Overview
Skills
Job Details
Our direct client is looking for a Help Desk & Application Support Specialist for a 100% Remote Long term contract (Client is in Trenton, NJ).
NOTE:
- Please note while this position is remote; the manger is looking for local candidates.
JOB 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.
- 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 with the NJ Division of Developmental Disabilities, 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.
SKILLS MATRIX:
- Excellent analytical and logical skills - Required
- Experience providing customer support - Strong plus to have
- Experience with healthcare, PHI, HIPAA - Strong plus to have
- Experience using knowledge base and ticketing systems - Nice to have
- Strong Microsoft productivity software skills - Nice to have
- Experience providing tier 1 IT and application troubleshooting - Strong plus to have
- Experience performing user acceptance testing on web applications - Nice to have
- Experience with Windows operating systems - Nice to have
- Experience troubleshooting browser dependency issues - Nice to have
- Experience with providing direct customer service - Strong plus to have
- Experience with bug documentation and bug lifecycle - Nice to have
- Experience writing SQL Queries - Nice to have
- Experience with MAC OS - Nice to have
- Experience with Android OS for mobile device - Nice to have
- Working knowledge of application and desktop security concepts - Nice to have
- Experience with remote desktop control tools - Nice to have
- Experience with workstation troubleshooting - Nice to have
Question 1: Where does your candidate currently reside (City & State)?
Location: 100% Remote (Client is in Trenton, NJ)
Type: Long term contract
Please send resume to "jobs at etechnovision dot com" with B3988B in Subject for immediate consideration