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Technical Support Specialist
2 months ago
Ciber is seeking a highly skilled Technical Service Desk Analyst / Clinical Resolution Analyst to provide first and second-level support to healthcare employees and patients. This role requires a high degree of customer service, clinical knowledge within acute and post-acute environments, and the ability to troubleshoot and resolve technical issues efficiently.
Key Responsibilities:- Provide first-level support to clients via phone, email, and other channels, documenting each interaction and troubleshooting steps.
- Research, resolve, and respond to clinical and technical questions, escalating problems to the appropriate individual or group as needed.
- Assist in resolving user and support issues across company sites to ensure timely distribution of knowledge and positive impact on user satisfaction.
- Contribute to the Clinical Knowledge Base by documenting and sharing knowledge with the team.
- Provide accurate and creative solutions to user problems of moderate nature to ensure user productivity.
- Acquire and maintain current knowledge of relevant clinical and technical product offerings and support policies to provide technically accurate solutions to customers.
- Participate in team projects that enhance the quality or efficiency of the resolution center and assist with special clinical product-related issues as needed.
- Gain experience in clinical workflows within leading EMR systems such as Epic, Cerner, Meditech, and Allscripts.
- Basic typing skills.
- Knowledge of Citrix and VPN.
- Demonstrate experience in troubleshooting printer, web browser, local and web-based software issues, and basic network issue assessment and troubleshooting.
- Utilize an ITSM to document incidents and requests.
- Strong listening, verbal, and written communication skills.
- A strong sense of urgency and the ability to multi-task effectively with attention to details.
- Positive attitude to learn EMR applications for level 1 support and its workflow.
- Well-developed organizational, communications, and time management skills.
- A strong business maturity and professionalism is essential.
- Ability to troubleshoot, analyze, and resolve customer concerns.
- High technical aptitude and strong PC literacy skills, including function and capabilities.
- Ability to work independently as well as part of a team and function well under pressure.
- Ideal candidate has interest in the clinical, medical space equivalent with a driven personality, strong communication, and customer service skills.
- Minimum of a HS diploma.
- Minimum of 18 months experience working in a Service Desk Analyst role preferred.
- Previous experience working in a nursing or medical/Pharmacy field a plus.
- Previous experience working within a major clinical EMR application (Epic, Cerner, Allscripts, etc.) is preferred.
- HDI Support Center Analyst Certification is a plus.
