in Microsoft Office Suite and related tools; bilingual (Spanish) a plus.

About Us

Founded in 1915, Midmark Corporation is the only company transforming healthcare experiences through innovative design within the medical, dental and animal health environments. With more than 2,200 teammates worldwide, Midmark focuses on harmonizing space, technology and workflows, creating a better experience for caregivers and patients at the point of care. The Midmark headquarters and innovation hub are located in Versailles, Ohio, which is also home to the Midmark Experience Center, Design Center, Technology Center and our largest manufacturing facility. Midmark maintains eleven additional locations in the United States, including four innovation hubs, and has subsidiaries in India and Italy.

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