Support Engineer I, Center Optimization

Concentra is recognized as the nation’s leading occupational health care company.

With more than 40 years of experience, Concentra is dedicated to our mission to improve the health of America’s workforce, one patient at a time. With a wide range of services and proactive approaches to care, Concentra colleagues provide exceptional service to employers and exceptional care to their employees.

The Support Engineer I, Clinical Center Optimization will play a critical role in supporting our healthcare clinics by ensuring seamless IT performance before, during, and after technical fieldwork. The role requires a mix of site visits, monitoring, coordination, troubleshooting, and documentation to ensure stability and accountability across clinics’ IT environments. This role involves troubleshooting application errors and collaborating with users to enhance application functionality. Address complex user inquiries and ensure adherence to regulatory standards during interactions. Provides technical support for clinical applications, ensuring effective performance and user satisfaction while adhering to industry compliance standards.

•  Resolve clinical application issues
• Assist users with software navigation
• Coordinate with IT teams for escalation
• Utilize ticketing system efficiently
• Document issue resolutions
• Resolve and monitor system performance and errors
• Update application configurations as required
• Provide end-user support documentation
• Gather and implement user feedback for improvements
• Possess support desk tools expertise
• Ability to define and react regarding clinical applications support
• Experience and demonstrated troubleshooting skills
• Superb communication skills
• Prepare and monitor documentation maintenance
• Possess network knowledge to implement solutions
• Experience providing feedback and implementing improvements
• Deep understanding of configuring software updates
• Collaborate and interpret document baseline IT health reports per clinic (network, device, session data).On-Site/Vendor Work Oversight (remote or in person and/or perform tasks), Post-Visit Validation, Ongoing Monitoring & Maintenance, Documentation & Reporting. 

• Education Level: Bachelor’s Degree Major: Computer Science
• Experience in lieu of required education is acceptable 2–4 years in IT support, infrastructure analysis, or systems administration.
• Familiarity with electronic health records (EHR) systems and healthcare IT infrastructure is essential.
• Experience implementing security measures
• Exposure in clinical applications, including troubleshooting, configuration, and user training.
• Diagnose and resolve issues related to clinical applications, including EHR systems, patient management software, and medical device integrations.
• Familiarity with SQL databases and application performance monitoring tools is essential.

Job-Related Skills/Competencies

• Communication: Effective verbal and written communication skills, actively listen to clients, and effectively convey technical information in a clear and concise manner. They should also be able to collaborate with cross-functional teams and provide exceptional customer service. 
• Problem Solving: Proven analytical skills, critical thinking, and the ability to troubleshoot complex issues effectively. They should be able to assess situations quickly, identify root causes, and develop practical solutions while collaborating with cross-functional teams.
• Team Collaboration: Excellent interpersonal skills, actively participate in team meetings, effectively communicate with colleagues and stakeholders, and contribute to a positive team environment. They should be able to resolve conflicts amicably and support team objectives through collaboration.
• Customer Service: Demonstrate strong communication skills, empathy, problem-solving abilities, and the capacity to handle customer inquiries effectively. They must be able to provide clear guidance and support to users of clinical applications, ensuring a positive experience.
• Adaptability: Flexibility in adjusting to new processes, technologies, and environments. They must effectively manage shifting priorities and remain open to feedback while collaborating with diverse tea
• Time ManagementSkills: Ability to prioritize tasks effectively, manage multiple support requests simultaneously, and meet deadlines consistently. Strong organizational skills and the ability to adapt to changing priorities are essential.
• Attention to Detail: Solid organizational skills, thoroughness in documentation, and the ability to spot errors or inconsistencies in clinical applications. They should be able to meticulously follow procedures and ensure accuracy in all tasks related to support and administration of clinical applications.
• Conflict Resolution: Strong interpersonal skills, the ability to listen actively, and the capacity to mediate disputes effectively. They must be able to analyze conflicts, understand different perspectives, and facilitate constructive discussions to reach a resolution.