Job Details
Qualifications
- 3 years
- Active Directory
- Bachelor's degree
- CompTIA A+
- Computer Science
- Computer science
- Computer skills
- Customer service
- EMR systems
- Help desk
- Mid-level
- Patient care
- ServiceNow
- Software deployment
- Software troubleshooting
- Technical support
- Windows
Benefits
- 401(k)
- AD&D insurance
- Commuter assistance
- Dental insurance
- Disability insurance
- Employee assistance program
- Flexible spending account
- Health insurance
- Paid holidays
- Paid time off
- Tuition reimbursement
- Vision insurance
Job Description
The Applications & Technology Support Analyst will support the office and medical staff of Neighborhood Health Center 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.
- Provides comprehensive support for all issues related to health center systems, demonstrating resourcefulness in identifying solutions and sourcing necessary resources
- Functions as a strategic business partner by collaborating with health center staff and leadership to proactively assess and address current and future application and technology needs within an enterprise environment
- Builds positive relationships as an “IT ambassador” within the health center by consistently performing duties effectively, actively participating in essential meetings, and keeping IT leadership updated on relevant events and opportunities
- Develops comprehensive user materials – including FAQs, training support handouts, code lists, field definitions, and quality-oriented patient charting resources - to facilitate effective instruction and serve as a valuable reference
- Identifies application utilization trends and utilizes the information to prioritize protocol and training development for all staff levels
- Assists with EMR system development as it relates to improved management strategies and system efficiencies
- Facilitates meetings and workshops utilizing various media to effectively communicate training and information system capabilities and support NHC goals
- Evaluates and deploys new computer hardware, software, and audiovisual equipment for use at the health center
- Exhibits strong customer service skills, effectively addressing customer complaints, inquiries, conflicts, and suggestions with diplomacy, patience, and success
- Acts as a backup to the helpdesk technicians and responds to helpdesk incidents and requests in a timely manner and within defined service levels as needed, as well as manages escalated tickets
- Provides support for application data & analytics as needed
- Aids in maintaining user access roles and conducts regular system audits
- Identifies symptoms and breaks problems into distinct and manageable parts; interprets root causes associated with a given problem; seeks additional resources and expertise to define solutions; and assists in resolving intra-team problems
- Serves as the Subject Matter Expert (SME) for mission critical application infrastructure, collaborating with vendors and cross-functional IT teams on projects and implementations for both clinical and non- clinical applications
- Participates in the overall maintenance and release cycles of existing applications and systems
ESSENTIAL QUALIFICATIONS
- 3 ~ 5 years direct experience with Electronic Medical Records (EMR), Telehealth and other related healthcare applications
- 3 ~ 5 years of direct experience providing hardware and software problem resolution and technical support to computer users
- Working knowledge and experience in interfacing with and supporting high-touch clients (e.g., doctors or senior leaders)
- Bachelor’s degree in computer science or related field, or equivalent work experience
- Intermediate level knowledge, principles and characteristics of PC/MAC based hardware, applications and operations
- Knowledge of Operational principles and procedures of standard word processing, spreadsheet, database, and related business software applications
- Advanced knowledge of patient rights; age specific patient care practices
- Experience in a helpdesk or Level 2 support role, preferably in a healthcare environment, preferred
- Experience with latest Microsoft Windows versions 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
- Certification in A+ and/or Microsoft or a major EMR platform, preferred
Salary range for this position: Salary $72,600 - $90,800. Actual base salary may vary based upon, but not limited to: relevant experience, qualifications, expertise, certifications, licenses, education or equivalent work experience, time in role, peer and market data, prior performance, business sector, and geographic location.
Work Schedule (may vary to meet business needs): 7.5 hours per day (37.5 hours per week) onsite in the Craig health center in North Las Vegas, Nevada. Flexibility to support an earlier or later shift as the health center’s operational hours are 7:00am - 7:00 PM. The shift will generally be M – F but with after hours on-call coverage, and working onsite some Saturday’s.
We reward great work with great benefits, including but not limited to: Medical, Dental, Vision, Paid Time-Off (PTO), Paid Holidays, 401(k), Short- & Long-term Disability, Life, AD&D, Flexible Spending Accounts (healthcare & dependent care), Commuter Transit, Tuition Assistance, and Employee Assistance Program (EAP).
#LI-Onsite