Starting Range: $20-$23
Employment Status: Full Time, 35 hours
SUMMARY OF DUTIES:
The Applications Support Specialist will acquire and maintain a comprehensive knowledge of the agency's various software applications in order to provide end-user support and training and troubleshoot application issues. The Applications Support Specialist will work collaboratively with members of the agency's Information Systems teams and software vendors to ensure the stability, integrity, and efficient operation of the applications supporting core organizational functions and provide high-quality and timely end-user support and service.
RESPONSIBILITIES:
- Provide level 1 software support and troubleshooting for all end-users (clinical/staff, prescribers, interns, etc.).
- Configure, administer, and maintain an in-depth knowledge of various software tools and applications.
- Utilize the organization's Web Help Desk/ITSM application as a tool to deliver, control, track and monitor service requests and tickets.
- Review, test and evaluate new releases, versions, and features of the agency's software applications.
- Create, configure and maintain user accounts and permissions for a variety of applications.
- Promptly identifies, documents, and resolves problems with application functionality, collaborating as needed with vendors.
- Maintain working relationships with applicable vendors and monitor/manage vendor service requests.
- Assist with software-related end-user training as needed.
- Provide occasional on-site/remote/at-the-elbow support for software implementations and go-lives.
- Assist the Information Systems team and various internal stakeholders with preparing for and meeting regulatory requirements and quality reporting initiatives.
- Provide basic technical troubleshooting assistance and collaborate with the Information Systems team for problem resolution when necessary.
- Occasional short-distance, same-day travel to program locations in and around the Buffalo area.
- Schedule and assigned duties are subject to change based on the needs of the program and the clients we serve.
REQUIRED KNOWLEDGE AND SKILLS:
- Self-motivated individual with strong customer service skills and a desire to continually expand knowledge.
- Strong technical skills and proficiency in Microsoft Office applications.
- Hands-on experience in troubleshooting issues with web-based and Windows-based applications.
- Ability to effectively manage, prioritize, and resolve software related support issues and tasks.
- Excellent organizational, inter-personal, and logical problem solving skills.
QUALIFICATIONS:
- Bachelor's or Associate's degree in a health, health information or technical discipline preferred.
- Minimum of 2-3 years of experience working with and/or supporting/implementing Electronic Health Records (EHR) or other software applications.
- Healthcare, medical or clinical experience and a working knowledge of Cerner applications is preferred.
- Experience working in a customer service/support environment.
- Certifications in technology or customer-service-related fields are a plus.
Some things you can look forward to: