What are the responsibilities and job description for the Applications & Technology Support Analyst position at IT Avalon?
Job Details
PURPOSE:
The purpose of this position is to serve as Applications and Technology Support Analyst. This person will support the office and medical staff in the use of computers, phone systems, audio/visual, and applications. The right candidate will be a team player eager to provide exceptional customer support, troubleshoot problems, and gain a high-level understanding of health center processes to identify where technology supports our success.
ESSENTIAL JOB FUNCTIONS AND DUTIES
Support the organization with any issue involving health center systems. Be resourceful in identifying where and how to get the solutions required
Act as a business partner by consulting with health center staff and leadership to proactively identify current and future health center application and technology needs
Build positive relationships as an IT ambassador in the health center by performing duties well, attending necessary meetings, and keeping IT leadership informed of events and opportunities
Evaluate and deploy new computer hardware, software and audiovisual equipment for use at the health center
Actively promote a customer-oriented environment in which the client is treated professionally and courteously
Demonstrate strong customer service skills including the ability to diplomatically, patiently, and successfully handle customer complaints, problems, questions, conflict, and suggestions
Respond to helpdesk incidents and requests in a timely manner and within defined service levels
Providing and/or sharing technical knowledge with other support staff in the resolution of problems and requests
Escalate complex problems and work with other Tier I, Tier II or Tier III staff to ensure resolution
Manages tickets escalated from the Helpdesk
Identify symptoms and break problems into distinct and manageable parts; interpret root causes associated with a given problem; seek other resources/expertise to define solutions; assist in solving intra-team problems
Apply principles and processes of service levels to work; identify/highlight service problems
Participate in professional development activities
Using initiative and independent judgment within established procedural guidelines; work well without direct supervision
Becomes the Subject Matter Expert (SME) for the mission critical application infrastructure. Works with vendors and other IT teams on projects/implementations
Works with vendors as needed for both system implementation and technical support
Participates in overall maintenance of existing applications and systems
Communicates and builds relationships with a wide variety of people from diverse socio-economic and ethnic backgrounds
Sets goals and achieve measurable results
ESSENTIAL QUALIFICATIONS
Years of Experience and Knowledge 3 ~ 5 years of direct experience providing hardware and software problem resolution and technical support to computer users minimum
Working knowledge and experience in interfacing with and supporting high-touch clients (e.g., doctors or senior leaders)
Proven track record for learning new technologies and how they benefit an organization
Demonstrate strong oral and written communication skills including the ability to communicate technical information to a variety of audiences including end users and clients
Experience with Electronic Medical Records (EMR), Telehealth and other healthcare applications
Experience on a helpdesk or level 2 support, healthcare environment strongly preferred
Demonstrate ability to organize work tasks, set priorities and meet critical deadlines; regularly reprioritize tasks to address urgent needs; work with health center and IT leadership to validate these priorities
Experience with Windows 11 and ServiceNow (or other ticket management system) required, MAC support experience preferred
Experience in an Active Directory environment preferred
Experience with software deployment packages preferred
Intermediate level knowledge of PC/MAC based hardware components and operations Education, Licenses, and Certifications
Bachelor's degree in Computer Science, Information Systems or Completion of course work at Technical School or related field or equivalent work experience required
Preferred: Certification in A and/or Microsoft or a major EMR platform Skills and Abilities
Advanced level Microsoft Office skills (PowerPoint, Word, Outlook, Excel)
Operational principles and characteristics of computer hardware
Documentation and clinical workflow analysis skills with Information Technology integration
Computer applications related to duties assigned
Techniques for customer problem analysis and problem solving
Operational principles and procedures of standard word processing, spreadsheet, database and related business software applications
Record keeping principles and practices; department safety practice and procedures
Patient rights; age specific patient care practices Infection control policies and practices
Mobility to work in a typical clinical setting and use standard equipment; stamina to remain seated and maintain concentration for extended periods of time; vision to read instruments, printed materials and various electronic screens and monitors; hearing and speech to communicate effectively in person and over the telephone; strength and agility to exert up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects
Manage competing deadlines and multiple projects in a fast-paced environment
The purpose of this position is to serve as Applications and Technology Support Analyst. This person will support the office and medical staff in the use of computers, phone systems, audio/visual, and applications. The right candidate will be a team player eager to provide exceptional customer support, troubleshoot problems, and gain a high-level understanding of health center processes to identify where technology supports our success.
