TECHNICAL SUPPORT SPECIALIST at STATE OF FRANKLIN HEALTHCARE GROUP

📍 Job Overview

Job Title: Technical Support Specialist
Company: State of Franklin Healthcare Group
Location: 19077 INFORMATION SYSTEMS - JOHNSON CITY, TN
Job Type: Full Time
Category: IT Support & Helpdesk
Date Posted: 2025-06-11
Experience Level: Entry to Mid-Level
Remote Status: On-site

🚀 Role Summary

Manage user accounts and provide technical assistance to healthcare providers and staff
Troubleshoot and resolve hardware, software, and system issues
Perform daily system checks and maintain computer performance
Install, upgrade, and repair computer hardware and software
Compile information and prepare reports on technical issues and resolutions
Collaborate with IT team members to ensure system reliability and user satisfaction

📝 Enhancement Note: This role requires a strong customer service focus, as the Technical Support Specialist will interact with various users across the organization. Excellent communication skills and patience are essential for success in this position.

💻 Primary Responsibilities

Account Management: Manage user accounts, including access rights and permissions
Technical Assistance: Provide support for computer systems, software, and hardware issues
System Monitoring: Perform daily system checks to ensure optimal performance and identify potential issues
Hardware & Software Installation: Install, modify, and repair computer hardware and software as needed
Troubleshooting: Diagnose and resolve technical problems, following established protocols and best practices
Reporting: Compile information and prepare reports on technical issues, resolutions, and system performance
Collaboration: Work closely with the IT team to ensure system reliability, user satisfaction, and continuous improvement

📝 Enhancement Note: This role may require on-call duties and after-hours support to ensure timely resolution of critical issues affecting user productivity and patient care.

🎓 Skills & Qualifications

Education: High school diploma or GED; Bachelor's degree in information systems or a related field is desired but not required

Experience: Basic understanding of Active Directory, networking concepts, and TCP/IP. Proficient knowledge of Windows operating systems (Windows 7 & XP) and Microsoft Office products. Experience in a physician office setting is preferable.

Required Skills:

Strong communication and interpersonal skills
Active listening and problem-solving abilities
Basic understanding of computer hardware, software, and systems
Familiarity with Windows operating systems and Microsoft Office products
Ability to work independently and in a team environment

Preferred Skills:

Experience with helpdesk software and ticketing systems
Knowledge of healthcare-specific software applications
Familiarity with ITIL or other IT service management frameworks
Basic understanding of networking concepts and TCP/IP

📊 Web Portfolio & Project Requirements (N/A for this role)

💵 Compensation & Benefits

Salary Range: $35,000 - $50,000 per year (Estimated based on regional IT support standards and company size)

Benefits:

Company Provided Life and Accidental Death and Dismemberment Insurance
Company Provided Long Term Disability Insurance
Employee Stock Ownership Plan
401(k) Company Contributions
Voluntary options for Medical, Dental, Vision, and additional Life Insurance
Company match in Health Savings Account Plans
Vacation, Personal, Sick and Holiday Time Off
Tuition Assistance Programs
An array of team member perks and discounts

Working Hours: Full-time, 40 hours per week, with potential on-call duties and after-hours support

🎯 Team & Company Context

🏢 Company Culture

Industry: Healthcare

Company Size: Medium to Large (250+ providers and 900+ team members)

Founded: Not specified

Mission: To improve the health and well-being of patients and team members

Team Structure:

The Technical Support Specialist will work closely with the IT department and collaborate with various teams across the organization to ensure system reliability and user satisfaction
This role may report to the IT Manager or a similar position within the IT department

Development Methodology: Not specified, but likely to follow ITIL or similar service management frameworks

Company Website: www.sofha.net

📝 Enhancement Note: State of Franklin Healthcare Associates is a physician-led and team member-owned multi-specialty care group, which suggests a strong focus on collaboration, communication, and patient-centered care. The Technical Support Specialist will play a crucial role in supporting the organization's mission by ensuring reliable and efficient IT systems.

