Overview
On Site
Hybrid
USD 30.00 per hour
Full Time
Skills
Computer Hardware
Computer Networking
Multitasking
Customer Service
Cerner
ServiceNow
IT Service Management
Application Support
Accounting
Issue Tracking
Exceed
Service Level
ITIL
Tier 1
Tier 2
Workflow
Oracle
Professional Development
Training
Citrix
Technical Support
Electronic Health Record (EHR)
KPI
Leadership
Process Improvement
Dashboard
Knowledge Transfer
Documentation
Issue Resolution
Trend Analysis
Health Care
Regulatory Compliance
HIPAA
Policies and Procedures
Communication
Job Details
Date Posted: 10/03/2025
Hiring Organization: Rose International
Position Number: 489527
Industry: Government/Staffing
Job Title: Technical Support Analyst
Job Location: Richmond, VA, USA, 23219
Work Model: Hybrid
Work Model Details: This is hybrid role.
Shift: Regular Business Hours
Employment Type: Temporary
FT/PT: Full-Time
Estimated Duration (In months): 9
Min Hourly Rate($): 30.00
Max Hourly Rate($): 35.00
Must Have Skills/Attributes: CITRIX, Customer Service, ServiceNow, Troubleshooting
Experience Desired: Oracle Health Millenium Cerner EHR experience (3 yrs); Experience using ServiceNow or other ITSM tool (3 yrs)
**C2C is not available**
Job Description
***Only qualified Technical Support Analyst located near the Richmond, VA area will be considered due to the role requiring an onsite presence ***
Required Skills:
Application Support Experience (5 Years)
Strong technical troubleshooting skills for hardware, software and basic network issues (3 Years)
Experience supporting remote users (3 Years)
Ability to handle multiple competing priorities and multitask efficiently in a dynamic, fast-paced environment (3 Years)
Demonstrated commitment to exceptional customer service with individuals of varying technical knowledge (3 Years)
Desired Skills:
Oracle Health Millenium Cerner EHR experience (3 Years)
Experience using ServiceNow or other ITSM tool (3 Years)
Strong written and oral communication skills (3 Years)
About the Role: The EHR Application Support Specialist provides Tier 1 support to all EHR end users on EHR related areas. This position will provide technical expertise to the end users, help troubleshoot issues and configuring settings among other functions.
The EHR Application Support Specialist provides Tier 1 support to all EHR end users on EHR related areas. This position will provide technical expertise to the end users, help maintain EHR related activities including troubleshooting issues, configuring settings and setup users among other functions.
The EHR EU Support Specialist is responsible for providing Tier 1 (first call resolution) support to all EHR end-users EHR-related clinical and patient accounting applications.
This role plays a vital role in supporting the successful implementation and sustainment phases of the client Electronic Health Record initiative and help ensures deployed EHR capabilities remain stable, fully operational, and effectively adopted by end-users through post-cutover health checks, issue tracking, and sustainment readiness planning..
Responsibilities:
Provides Tier 1 clinical support to meet and exceed established Service Level Agreements (SLAs) and follow ITIL processes.
Triages end user issues and determines if the issue can be resolved at Tier 1 or if it needs to be escalated to Tier 2.
Must understand VDH Local Health Department EHR policies, procedures, and workflows and Oracle Health-specific procedures to resolve issues.
Acquires and maintains a general and clinical knowledge of client and related software applications.
Attends professional development training as instructed.
Maintains necessary technology skills to perform common client specific First Call Resolution (FCR) tasks, with training, including password resets, Citrix troubleshooting, common desktop troubleshooting, etc.
Conduct pre- and post-go-live system health checks to verify operational readiness and functionality of the deployed Electronic Health Record (EHR) solution at each client facility
Monitor key performance indicators (KPIs) and system usage metrics to identify early warning signs of functional or technical degradation
Coordinate and validate issue resolution with implementation, clinical, technical, and vendor teams to ensure continuity of care and system performance
Maintain sustainment readiness checklists and site health status dashboards for EHR leadership and Go-Live command center operations
Provide on-demand support for issue escalation, problem diagnosis, and liaison functions between end users, support teams, and technical vendors
Contribute to lessons learned, issue trend analysis, and process improvements for future site deployments and system rollouts
Post-Go-Live Health Check Reports that assess system performance and user adoption following deployment
Sustainment Readiness Checklists to evaluate preparedness for ongoing operations and support
Site Health Dashboards and associated metrics to monitor performance and identify potential issues
Knowledge Transfer Documentation to ensure continuity of operations and effective handoff to support teams
Issue Resolution Logs and Trend Analyses to track, resolve, and analyze recurring challenges
Exhibits a basic understanding of healthcare regulatory and compliance (e.g., HIPAA). Skilled in the application of policies and procedures. Foundational Communication - Simple messages communicated orally. May write brief messages and keep simple records. May explain and offer guidance on routine procedures.
***Prefer Local candidates and this is hybrid role***
Start Date: 10/13/2025
Location: Richmond, VA, 23219(Hybrid)
Interview type: Both Web Cam and In Person Interview
Benefits:
For information and details on employment benefits offered with this position, please visit here. Should you have any questions/concerns, please contact our HR Department via our secure website.
California Pay Equity:
For information and details on pay equity laws in California, please visit the State of California Department of Industrial Relations' website here.
Rose International is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender (expression or identity), national origin, arrest and conviction records, disability, veteran status or any other characteristic protected by law. Positions located in San Francisco and Los Angeles, California will be administered in accordance with their respective Fair Chance Ordinances.
If you need assistance in completing this application, or during any phase of the application, interview, hiring, or employment process, whether due to a disability or otherwise, please contact our HR Department.
