Overview
On Site
Depends on Experience
Accepts corp to corp applications
Contract - W2
Contract - 8 Month(s)
Skills
Technical Support Analyst
EHR
Job Details
We are looking for Senior Technical Support Analyst for our client in Richmond, VA
Job Title: Senior Technical Support Analyst
Job Type: Contract
Job Description:
- The candidate will provide Tier 1 clinical support to end users, ensuring high-quality service delivery while adhering to ITIL processes and established Service Level Agreements (SLAs).
- This role requires knowledge of VDH Local Health Department EHR policies, workflows, and Oracle Health-specific procedures.
- The specialist will perform system health checks, monitor KPIs, coordinate issue resolution, and contribute to process improvements and documentation to support EHR system operations.
- Provide Tier 1 clinical support to meet or exceed SLAs, following ITIL processes.
- Triage end-user issues and determine whether to resolve at Tier 1 or escalate to Tier 2.
- Understand and apply VDH Local Health Department EHR policies, procedures, and workflows, as well as Oracle Health-specific procedures.
- Maintain general and clinical knowledge of client-related software applications.
- Attend professional development and training as instructed.
- Perform common client-specific tasks including password resets, Citrix troubleshooting, and basic desktop troubleshooting.
- Conduct pre- and post-go-live system health checks to verify operational readiness and EHR functionality.
- Monitor KPIs and system usage metrics to identify early signs of functional or technical issues.
- Coordinate and validate issue resolution with implementation, clinical, technical, and vendor teams.
- Maintain sustainment readiness checklists and site health dashboards for EHR leadership and Go-Live command center operations.
- Provide on-demand support for issue escalation, problem diagnosis, and liaison functions.
- Contribute to lessons learned, issue trend analysis, and process improvements for future deployments.
- Generate post-go-live health check reports, sustainment readiness checklists, site health dashboards, knowledge transfer documentation, and issue resolution logs.
- Basic understanding of healthcare regulatory and compliance requirements (e.g., HIPAA).
- Strong oral and written communication skills; able to convey simple messages and guidance on routine procedures.
- Ability to follow policies and procedures accurately.
- Strong organizational skills and attention to detail.
- Customer service orientation with professional demeanor.
- Foundational technical aptitude to perform common support tasks.
- Ability to learn client-specific EHR systems and workflows.
- Ability to work collaboratively with cross-functional teams.
- Strong problem-solving skills and proactive approach to issue resolution.
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