What are the responsibilities and job description for the Application Support Analyst position at BAYADA Home Health Care?
BAYADA Home Health Care is dedicated to keeping people safe at home with comfort, independence, and dignity. Since 1975, caring for people at home has been our passion and gives meaning to the work we do each day. Values-based and mission driven, BAYADA is on its way to realizing its vision of helping millions of people worldwide experience a better quality of life at home. This role will be temporarily remote, with the expectation of transitioning back to the Pennsauken Global Support Center in 2021.
Our Application Support office is seeking a Application Support Analyst to join our team in Pennsauken, NJ. The Analyst is responsible for providing BAYADA Home Health Care office and field employees with technical support for various applications.
PRIMARY RESPONSIBILITIES:
- Demonstrate and communicate the core values of BAYADA Home Health Care and The BAYADA Way.
- Participate in special projects: prepare reports and presentations using Microsoft Office (Word, Excel and, PowerPoint, etc.).
- Respond to technical support calls for all BAYADA offices and field employees including full time and part time staff. Troubleshooting of issues to resolution.
- Provide technical support to all of the BAYADA practices including but not limited to Homecare Homebase, BEARS, Portal and Microsoft Office Applications.
- Follow up with end-users for special, customer-service situations.
- Ability to document and escalate complex problems to the Operations (OPS), Application Development (AD) departments (3rd level support issues) and third party vendors such as Homecare Homebase.
- Analyze and communicate potential problems, errors & issues to management.
- Manage the Information Technologies call tracking database by documenting a detailed description of all communications with users, all follow-up and documented resolutions.
- Demonstrate solid performance or exceed performance standards in key job dimensions/attributes as defined on the Performance Appraisal for Office Staff.
- Perform related duties, or as required or requested by supervisor.
MINIMUM QUALIFICATIONS:
- Exemplifies characteristics of The BAYADA Way: compassion, excellence and reliability.
- Four (4) year college degree in Information Systems or a related discipline.
- One (1) to three (3) years' experience working in a help desk environment providing applications support.
- Technical expertise supporting and troubleshooting application issues in a Microsoft Windows environment.
- Comprehensive software in a client server environment.
- Electronic Medical Record Support preferred
- Strong knowledge of Microsoft Windows Operating Systems, and Office applications.
- Strong problem solving and teamwork skills.
- Committed to providing excellent customer service in a fast paced, multi-tasking environment.
- Excellent organizational, written, and oral communication skills.
- Ability to read, write and effectively communicate in English.
