Application Support Analyst (HL7) – FTE – Fort Washington, PA

January 22nd, 2015
Title:

Application Support Analyst (HL7) – FTE – Fort Washington, PA

Location: Fort Washington, PA area
Skills: Application Support, Technical support, desktop support, Network support HL7, HIPPA
Type: Full Time Permanent
Pay Rate: $50k to $70k + Bonus
Post Date: 1/22/15

Application Support Analyst (HL7) – FTE – Fort Washington, PA

  High-level Overview of Responsibilities:

  1. Provide technical application support by analyzing hardware and/or software data; identifying the root cause of the problem; and developing/implementing relevant solutions.
  2. Perform troubleshooting for reported user issues with mobile laptops, handhelds, PDAs, tablet PCs, Desktop PCs and Servers.
  3. Excellent analytical, trouble shooting, fault isolation and root cause analysis skills.
  4. Proficient use of testing tools and in-depth understanding of end user experience monitoring technology and end to end troubleshooting techniques.
  5. Proficient understanding of the software development life cycle.
  6. Proficient understanding of hardware device rollout life cycle (staging, kitting, deployment and support.

 Customer Support:

  1. Provide responsive, quality, customer service/support at all times to both internal and external customers.
  2. Perform immediate analysis of customer problems while implementing corrective action to restore function and avoid recurrence.
  3. Record all incidents (including but not limited to system changes, user issues, system errors, etc.) in Remedy while maintaining accountability and ownership until resolved.
  4. Interface with appropriate technical/Level 2 and Level 3 personnel for customer problems that cannot be resolved quickly.
  5. Function as the customer’s single point-of contact for problem escalation and resolution as required.
  6. Perform customer follow-up to verify final resolution and determine satisfaction level.
  7. Responsible for creating documentation that is stored in the Knowledgebase for all analysts to reference for troubleshooting
  8. May be required to perform other related duties as assigned

 Knowledge, Skills and Expertise

  1. Knowledge and ability to troubleshoot technical issues related to hardware and related operating systems software including customer specific software applications.
  2. Specific work experience and support of interface engines inclusive of HL7 is a must.
  3. Strong customer service and communication skills including superior telephone skills as well as strong written and verbal skills are absolutely necessary for this position.
  4. Knowledge on how to use and administer issue tracking software.
  5. Understanding of HIPAA and patient confidentiality.
  6. Ability to accept direction from multiple sources and communicate effectively to balance overall workload.
  7. Ability to communicate technical/product information to both a technical and non-technical audience.
  8. Strong understanding of mobile technologies and the technologies in a healthcare environment.
  9. Ability to work independently yet collaboratively.

 Qualifications

  1. A Bachelor’s degree in IT or related field Minimum 3 years of previous experience supporting applications and working in a fast paced technical support desk environment.
  2. Healthcare industry experience is a plus.
  3. Proficient with productivity software (MS Project, Word, PowerPoint, Excel, Visio and Outlook)

 

Type: Full Time Permanent

Location(s):  Fort Washington, PA

Compensation:  $50k to $70k

Contact:

To apply, please email resume, including position title in subject line, to Resumes@proactivestaff.com

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