Tech Support Specialist

Key Responsibilities

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1. Repair EMS Laptops

Depot Management: Establish and manage a centralized location (Depot) where EMS crews can exchange malfunctioning or damaged laptops for fully functional ones. The process is designed to be simple and informal
Crews bring broken laptops to the Depot
Fill out a short form describing the issue
Swap the broken laptop for a working one
Daily Duties

Check the Depot for laptops needing repair
Pick up malfunctioning laptops
Track laptop locations and repair status in a database
Repair laptops in-house when possible or send them for warranty repairs as needed
2. Ensure Availability of Working Laptops

Laptop Imaging: Create and maintain a standardized laptop image that includes essential applications such as:
ESO (Electronic Patient Care Reporting software).
Handtevy (Pediatric emergency care software).
PC Gateway (Connectivity software).
File Management: Remove unnecessary files or images created by officers to optimize laptop performance
Software Updates: Ensure the ESO app and other critical software are updated regularly
Windows Image Customization: Modify the Windows 10 image (or other versions) to meet EMS-specific needs, addressing:
Security considerations (e.g., limiting web access, restricting settings via group policy)
User-friendly adjustments based on feedback from end users
Implementation of scripts for monitoring device usage, including notifications for photos/videos, web activity, and daily IP address check-ins.
Windows Updates: Test updates before applying them to ensure compatibility and stability
3. Inventory Management

Electronic Inventory: Maintain a detailed inventory of laptops and their repair history using Vector Solutions' Check IT Module.
Periodic Reporting: Generate reports on common issues and repairs to identify trends and improve processes.
Data Entry: Assist in creating an electronic inventory for Fire Department apparatus, including but not limited to laptops.
4. Point of Contact for Hardware/Software Issues

Help Line Management: Serve as the primary contact for hardware and software issues, carrying the "Help Line" phone at all times
Software Familiarity: Develop expertise in ESO software, Lifenetsystems, and other relevant platforms to address issues effectively.
Hardware Support: Provide support for peripheral devices, including:
Physio Control Lifepak 15 (cardiac monitors/defibrillators)
Titan external modems
Amazon readers
Unit iPhones (Full Code Pro)
5. Miscellaneous Duties

Reporting: Assist in creating operational reports for Fire Administration (limited scope)
Cell Line Management: Oversee the management of cell lines for laptops
Scripting: Develop scripts to automate routine tasks on laptops, improving efficiency
Technological Support: Provide additional support to the Fire Department in areas such as radio programming, once adequately trained
You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear directions on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

Required Skills:

High school diploma or equivalent
Minimum age of 21 years
1 year of experience in laptop repair and software updates
1 year experience with Microsoft office apps especially with word and excel
1 year of customer service experience in a medical or technical facility
Preferred Qualifications

Knowledge of Emergency Services billing requirements
Ability to analyze and provide statistical data related to EMS services, including:
Number of transports
Common transport locations
Overall EMS service trends
Problem-Solving: Ability to troubleshoot hardware and software issues effectively.
Inventory Management: Strong organizational skills to maintain accurate records of hardware and repair history.
Communication: Clear and professional communication skills to interact with EMS crews and Fire Administration.
Adaptability: Willingness to learn new technologies, such as radio programming, and adapt to evolving EMS needs.
Attention to Detail: Precision in tracking laptop locations, repair statuses, and inventory data.