Help Desk Analyst

Company Overview

Headquartered in Atlanta, GA, EyeSouth Partners is an eye care physician services organization committed to partnering with leading physicians to build a premier network of eye care services in throughout the Southeast. EyeSouth’s partner practices’ clinical mission is to provide high quality medical and surgical specialty eye care. EyeSouth supports its affiliated practices and physician partners with capital, administrative resources, operating expertise, and strategic guidance with an absolute focus on clinical quality and a patient-first culture.

EyeSouth’s affiliate network consists of over 40 practices with 300 doctors providing medical and surgical eye care services at over 175 clinic locations and 20 ambulatory surgery centers throughout Georgia, Texas, Louisiana, Florida, Tennessee, Ohio, Kentucky, Alabama, Illinois, Pennsylvania, New York, North Carolina, and South Carolina. 

Position Summary

The Help Desk Analyst is responsible for technical support and system administration of a subset of the applications portfolio, including clinical applications. The incumbent will troubleshoot technology system internals, on premise applications, cloud-based applications, and application technology interfaces with a focus on availability, reliability, archiving where necessary.

Responsibilities

• Ensures stakeholders' needs and drivers are met through gathering and analyzing requirements to ensure systems meet specifications.
• Supports enhancement and upgrade efforts for on premise and vendor managed applications; may require setup, configuration, and system development.
• Supports and conducts training, quality testing and validation efforts, working with team to infuse quality standards and validation into the solution.
• Drives resolution of technical issues and defects for on premise and vendor managed applications.
• Creates and maintains documentation for communication, training, testing, maintenance, and support purposes.
• Provides well rounded support by being familiar with system installation/configuration, security technologies, and server management.
• Monitors, analyzes, diagnoses root cause and resolves issues in collaboration with other IT cohorts.
• Provides expert management of multiple vendors in relation to technology needs, maintenance, and upgrades.
• Provides effective communication to stakeholders of technical concerns, issues, and solutions.
• Gathers requirements and develop reports to support the business stakeholders' process and use of the system.
• Expands or modifies clinical systems to serve new purposes or improve workflow.
• Maintains understanding and working knowledge of clinical and financial application systems associated with workflows and relationship to other systems within the company.
• Maintains systems architecture in support of core business functions.
• Tests, maintains, and monitors computer programs and systems, including coordinating the installation of computer programs and systems at the affiliate level and corporate headquarters.
• Assists in the development, documentation, analysis, creation, testing or modification of centralized clinical and financial applications.
• Provides intermediate level support of operating systems, applications, hardware and software tools, including installation, configuration, maintenance, and troubleshooting.
• Responds to requests in a timely manner for technical support for staff in using applications, hardware and processes.
• Oversees the development and regular maintenance of a full-service ticketing system.
• Responsible for User Login Management:
  • NexCloud
  • Nextech
  • IntelleChart Pro
  • Microsoft 365
  • User Permissions
  • Locations
  • Providers
  • Active Directory
  • Other LOB Applications
• Auxiliary support for the Implementation Team in the Field, during Super User/Provider Training Sessions and Go Live Events.
• Auxiliary support for the IT Team in the field, during affiliate onboarding events.
• Sets up equipment for employee use, performing or ensuring proper installation of cables, operating systems, phones, or appropriate software for corporate staff and affiliates if needed.
• Attends selected seminars or training programs and all required clinic meetings and in-service sessions.
• Communicates effectively with staff regarding projects and demonstrates skills in working with others involved in the project plan.
• Exercises discretion and independent judgment in critical work-flow processes which relate to the organization’s revenue.

Contributes to the team effort by completing other related tasks as needed

Qualifications

• Minimum of 3 years of Nextech PM, IntelleChart Pro and Optical software preferred; or similar EHR/EMRsolutions.
• Minimum of 3 years of Information Technology (IT) work experience required (developer or system administrator experience highly preferred).
• A , Network , Security
• Advanced understanding of technologies such as Microsoft 365, Active Directory, Windows 10, etc.
• Advanced understanding of technology concepts such as networking, identity management, security, documentation, etc.
• Ability to learn and master the tools, systems, and processes that EyeSouth utilizes.
• Excellent interpersonal skills including the ability to interact effectively and professionally with individuals at all levels; both internal and external.
• Exercises sound judgment in responding to inquiries; understands when to route inquiries to next level.
• Self-motivated with strong organizational skills and superior attention to detail.
• Must be able to manage multiple tasks/projects simultaneously within inflexible time frames. Ability to adapt to frequent priority changes.
• Team player that develops strong collaborative working relationships with internal partners and can effectively engage and ability to build consensus among cross-functional teams.
• Strong problem solving and negotiation skills.
• Excellent interpersonal skills including the ability to interact effectively and professionally with individuals at all levels; both internal and external.
• Travel to the Atlanta based corporate office as needed, occasional out of state trips to Affiliates.

Company Benefits

We offer a competitive benefits package to our employees:

• Medical
• Dental
• Vision
• 401k w/ Match
• HSA/FSA
• Telemedicine
• Generous PTO Package

We also offer the following benefits for FREE:

• Employee Discounts and Perks
• Employee Assistance Program
• Group Life/AD&D
• Short Term Disability Insurance
• Long Term Disability Insurance

EyeSouth Partners is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.