ESSENTIAL JOB FUNCTIONS AND DUTIES
Support the organization with any issue involving health center systems. Be resourceful in identifying where and how to get the solutions required
Act as a business partner by consulting with health center staff and leadership to proactively identify current and future health center application and technology needs
Build positive relationships as an IT ambassador in the health center by performing duties well, attending necessary meetings, and keeping IT leadership informed of events and opportunities
Evaluate and deploy new computer hardware, software and audiovisual equipment for use at the health center
Actively promote a customer-oriented environment in which the client is treated professionally and courteously
Demonstrate strong customer service skills including the ability to diplomatically, patiently, and successfully handle customer complaints, problems, questions, conflict, and suggestions
Respond to helpdesk incidents and requests in a timely manner and within defined service levels
Providing and/or sharing technical knowledge with other support staff in the resolution of problems and requests
Escalate complex problems and work with other Tier I, Tier II or Tier III staff to ensure resolution
Manages tickets escalated from the Helpdesk
Identify symptoms and break problems into distinct and manageable parts; interpret root causes associated with a given problem; seek other resources/expertise to define solutions; assist in solving intra-team problems
Apply principles and processes of service levels to work; identify/highlight service problems
Participate in professional development activities
Using initiative and independent judgment within established procedural guidelines; work well without direct supervision
Becomes the Subject Matter Expert (SME) for the mission critical application infrastructure. Works with vendors and other IT teams on projects/implementations
Works with vendors as needed for both system implementation and technical support
Participates in overall maintenance of existing applications and systems
Communicates and builds relationships with a wide variety of people from diverse socio-economic and ethnic backgrounds
Sets goals and achieve measurable results
ESSENTIAL QUALIFICATIONS
Years of Experience and Knowledge 3 ~ 5 years of direct experience providing hardware and software problem resolution and technical support to computer users minimum
Working knowledge and experience in interfacing with and supporting high-touch clients (e.g., doctors or senior leaders)
Proven track record for learning new technologies and how they benefit an organization
Demonstrate strong oral and written communication skills including the ability to communicate technical information to a variety of audiences including end users and clients
Experience with Electronic Medical Records (EMR), Telehealth and other healthcare applications
Experience on a helpdesk or level 2 support, healthcare environment strongly preferred
Demonstrate ability to organize work tasks, set priorities and meet critical deadlines; regularly reprioritize tasks to address urgent needs; work with health center and IT leadership to validate these priorities
Experience with Windows 11 and ServiceNow (or other ticket management system) required, MAC support experience preferred
Experience in an Active Directory environment preferred
Experience with software deployment packages preferred
Intermediate level knowledge of PC/MAC based hardware components and operations Education, Licenses, and Certifications
Bachelor's degree in Computer Science, Information Systems or Completion of course work at Technical School or related field or equivalent work experience required
Preferred: Certification in A and/or Microsoft or a major EMR platform Skills and Abilities
Advanced level Microsoft Office skills (PowerPoint, Word, Outlook, Excel)
Operational principles and characteristics of computer hardware
Documentation and clinical workflow analysis skills with Information Technology integration
Computer applications related to duties assigned
Techniques for customer problem analysis and problem solving
Operational principles and procedures of standard word processing, spreadsheet, database and related business software applications
Record keeping principles and practices; department safety practice and procedures
Patient rights; age specific patient care practices Infection control policies and practices
Mobility to work in a typical clinical setting and use standard equipment; stamina to remain seated and maintain concentration for extended periods of time; vision to read instruments, printed materials and various electronic screens and monitors; hearing and speech to communicate effectively in person and over the telephone; strength and agility to exert up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects
Manage competing deadlines and multiple projects in a fast-paced environment
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
