Systems Support Engineer

Please note that this position is contingent upon the successful award of a contract currently under bid.

Goldbelt Apex, a part of the Healthcare Technology Transformation Group, is a data-focused company dedicated to process and quality in every aspect. As experts in healthcare IT experts, Apex is committed to building systems for healthcare organizations to seamlessly communicate and exchange data across different systems and devices.

Summary:

The Systems Support Engineer is responsible for troubleshooting and resolving complex software, configuration, and setup issues encountered by field engineers, technicians, and end-users. This role ensures timely and effective resolution of technical problems by diagnosing root causes, providing immediate solutions or workarounds, and escalating unresolved or critical issues to higher-level technical teams. The Systems Support Engineer plays a key role in maintaining customer satisfaction by delivering responsive and knowledgeable technical assistance.

Essential Job Functions:

• Troubleshoot and resolve technical issues related to system software, configuration, and environment setup.
• Provide frontline support to internal teams (e.g., field engineers, technicians) and external customers through clear, professional communication.
• Develop, document, and implement workaround procedures when standard solutions are unavailable.
• Ensure timely resolution of issues and maintain detailed case logs and troubleshooting documentation.
• Escalate complex or urgent problems to appropriate engineering or development teams with clear analysis and supporting information.
• Collaborate cross-functionally with product development, QA, and operations to resolve recurring issues and improve product supportability.
• Participate in knowledge base creation by documenting solutions and best practices for recurring issues.
• Identify trends or patterns in support issues to proactively suggest improvements to product or process.
• Assist in system installations, configuration updates, and testing in support of deployments or upgrades.
• Performs a variety of tasks.
• Works under general supervision.

Necessary Skills and Knowledge:

• Familiar with standard concepts, practices, and procedures within a particular field.
• Strong problem-solving skills and ability to plan and deliver technical solutions independently.
• Excellent written and verbal communication skills.
• Ability to manage multiple priorities and deliver under tight deadlines.
• Strong analytical skills and attention to detail.

Minimum Qualifications:

• Associate's degree
• At least 5 years of experience in the field or in a related area.
• Requires at least 2 certifications as defined in Section 9 - Required Certifications.
• Relies on limited experience and judgment to plan and accomplish goals.
• A certain degree of creativity and latitude is required.
• Clearance: Public Trust
• Citizenship: US Citizen by birth or naturalization

Pay and Benefits

The salary range for this position is $111,000 - $118,000 annually.

At Goldbelt, we value and reward our team's dedication and hard work. We provide a competitive base salary commensurate with your qualifications and experience. As an employee, you'll enjoy a comprehensive benefits package, including medical, dental, and vision insurance, a 401(k) plan with company matching, tax-deferred savings options, supplementary benefits, paid time off, and professional development opportunities.