Rose International has an official agreement (ID #132522), effective June 30, 2008, with the U.S. Department of Homeland Security, U.S. Citizenship and Immigration Services, Employment Verification Program (E-Verify). (Posting required by OCGA 13/10-91.).
Hiring Organization: Rose International
Position Number: 489527
Industry: Government/Staffing
Job Title: Technical Support Analyst
Job Location: Richmond, VA, USA, 23219
Work Model: Hybrid
Work Model Details: This is hybrid role.
Shift: Regular Business Hours
Employment Type: Temporary
FT/PT: Full-Time
Estimated Duration (In months): 9
Min Hourly Rate($): 30.00
Max Hourly Rate($): 35.00
Must Have Skills/Attributes: CITRIX, Customer Service, ServiceNow, Troubleshooting
Experience Desired: Oracle Health Millenium Cerner EHR experience (3 yrs); Experience using ServiceNow or other ITSM tool (3 yrs)
**C2C is not available**
Job Description
***Only qualified Technical Support Analyst located near the Richmond, VA area will be considered due to the role requiring an onsite presence ***
Required Skills:
Application Support Experience (5 Years)
Strong technical troubleshooting skills for hardware, software and basic network issues (3 Years)
Experience supporting remote users (3 Years)
Ability to handle multiple competing priorities and multitask efficiently in a dynamic, fast-paced environment (3 Years)
Demonstrated commitment to exceptional customer service with individuals of varying technical knowledge (3 Years)
Desired Skills:
Oracle Health Millenium Cerner EHR experience (3 Years)
Experience using ServiceNow or other ITSM tool (3 Years)
Strong written and oral communication skills (3 Years)
About the Role: The EHR Application Support Specialist provides Tier 1 support to all EHR end users on EHR related areas. This position will provide technical expertise to the end users, help troubleshoot issues and configuring settings among other functions.
The EHR Application Support Specialist provides Tier 1 support to all EHR end users on EHR related areas. This position will provide technical expertise to the end users, help maintain EHR related activities including troubleshooting issues, configuring settings and setup users among other functions.
The EHR EU Support Specialist is responsible for providing Tier 1 (first call resolution) support to all EHR end-users EHR-related clinical and patient accounting applications.
This role plays a vital role in supporting the successful implementation and sustainment phases of the client Electronic Health Record initiative and help ensures deployed EHR capabilities remain stable, fully operational, and effectively adopted by end-users through post-cutover health checks, issue tracking, and sustainment readiness planning..
Responsibilities:
Provides Tier 1 clinical support to meet and exceed established Service Level Agreements (SLAs) and follow ITIL processes.
Triages end user issues and determines if the issue can be resolved at Tier 1 or if it needs to be escalated to Tier 2.
Must understand VDH Local Health Department EHR policies, procedures, and workflows and Oracle Health-specific procedures to resolve issues.
Acquires and maintains a general and clinical knowledge of client and related software applications.
Attends professional development training as instructed.
Maintains necessary technology skills to perform common client specific First Call Resolution (FCR) tasks, with training, including password resets, Citrix troubleshooting, common desktop troubleshooting, etc.
Conduct pre- and post-go-live system health checks to verify operational readiness and functionality of the deployed Electronic Health Record (EHR) solution at each client facility
Monitor key performance indicators (KPIs) and system usage metrics to identify early warning signs of functional or technical degradation
Coordinate and validate issue resolution with implementation, clinical, technical, and vendor teams to ensure continuity of care and system performance
Maintain sustainment readiness checklists and site health status dashboards for EHR leadership and Go-Live command center operations
Provide on-demand support for issue escalation, problem diagnosis, and liaison functions between end users, support teams, and technical vendors
Contribute to lessons learned, issue trend analysis, and process improvements for future site deployments and system rollouts
Post-Go-Live Health Check Reports that assess system performance and user adoption following deployment
Sustainment Readiness Checklists to evaluate preparedness for ongoing operations and support
Site Health Dashboards and associated metrics to monitor performance and identify potential issues
Knowledge Transfer Documentation to ensure continuity of operations and effective handoff to support teams
Issue Resolution Logs and Trend Analyses to track, resolve, and analyze recurring challenges
Exhibits a basic understanding of healthcare regulatory and compliance (e.g., HIPAA). Skilled in the application of policies and procedures. Foundational Communication - Simple messages communicated orally. May write brief messages and keep simple records. May explain and offer guidance on routine procedures.
***Prefer Local candidates and this is hybrid role***
Start Date: 10/13/2025
Location: Richmond, VA, 23219(Hybrid)
Interview type: Both Web Cam and In Person Interview
- **Only those lawfully authorized to work in the designated country associated with the position will be considered.**
- **Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client's business needs and requirements.**
Benefits:
For information and details on employment benefits offered with this position, please visit here. Should you have any questions/concerns, please contact our HR Department via our secure website.
California Pay Equity:
For information and details on pay equity laws in California, please visit the State of California Department of Industrial Relations' website here.
Rose International is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender (expression or identity), national origin, arrest and conviction records, disability, veteran status or any other characteristic protected by law. Positions located in San Francisco and Los Angeles, California will be administered in accordance with their respective Fair Chance Ordinances.
If you need assistance in completing this application, or during any phase of the application, interview, hiring, or employment process, whether due to a disability or otherwise, please contact our HR Department.
Rose International has an official agreement (ID #132522), effective June 30, 2008, with the U.S. Department of Homeland Security, U.S. Citizenship and Immigration Services, Employment Verification Program (E-Verify). (Posting required by OCGA 13/10-91.).
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.