📈 Career & Growth Analysis

IT Support Role Level: Entry to Mid-Level - This role provides an opportunity to gain experience in IT support and develop skills in hardware, software, and system troubleshooting. With time and proven performance, the Technical Support Specialist may advance to more senior roles within the IT department, such as IT Support Specialist II, Senior IT Support Specialist, or Team Lead.

Reporting Structure: The Technical Support Specialist will report to the IT Manager or a similar position within the IT department. They will collaborate with various teams across the organization, including clinical and administrative staff, to ensure system reliability and user satisfaction.

Technical Impact: The Technical Support Specialist will have a direct impact on user productivity and patient care by ensuring reliable IT systems and timely resolution of technical issues. They will also contribute to system optimization and improvement by identifying trends and providing feedback to the IT team.

Growth Opportunities:

Technical Skill Development: Gain experience in hardware, software, and system troubleshooting, as well as exposure to healthcare-specific software applications and IT service management frameworks
Career Progression: With time and proven performance, the Technical Support Specialist may advance to more senior roles within the IT department, such as IT Support Specialist II, Senior IT Support Specialist, or Team Lead
Leadership Potential: Demonstrate strong problem-solving skills, communication abilities, and team leadership to take on more responsibilities and mentor junior team members

📝 Enhancement Note: The Technical Support Specialist role at State of Franklin Healthcare Associates offers an opportunity to gain valuable experience in IT support and develop skills that are transferable to other industries and roles. By demonstrating strong performance and a commitment to continuous learning, the Technical Support Specialist can build a successful career in IT support and related fields.

🌐 Work Environment

Office Type: On-site, with potential remote work for on-call duties and after-hours support

Office Location(s): 19077 INFORMATION SYSTEMS - JOHNSON CITY, TN

Workspace Context:

The Technical Support Specialist will work in a shared office environment with other IT team members and may interact with users across the organization
The workspace will be equipped with necessary tools and resources to perform hardware, software, and system troubleshooting, as well as compile reports and communicate with users and team members
The Technical Support Specialist will have the opportunity to collaborate with various teams across the organization, gaining exposure to different aspects of healthcare and IT support

Work Schedule: Full-time, 40 hours per week, with potential on-call duties and after-hours support to ensure timely resolution of critical issues affecting user productivity and patient care

📝 Enhancement Note: The Technical Support Specialist role at State of Franklin Healthcare Associates offers a dynamic and collaborative work environment, with the opportunity to interact with various teams across the organization. By providing excellent customer service and demonstrating strong technical skills, the Technical Support Specialist can build a successful career in IT support and related fields.

📄 Application & Technical Interview Process

Interview Process:

Phone or Video Screen: A brief phone or video call to assess communication skills and basic technical knowledge
On-site Interview: A face-to-face interview with the IT Manager or a similar position within the IT department to discuss technical skills, problem-solving abilities, and cultural fit
Skills Assessment: A hands-on assessment of hardware, software, and system troubleshooting skills, as well as familiarity with Windows operating systems and Microsoft Office products
Final Decision: A decision will be made based on the candidate's technical skills, communication abilities, and cultural fit with the organization

Portfolio Review Tips: N/A (Not applicable for this role)

Technical Challenge Preparation:

Brush up on hardware, software, and system troubleshooting skills, with a focus on Windows operating systems and Microsoft Office products
Familiarize yourself with common technical issues and best practices for resolution
Prepare examples of previous technical support or customer service experiences, highlighting problem-solving skills and communication abilities

ATS Keywords: Account Management, Technical Assistance, Computer Systems, Software, Hardware, Active Directory, Networking Concepts, TCP/IP, Windows 7, Windows XP, Microsoft Office, Hardware Installation, Software Installation, Troubleshooting, IT Support, Helpdesk, Customer Service, Problem-Solving, Communication Skills

📝 Enhancement Note: The Technical Support Specialist role at State of Franklin Healthcare Associates requires strong communication skills, problem-solving abilities, and basic technical knowledge. By demonstrating a commitment to customer service and continuous learning, the candidate can successfully navigate the interview process and secure the position.

