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Technical Support Engineer I 

About the Organization
eMDs offers exciting opportunities that will challenge your abilities, expand your skills and reward your contributions in an atmosphere that encourages both personal and professional growth for all.

Additionally, eMDs offers competitive compensation, excellent benefits, and a positive work environment designed around the philosophy of mutual respect and the challenge of contributing to the continued success of our organization.

Our History

eMDs was founded in 1996 by David Winn, MD, a board-certified family practice physician with a very strong business background who understood the value of having an integrated practice management system which helped physicians focus on patients while optimizing practice financials. Dr. Winn was dissatisfied with offerings on the market, and set out to create his own. The eMDs clinic was first implemented in 1998. Using our own practice management system meant we fully understood what it takes to create the perfect EHR system and why the company built our reputation upon being a highly usable system.

Many years later, we've retained the same values from our early days. We are dedicated to building the best integrated EHR and RCM systems and services. We focus on listening to our customers. And most importantly, we focus on making the practice of medicine enjoyable and fulfilling.

Our Leadership

Since our founding, we have been privileged to have been led by certified healthcare professionals and proven IT leaders.
Category IT Support  
Close Date  

Summary of Job Title: An Information Technology Support Representative – Tier II’s goal is to document and assist with customer’s requests as well as Tier 1 escalations and mentorship. 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: Please note that other duties may be assigned by your supervisor.

IT Support Representative Duties

  • Follows all company policies as defined by CGM leadership and HR department.
  • Follows the direction, guidance, processes, and policies as defined by Customer Support Team Leads, Customer Support Managers, and CGM 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 CGM software on the customer’s network.
  • 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.

Additional Technical Duties

  • Takes escalated tickets from Tier I Representatives.
  • Properly escalates tickets to Tier III Representatives.
  • Participates in on-call rotation as documented by department.

Leadership Duties

  • Assists and mentors Tier I representatives.
  • Determine which calls are applicable to Tier II skill set and which will need to be escalated and follow the appropriate process for escalation.
  • Manages IT ticket queues and assigns tickets as needed based on Representative skill level.
  • Manages Enterprise Account tickets in order to meet Premium Support SLA.
  • Creates knowledge base articles for posting onto Customer Support Site.
  • Creates and works with Team Lead on internal training and documentation in assigned area as Subject Matter Expert.


Position Requirements

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • For internal candidates, must have a minimum 12 months experience as Information Technology Support Representative – Tier I (waived with Manager Approval)
  • Minimum of two years providing technical hands-on support in a professional hardware or software environment.
  • Understanding of all modules of the assigned CGM software suite.
  • Must be able to teach Tier I set for all modules of the assigned CGM software suite.
  • 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 CGM Software and Hardware Requirements.
  • Technical knowledge of Microsoft operating systems (Windows workstation and Server)
  • Ability to troubleshoot, and use the tools available in the Windows operating systems to diagnose problems.
  • Technical knowledge of Microsoft SQL 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.)
  • 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 Terminal Services, Citrix, Cisco routing and VPN configuration.
  • Working knowledge of TEAMS
  • 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.
  • Certification as a Microsoft Certified Professional, A+, or Network+.
Full-Time/Part-Time Full-Time  
Shift Days  
CGM corporate job profile  
Statement if backfill, budgeted or non budgeted  
SAP position number (by corporate SAP OrgMgt)  
Position Technical Support Engineer I  
Division IDE - eMDs  
Post Internal Days 0  
Created By Mark Evert  
Number of Openings 1  
Number Filled 1  
Exempt/Non-Exempt Non-Exempt  
Hiring Manager(s) Mark Evert, Matthew Smidt  
Req Number IT -21-00006  
Open Date 8/11/2021  
Location Remote Office-1  
EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.  

This position is currently accepting applications.

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