Help Desk Support Analyst

Overview

Remote
Hybrid
Depends on Experience
Contract - Independent
Contract - W2
No Travel Required
Able to Provide Sponsorship

Skills

help desk
JIRA requests using pre-defined resources
customer support
analytical and logical skills
providing tier 1 IT and application troubleshooting
Windows operating systems
troubleshooting browser dependency issues
providing direct customer service
SQL

Job Details

Product Specialist || Remote

Work Arrangement: Remote - Please note while this position is remote; the manger is looking for local candidates.

Short Description:
Collaborates with business units as part of the help desk and app dev support team for electronic health record. Resolves JIRA requests using pre-defined resources, analytical skills, and team collaboration. Primarily email, Teams, and occasional phone.

Complete Description:
The Product Specialist collaborates with business units and coordinates with cross-functional teams to provide strategies, product development, and training solutions. Assures the product meets specifications.

As a Product Specialist, the candidate will perform technical and application support functions including, but not limited to:
- Provide tier 1 support for Division applications
- Provide first level contact for incoming service requests
- Review incoming service requests for knowledgebase solutions
- Collect information from user for service requests
- Track, route and redirect unresolved service requests to correct resources
- Escalate complex issues to Tier 2 Service Desk resources
- Provision application access
- Identify and route Data Exceptions
- Walk users through problem solving steps
- Convey resolutions of service requests to users
- Resolve and Close low-level service requests
- Perform proper recording and documentation of activities and solutions
- Perform periodic knowledge base review
- Perform user access audits
- Perform user acceptance testing
- Research changes in pharmacies, hospitals, medications, and healthcare related datasets

This role will report through the Support Manager.

Skill Required / Desired Amount of Experience
Excellent analytical and logical skills- Required 4 Years
Experience providing customer support- Highly desired 4 Years
Experience with healthcare, PHI, HIPAA- Highly desired 2 Years
Experience using knowledge base and ticketing systems- Nice to have 2 Years
Strong Microsoft productivity software skills- Nice to have 2 Years
Experience providing tier 1 IT and application troubleshooting- Highly desired 2 Years
Experience performing user acceptance testing on web applications- Nice to have 2 Years
Experience with Windows operating systems- Nice to have 2 Years
Experience troubleshooting browser dependency issues- Nice to have 2 Years
Experience with providing direct customer service-Highly desired 2 Years
Experience with bug documentation and bug lifecycle- Nice to have 2 Years
Experience writing SQL Queries- Nice to have 2 Years
Experience with MAC OS- Not Required 2 Years
Experience with Android OS for mobile device- Not Required 2 Years
Working knowledge of application and desktop security concepts-Nice to have 2 Years
Experience with remote desktop control tools-Nice to have 2 Years
Experience with workstation troubleshooting- Nice to have 2 Years

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.