IT Support Representative

Austin, TX

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Job Description

Summary of Job Title: An Information Technology Support Representative – Tier I’s goal is to document and assist with customer’s requests for assistance utilizing e-MDs software.  This is accomplished through teamwork, clear communication, trouble shooting, and utilization of resources.  The successful experience of our customers depends on accurate, dependable, and timely resolution of all requests for assistance.


Essential Duties and Responsibilities:   

  • Follows all company policies as defined by e-MDs leadership and HR department.
  • Follows the direction, guidance, processes, and policies as defined by Customer Support Team Leads, Customer Support Managers, and e-MDs leadership.
  • Follows all Customer Support processes correctly the first-time and every time.
  • Responds to all customer requests for assistance in a timely manner that meets or exceeds the expected service level agreement for Customer Support.
  • Responds to all customer requests in a professional, courteous, and respectful manner.
  • Maintains a positive “can-do” attitude that fosters a positive team environment.
  • Works with a team of dedicated IT professionals that focus on accomplishing team, department, company and customer goals.
  • Provides suggestions and ideas in a constructive manner that help the team accomplish their goals and meets customer expectations.
  • Responds to incoming calls on the Support line, documenting all necessary information regarding the nature of the call, details surrounding the request for assistance, and steps taken to resolve the issue.
  • Analyzes, troubleshoots, provides recommendations, and solves customer requests regarding IT items related to or affecting our software products.
  • Assist customers or onsite information technology professionals with installation, upgrade, setup, and configuration of e-MDs software on the customer’s network.
  • Determine which calls are applicable to ITSR-TI skill set and which will need to be escalated and follow the appropriate process for escalation.
  • Knows core task set for all modules of e-MDs Solution Series software suite.
  • Creates knowledge base articles for posting onto Customer Support Site which alert the customer to best practices and provides instructions on software functionality.
  • Clearly documents customer tickets in the CRM system and follows the processes established for CRM use.
  • Clearly communicates (verbal and written) in a professional, courteous, and respectful manner.

Skills & Requirements


  • Minimum of one year combined health care or phone-based customer service experience.
  • Minimum of one year providing technical hands-on support in a professional hardware or software environment.
  • Ability to thrive in a high call volume environment.
  • Ability to manage multiple projects at the same time in a fast-paced environment.
  • Strong customer facing communication skills (verbal and written). Must communicate in a professional, courteous, and respectful manner.
  • Technical knowledge of Microsoft operating systems (Windows workstation, Server 2003 and 2008): User and domain permissions, networking, and DNS.
  • Ability to troubleshoot, and use the tools available in the Windows operating systems to diagnose problems.
  • Technical knowledge of Microsoft SQL Server 2005/2008 in the following areas: database backups, basic table navigation, running traces, executing stored procedures, basic SQL scripts, and performance monitoring.
  • Ability to troubleshoot, and understand networking as pertains to a SQL server environment, web services, and various peripherals (printers, scanners, etc.).
  • Basic networking knowledge and ability to troubleshoot internet and VPN issues.
  • Ability to independently utilize resources such as the web, technical white papers, company knowledge base articles, company documentation, and other resources to research and discover solutions for clients.
  • Working knowledge of WebEx.
  • Working knowledge of Microsoft SharePoint.
  • Working knowledge of Microsoft Office Suite (Word, Excel, Outlook, and PowerPoint).
  • Must be available between the hours of 7AM – 7PM CST.
  • Strong focus on customer service.


  • Knowledge of medical terminology.
  • Knowledge of medical billing or insurance.
  • Working knowledge of Terminal Services, Citrix, Cisco.
  • Certification as a Microsoft Certified Professional, A+, or Network+.