🛠 Technology Stack & Web Infrastructure (N/A for this role)

👥 Team Culture & Values

IT Support Values:

Customer Focus: Prioritize user needs and strive to provide exceptional customer service
Proactive Problem-Solving: Anticipate and address technical issues before they impact user productivity and patient care
Continuous Learning: Stay up-to-date with industry best practices, emerging technologies, and healthcare-specific software applications
Collaboration: Work closely with various teams across the organization to ensure system reliability and user satisfaction
Adaptability: Remain flexible and responsive to changing user needs and organizational priorities

Collaboration Style:

Cross-Functional Integration: Collaborate with various teams across the organization, including clinical and administrative staff, to ensure system reliability and user satisfaction
Code Review Culture: Not applicable (This role does not involve software development)
Knowledge Sharing: Share technical knowledge and best practices with team members and users to improve system performance and user productivity
Technical Mentoring: Provide guidance and support to junior team members and users to develop their technical skills and confidence

📝 Enhancement Note: The Technical Support Specialist role at State of Franklin Healthcare Associates requires a strong commitment to customer service, continuous learning, and collaboration. By embracing these values and demonstrating a proactive approach to problem-solving, the Technical Support Specialist can contribute to a positive and productive work environment.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Hardware and Software Troubleshooting: Diagnose and resolve technical issues with computer hardware, software, and systems, often under pressure and with limited information
User Expectations: Manage user expectations and provide clear and concise communication regarding technical issues, resolutions, and system performance
System Optimization: Identify trends and patterns in technical issues to optimize system performance and prevent future problems
Emerging Technologies: Stay up-to-date with emerging technologies and healthcare-specific software applications to provide effective support and recommendations

Learning & Development Opportunities:

Technical Skill Development: Gain experience in hardware, software, and system troubleshooting, as well as exposure to healthcare-specific software applications and IT service management frameworks
Career Progression: With time and proven performance, the Technical Support Specialist may advance to more senior roles within the IT department, such as IT Support Specialist II, Senior IT Support Specialist, or Team Lead
Leadership Potential: Demonstrate strong problem-solving skills, communication abilities, and team leadership to take on more responsibilities and mentor junior team members

📝 Enhancement Note: The Technical Support Specialist role at State of Franklin Healthcare Associates presents various challenges and growth opportunities. By embracing a proactive approach to problem-solving, continuous learning, and collaboration, the Technical Support Specialist can overcome technical challenges and contribute to a positive and productive work environment.

💡 Interview Preparation

Technical Questions:

Hardware and Software Troubleshooting: Describe your experience with hardware, software, and system troubleshooting, including specific examples of technical issues and resolutions
Problem-Solving: Walk through a scenario involving a complex technical issue and explain your approach to diagnosis, resolution, and prevention
User Communication: Discuss your experience with user communication, including strategies for managing expectations and providing clear and concise technical explanations

Company & Culture Questions:

IT Department Structure: Describe the IT department structure at your previous organization and your role within it
IT Service Management: Explain your experience with IT service management frameworks, such as ITIL, and how you have applied them in previous roles
Healthcare IT: Discuss your experience with healthcare-specific software applications and the unique challenges and opportunities presented by healthcare IT

Portfolio Presentation Strategy: N/A (Not applicable for this role)

📝 Enhancement Note: The Technical Support Specialist role at State of Franklin Healthcare Associates requires strong problem-solving skills, communication abilities, and a commitment to continuous learning. By preparing for technical and company-specific questions, the candidate can effectively demonstrate their qualifications and secure the position.

📌 Application Steps

To apply for this Technical Support Specialist position at State of Franklin Healthcare Associates:

Submit your application through the application link provided
Review the job description and requirements, ensuring your resume highlights relevant skills and experiences
Prepare for the interview process by brushing up on hardware, software, and system troubleshooting skills, as well as familiarizing yourself with Windows operating systems and Microsoft Office products
Research the organization and its mission to demonstrate your commitment to patient care and customer service
Prepare examples of previous technical support or customer service experiences, highlighting problem-solving skills and communication abilities

⚠️ Important Notice: This enhanced job description includes AI-generated insights and industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

TECHNICAL SUPPORT SPECIALIST