Technical Support Analyst

• Provide Tier 1 application support for Oracle Health Patient Accounting (OHPAC) and related patient accounting areas.
• Offer technical and functional expertise to troubleshoot application issues, support user and system configuration, and monitor key OHPAC functions.
• Serve as the first point of contact for end users, resolving issues when possible and escalating complex problems to appropriate Tier 2, technical, implementation, or vendor support teams.
• Support the successful implementation and sustainment phases of the VDH Electronic Health Record (EHR) initiative.
• Ensure deployed EHR capabilities remain stable, fully operational, and effectively adopted by end-users through post-cutover health checks, issue tracking, and sustainment readiness planning.
• Adhere to established Service Level Agreements (SLAs) and ITIL processes.
• Triage end-user issues to determine resolution at Tier 1 or escalation to Tier 2.
• Understand VDH and Local Health Department EHR policies, procedures, and workflows, as well as Oracle Health-specific procedures.
• Acquire and maintain general and clinical knowledge of client and related software applications.
• Perform common First Call Resolution (FCR) tasks, including password resets, Citrix troubleshooting, and desktop troubleshooting.
• Conduct pre- and post-go-live system health checks to verify operational readiness and functionality of the EHR solution.
• Monitor key performance indicators (KPIs) and system usage metrics to identify early warning signs of functional or technical degradation.
• Participate in and help sustain readiness checklists and site health status dashboards for EHR leadership.
• Contribute to lessons learned, issue trend analysis, and process improvements for future deployments.
• Document Post-Go-Live Health Check Reports, Sustainment Readiness Checklists, Knowledge Transfer Documentation, and Issue Resolution Logs.
• Demonstrate a basic understanding of healthcare regulatory and compliance (e.g., HIPAA) and apply policies and procedures.
• Monitor specific OHPAC functions and operational indicators to identify potential application or workflow issues (e.g., user configuration, work queues, interfaces, printing).
• Communicate clearly and professionally with end users, application teams, technical teams, leadership, and vendors.
• Document incidents, troubleshooting activities, resolutions, and escalations accurately and consistently.
• Recognize patterns in incidents and identify recurring application or workflow issues.
• Possess working knowledge of common end-user technologies, including desktop applications, Citrix environments, printing, and user access.
• Manage multiple support requests, prioritize issues based on business impact, and work effectively in a time-sensitive environment.

Professional Skills :