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Technical Support Specialist I

2 months ago

Ann Arbor, United States MiHIN Full time

**Technical Support Specialist I**

Remote - Ann Arbor, MI **Position Purpose**

The Michigan Health Information Network Shared Services (MiHIN) is looking for a Technical Support Specialist I to join our Application Support Department. The Technical Support Specialist I is an integral member of the MiHIN team, assisting with all help desk tickets and customer service support that are sent to MiHIN from current and new participating organizations. The Technical Support Specialist I will be responsible for basic troubleshooting, providing basic end user customer support, and ticket documentation, to escalate the request to the next level of support. The Technical Support Specialist I will also respond to incoming tickets for customers seeking help, ask basic troubleshooting questions to determine the nature and urgency of the request prior to escalation, and follow up with customers and internal staff to ensure that their request has been resolved.

These help desk tickets may include, but are not limited to, establishing connectivity, education, conformance reporting, data quality assurance, and troubleshooting issues. The Technical Support Specialist I will also bring together business partners and internal team members in support of the department to ensure that all inquiries, issues, and information requests are resolved; this can be done via education or consultation.

This is a full-time position, day shift with flexible hours that can and will include some evening hours.

**Duties and responsibilities**

**Daily Responsibilities:**

* Coordinate internal and external communications to team members and external organizations to troubleshoot help desk tickets that are received by MiHIN at the tier 1 support level

* Walk customers through the basic tier 1 support issues leading to resolution

* Manage all help desk tickets to ensure resolution and proper follow-through

* Properly handles and routes internal and external help desk ticket request

* Provide ongoing education and consultation to participating organizations that use MiHIN

* Ensure timely and effective execution of all assignments including following through on all request in a timely manner to meet every SLA (Service Level Agreement) requirement.

* Help monitor, research, and correct documentation by interacting with other MiHIN departments assisting with ideas and process planning

* Properly escalating unresolved internal or external ticket request to the next level of support

* Following team documentation, knowledge articles and processes to ensure that established best practices are followed consistently

* Identify incidents and escalate appropriately to MiHIN Incident Manager or MiHIN Technical Services and Support Specialist for clarification

* Advises customers of the impact of decisions related to customer technology and product offerings

* Responds from request from users for new or modified systems and generate technology-based solutions

* Conducts solution center password resets

* Provides phone support for core applications such as VIPR, Bridge Referrals, Inbox, Direct, Health Connect, Health Share, Office 365, Microsoft Office, for Internal and external users

* Perform other duties as assigned by management

* Ensure that Information MiHIN produces, maintains, stores, or transmits remains secure through adherence to MiHIN's Security Policies and Procedures

**Qualifications**

**Minimum Qualifications include:**

* Clear and concise verbal and written communication skills

* Proficiency in MS Office Suite

* Good interpersonal, customer service and telephone skills

* Entry level analytical and organizational skills

* Self-starter, resourceful (independently seeks and finds resources, information, knowledge, and/or tools to complete tasks as needed)

* Excels at identifying, analyzing, organizing, and solving issues and problems

* Ability to learn to operate new office technologies as they are developed and implemented.

* Ability to pay attention to detail

* Ability to work independently and collaboratively as a team member

* Works well under pressure

* Excels at identifying, analyzing, organizing, and solving issues and problems

* Knowledge of HIPPA regulations to secure health information messages

**Preferred Qualifications include:**

* Associate degree in Technology, Business Administration, Finance, Health Administration, or related field

* Demonstrated project and work planning experience

* Experience or knowledge of health information technology, including, but not limited to, electronic health records (EHRs), patient care flow, and hospital computer systems

* Associate degree in Technology, Business Administration, Finance, Health Administration, or related field

* 1+ years of experience preferred in a Technical Support role

* Knowledge in Salesforce or Customer Resource Management software

* Proficient in analysis, testing, and debugging experience

* Experience in writing detailed process flows

* Experience or knowledge of health information technology, including, but not limited to, electronic health records (EHRs), patient care flow, and hospital computer systems

* Knowledge in Salesforce or Customer Resource Management software

* Demonstrated project and work planning experience

* Demonstrated knowledge and ability to adhere to written service level agreements

**Direct reports**

May supervise an intern

At MiHIN, we are an Equal Opportunity Employer who recognizes that our diversity is our greatest strength. We draw on the differences in who we are, what we've experienced, and how we think to best serve our stakeholders and our communities.

Because our family of companies serve everyone, we believe in including everyone. This means we strive to hire qualified employees that are diverse in thinking and in race, gender, gender identity and/or gender expression, age, religion or belief, sexual orientation, physical, mental, or sensory disability, citizenship, family or partnership status, socio-economic upbringing, and more.

We believe diversity and inclusion among our teammates is critical to our success as an organization, and we seek to recruit, develop, and retain the most talented people from a diverse candidate pool.