Senior Analyst, Support Services
New
J
JobgetherHealthcare Technology
Fully remote position within the United States.Full-TimeSenior
Salary not disclosed
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Job Details
- Experience
- 3–5 years
- Required Skills
- Microsoft OfficeEHRTroubleshootingTechnical support
Requirements
- High school diploma.
- 3–5 years of related professional experience.
- Proven experience supporting application software and electronic health record, medical record, or practice management systems.
- Strong troubleshooting and problem-solving skills for hardware, device connectivity, internet, and networking issues.
- Experience with Microsoft Office, Windows, current web browsers, and web-based applications.
- Proficiency in web-based technical troubleshooting, including browser configuration and clearing cache and cookies.
- Ability to interpret, understand, and apply complex technical documentation.
- Strong verbal and written communication skills with a professional phone presence.
- Ability to provide effective guidance and mentorship to less experienced support staff.
- Epic application experience is preferred.
- Experience with AD Manager, hospital or clinical applications, and remote access solutions is a plus.
- Familiarity with Mac iOS and HL7 interface troubleshooting is advantageous.
Responsibilities
- Provide professional phone, email, chat, and ticket-based support for application software, technical, connectivity, and IT-related issues.
- Evaluate, prioritize, troubleshoot, resolve, and escalate incoming requests according to established SLA/SLO guidelines.
- Thoroughly document customer issues, resolutions, and root causes in support tracking systems to promote service reliability and prevent recurring problems.
- Maintain data and knowledge resources by contributing to the development and expansion of an internal support knowledge base.
- Act as a liaison between clinics, departments, customers, IT teams, and application teams.
- Troubleshoot application, device connectivity, internet access, remote access, and related technical issues.
- Consult with users to provide workflow guidance, reinforce training, and assist with the creation of custom reports.
- Provide troubleshooting guidance to colleagues, assist junior staff with complex issues, and support the training and onboarding of new team members.
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