IT Support Specialist - Connectivity Support (Remote East Coast USA)

Job Title : IT Support Specialist - Connectivity Support

Location :  Primarily Remote – Some travel to sites as needed – Must be local to Charlotte, NC

Period :   09 / 09 / 2024 to 03 / 29 / 2025 – potential for extension

Hours / Week :  40 hours (Hours over 40 will be paid at Time and a Half)

Rate :   $35 – $40 / hr

Contract Type :  W2 only

Scope of Services :

The IT Support Specialist - Connectivity Support position will perform duties virtually and onsite at customer locations to support the implementation of POC Link cloud server and perform software upgrades with our ID NOW™ instrumentation. Instrumentation may be deployed in hospitals, laboratories, clinics, schools, long-term care facilities, pharmacies, and other clinical and non-clinical settings.  Support will include utilization and advising customers on the intended use and the business impact of adoption or integration of POC Link, as well as answering questions and sharing best practices on use of solutions in various settings. Ability to perform preliminary troubleshooting is also required as part of this role. Position will monitor and report customer practices and testing locations as well as report key learnings. Tracking of customer testing locations and tracking installation status is also required.

Role, Responsibilities, and Deliverables :

• Monitor e-mail, web and phone intake channels to respond to customer inquiries
• Answer product related questions including implementation and troubleshooting
• Capture of data for customer interactions and performed tasks in customer relationship management (CRM) system
• Identify needs which require further consultation with customer; escalating complex questions and issues to the Technical Services or Technical Consultant and Management teams as required

Education & Experience :