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Support Center Analyst
| Hours | Full-time |
|---|---|
| Location | 3113 West Beltline Hwy Madison, Wisconsin |
About this job
The Support Center Analyst provides technical assistance to computer users as first-line support for electronic health record system issues. Answer questions or resolves basic software and application problems for customers via telephone or electronically and routes complex or emergency issues to appropriate internal personnel promptly. Multipe first, second, and third shifts available. This position also supports a rotating 24/7 on call support as required for business operations. Position located in Madison, WI.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Provides first-line support to customers via phone, email or ticket queue on system queries and issues.
- Troubleshoots and resolves basic information technology system support requests, such as assist with user accounts, electronic medical record (Epic), printing issues, etc.; documents actions and tracks issues through to resolution.
- Identifies, organizes and responds to tickets according to priority; routes complex issues to correct team as needed.
- Act as a liaison between customers and internal support staff to assure accurate problem interpretation. Maintain communications with customers during the problem resolution process.
- Maintain in-depth knowledge of supported products and services.
EDUCATION AND EXPERIENCE
Associate's degree in Information Systems or any equivalent combination of education, training and/or experience that fulfills the requirements of the position will be considered. One year or more related work experience and/or in information technology systems support. Prior work experience in a healthcare environment highly desirable, but not required.