Application Support Expert

1 week ago


Austin, Texas, United States Cyborgwave Full time

About Us:

Cyborgwave is a cutting-edge company that provides innovative healthcare solutions.

We are committed to delivering exceptional customer experiences and exceeding industry standards.

Job Summary:

We are seeking an experienced Help Desk Analyst to join our team in Austin, TX.

The estimated annual salary for this position is $74,000 - $110,000 based on industry standards and location.

Key Responsibilities:

  1. Provide expert support for our healthcare business applications, ensuring optimal functionality and user satisfaction.
  2. Troubleshoot and resolve complex issues related to business application use, configuration, and customization.
  3. Conduct training sessions for users, empowering them to effectively utilize our applications.
  4. Collaborate with healthcare professionals to understand their needs and help improve application instrumentation.
  5. Coordinate with the development team to communicate user feedback and contribute to the enhancement of application features.
  6. Develop and maintain detailed documentation for supported applications, including user guides and FAQ sections.

Requirements:

  • Experience with help desk / service desk services
  • Experience with help desk software (e.g. ticketing systems, knowledge bases)
  • Ability to troubleshoot technical issues in a complex system environment
  • High-level knowledge of information technology systems and best practices
  • Experience with Microsoft O365 applications (Word, Excel, PowerPoint, Teams, Visio)
  • Experience working with SharePoint Lists
  • Strong customer service orientation, with patience and empathy for frustrated or confused users
  • Experience with call handling
  • Experience with Remedy / BMC Helix

What We Offer:

We offer a competitive benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off.

Join Our Team:

Cyborgwave is an equal opportunity employer and welcomes applicants from diverse backgrounds.



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