The Health Technology Department needs a Software Support Analyst to act as the primary interface for computing services customers, providing real-time problem analysis and resolution for EHR systems and other technical issues.
Requirements
- Knowledge of desktop and business/technical support systems.
- Ability to maintain Netsmart Clinical Systems (eCET) implementation, evaluation, monitoring documentation, training and forms development for end users.
- Understanding of the functional capabilities and limitations with the technologies being utilized by agency.
- Ability to Read/Write Crystal Reports.
Responsibilities
- Works directly with company employees to provide services and help resolve EHR problems through technical assistance and problem resolution.
- Provides timely technical support to internal employees via telephone, emails, remote or on-site for competent skillset of technologies exhibited.
- Collects detailed information to categorize request in order to determine method of resolution.
- Uses discretion to effect timely solution of problems in order to ensure customer satisfaction, eliminate downtime and prevent cost overruns.
- Gathering additional details, clarify, test, reproduce and document customer issues and create/update Support Cases.
- Setup and maintain New Users, Programs, Form Structure, Service Codes/Fees, and User Roles in the EHR system.
- Maintain Patch Management.
Other
- Possession of a High School Diploma or equivalent.
- Knowledge of Customer Service.
- Maintains acceptable attendance record, respect break periods and work with supervisor to ensure coverage during any absence.
- Exhibits a professional appearance, attitude and demeanor that reflects confidence, positive self-esteem and overall professionalism when working with person(s)-served, co-workers, families and referral sources.
- Self-motivated and able to work autonomously.
- Orally communicate information effectively and accurately.
