Technical Support Specialist

Technical Support Specialist

Paradigm is an accountable specialty care management organization focused on improving the lives of people with complex injuries and diagnoses. The company has been a pioneer in value-based care since 1991 and has an exceptional track record of generating the very best outcomes for patients, payers, and providers. Deep clinical expertise is the foundation for every part of Paradigm's business: risk-based clinical solutions, case management, specialty networks, home health, shared decision support, and payment integrity programs.

The Technical Specialist supports reliability, efficiency, and continuous improvement of Mail Services technology, equipment, and operational workflows. This role serves as a hands-on technical resource for mail processing systems, document-routing and indexing processes, reporting, troubleshooting, testing, vendor coordination, and user support. Technical Support Specialist partners with the Mail Services Operations Manager, internal technology teams, business stakeholders, and vendors to resolve issues, document solutions, strengthen controls, and implement scalable improvements while protecting confidential information, including protected health information (PHI).

This position is an in office role in our Sioux Falls office

Duties And Responsibilities:

• Serve as the primary technical resource within Mail Services for operational systems, mail-processing equipment, document-routing tools, indexing workflows, reporting solutions, and related integrations.
• Monitor system and equipment performance; investigate incidents, document findings, identify root causes, and coordinate timely resolution with Information Technology teams, vendors, and operational stakeholders.
• Provide day-to-day technical support to Mail Services staff, including issue triage, user guidance, access coordination, troubleshooting equipment, and escalation of complex or high-risk concerns.
• Configure, test, validate, and support changes to Mail Services workflows, equipment, applications, and reporting tools in accordance with approved change-management and information-security requirements.
• Develop and maintain technical documentation, standard operating procedures, SLA's, troubleshooting guides, system inventories, workflow maps, configuration records, and knowledge-base content.
• Build, maintain, and improve operational reports and dashboards that support workload visibility, service-level performance, quality monitoring, capacity planning, for leadership decision-making.
• Analyze recurring incidents, workflow exceptions, equipment failures, and data-quality issues; recommend corrective actions and process improvements that reduce manual work, errors, and service interruptions.
• Support implementation and lifecycle management of mailroom technology and equipment, including requirements gathering, vendor evaluation support, installation coordination, user acceptance testing, deployment, maintenance, and replacement planning.
• Partners with business and technical teams document functional requirements, translate operational needs into technical solutions, and confirm delivered solutions meet quality, security, compliance, and usability expectations.
• Perform quality-control reviews of technical processes (including AI workflows) and system outputs, including routing, indexing, file transmission, reporting, and exception handling; document results and coordinate remediation when needed.
• Support business continuity and disaster-recovery readiness by maintaining system dependencies, contingency procedures, backup workflows, and recovery documentation, and by participating in periodic testing.
• Protect confidential information, PHI, and medical records by following approved access, handling, retention, transmission, and incident-reporting requirements.
• Coordinate with vendors on service requests, preventive maintenance, repairs, software or firmware updates, equipment performance, technical documentation, and issue escalations.
• Provide technical training, job aids, SOP's, and knowledge transfer to Mail Services team members; promote consistent use of systems, equipment, and documented processes.
• Maintain awareness of emerging mail, document-management, automation, and artificial-intelligence capabilities; recommend practical opportunities that improve service quality, scalability, and efficiency.
• Support special projects and operational initiatives as directed by the Mail Services Operations Manager, including technology assessments, process mapping, testing, implementation, and post-deployment stabilization.
• Maintain reliable and predictable attendance during scheduled work hours.
• Utilizes AI tools to support day-to-day tasks, improve efficiency, and enhance output quality. Adopts new technologies as trained and applies them in alignment with established processes and guidelines.
• Demonstrates a customer-first mindset by developing a broad and deep (where appropriate) understanding of Paradigm organization, products, operations, and customers. Prioritizes collaboration to meet customer needs and expectations and takes personal accountability for service quality.

Qualification Requirements:

Education And Experience:

• Experience in information technology, business systems, operations, engineering technology, or a related field; equivalent relevant experience may be considered.
• Two or more years of experience supporting business technology, production equipment, document-management workflows, mail operations, or another service-oriented operational environment.
• Experience troubleshooting AI, workflow, data, or integration issues and coordinating resolution across internal teams and external vendors.
• Experience creating technical documentation, standard operating procedures, process maps, training materials, and support knowledge.
• Experience with reporting, data analysis, workflow automation, or dashboard development is preferred.
• Experience working with confidential information, medical records, PHI, or regulated processes is a plus but not required.
• Experience supporting mail-processing, scanning, imaging, indexing, document-management, print, or check-production technology is a plus but not required.

Core Competencies:

• Strong technical troubleshooting, analytical thinking, and root-cause analysis skills.
• Ability to translate operational needs into clear technical requirements, test plans, documentation, and sustainable solutions.
• Ability to organize technical work, manage competing priorities, and follow issues through resolution.
• Excellent attention to detail, documentation discipline, and quality orientation.
• Clear written and verbal communication skills with the ability to explain technical information to nontechnical audiences.
• High level of professionalism, discretion, judgment, and confidentiality.
• Ability to collaborate effectively with Mail Services, Information Technology, Security, Compliance, Finance, Facilities, vendors, and other internal customers.
• Proficiency in Microsoft 365 applications, including Outlook, Excel, Word, PowerPoint, Teams, and Copilot required. Experience with SharePoint, or similar tools is a plus but not required.
• Ability to work independently, escalate concerns appropriately, adapt to changing priorities and technologies, and maintain a customer-focused approach.
• Commitment to continuous learning and professional development.

Paradigm Benefits:

• Health and wellness – We want our people to be and stay healthy, so we offer PPO, HDHP, and HMO health insurance options with Cigna and Kaiser (CA employees only).
• Financial incentives – Paradigm's financial benefits help prepare you for the future: competitive salaries, 401(k) matching contributions, employer-paid life and disability insurance, flexible spending and commuter accounts, and employer-matched HSA contributions.
• Vacation - We believe strongly that work-life balance is good for you and for our company. Our paid time off and personal holiday programs give you the flexibility you need to live your life to the fullest.
• Volunteer time – We want our employees to engage with and give back to their communities in meaningful ways. Full and part-time employees receive one paid day per calendar year.
• Learning and development: One of Paradigm's core values is expertise, so we encourage our employees to continually learn and grow. We support this in a variety of ways, including our new Learning Excellence at Paradigm (LEAP) program.

Paradigm believes that fostering a diverse and inclusive workplace is central to our mission of helping more people and transforming lives. We're striving to build a culture that better reflects the society we live in and empowers our team to deliver the highest levels of compassion and care to those we serve. For us, achieving this goal requires a workforce that respectfully embraces differences and commits to positive change, creating an environment where everyone is able to bring their whole self to work.

Paradigm complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact Leave Management at View email address on click.appcast.io.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.

As a contractor with the State of Wisconsin, Paradigm