Installation and Support Specialist I or II - Nova Biomedical

Nova Biomedical is hiring a Installation and Support Specialist I/II on-site in our Waltham, MA facility (9:30 AM - 6:30 PM) to provide telephone and remote access support to existing customers. You will triage, troubleshoot, and resolve customer reported issues as well as documenting, from initial receipt through final resolution including any required follow up in the appropriate logs, reports, and programs.

You will also be responsible for initial contact, coordination, remote installation, and training for new Nova Biomedical accounts as well as assist in the procurement of requisite hardware, obtaining remote access to the customer site, installation and instructing the customer in its use and configuration.

More specific responsibilities will include:

• Provide telephone and remote access support for customers.
• Provide escalated phone support to Nova Hotline personnel.
• Manage all assigned installations at customer facilities; coordinate with Customer IT Dept. to ensure network availability and readiness.
• Provide training in the setup and connection of products.
• Provide customer assistance with networking and connectivity support, when necessary.
• Provide remote network communication validation.
• Assist Implementation Managers with post implementation transition to live connectivity support.
• Coordinate and install Nova software upgrades.
• Update and manage Customer Status Report.
• Input and maintain all applicable application documentation and maintain project tracking system.
• Other tasks as required and directed by management.

Qualifications/Skills and Competencies:

• Windows 10/11, Server /2016/2019/2022 experience.
• Experience utilizing remote access (Cisco VPN, Citrix, Securelink, and others) services.
• A working knowledge and understanding of Web Interfaces, Relational Databases.
• A solid understanding of TCP/IP and wireless networking.
• Bedside Glucose testing and/or Point of Care experience involving data management is preferred.
• Optional on-call rotation available.

Skills and Competencies:

• Strong computer skills.
• Must be an effective communicator with strong analytical skills.
• Works well in a team environment.

Education/Experience:

• The ideal candidate will have a BS in a technical discipline, or equivalent work experience.
• Minimum of 1 to 3 years’ experience within medical and/or hospital IT department.

At Nova Biomedical, we practice our core values of mutual respect, honesty, and integrity throughout the company. With a strong sense of family in the workplace, we are proud that one third of all our employees have been with us for over 10 years.

Highlights of benefits offered to Nova Biomedical employees include Blue Cross Blue Shield medical plan, tuition reimbursement, matching 401K, company subsidized cafeteria and an innovative scholarship program for children of employees.