Software Support Analyst

Job Purpose 

Software Support Analyst acts as primary interface to the computing services customers that are supported by the Health Technology Department to effect real time problem analysis and resolutions.

Qualifications 

• Possession of a High School Diploma or equivalent.
• Knowledge of desktop and business/technical support systems.
• Knowledge of Customer Service.

Core Job Duties 

Help Desk 

• Works directly with company employees to provide services and help resolve EHR problems through technical assistance and problem resolution.
• Provides timely technical support to internal employees via telephone, emails, remote or on-site for competent skillset of technologies exhibited.
• Collects detailed information to categorize request in order to determine method of resolution.
• Uses discretion to effect timely solution of problems in order to ensure customer satisfaction, eliminate downtime and prevent cost overruns.
• Gathering additional details, clarify, test, reproduce and document customer issues and create/update Support Cases.

EHR System  

• Setup and maintain New Users, Programs, Form Structure, Service Codes/Fees, and User Roles in the EHR system.
• Maintain Patch Management.
• Ability to maintain Netsmart Clinical Systems (eCET) implementation, evaluation, monitoring documentation, training and forms development for end users.
• Understanding of the functional capabilities and limitations with the technologies being utilized by agency.
• Ability to Read/Write Crystal Reports.

Other  

• Maintains acceptable attendance record, respect break periods and work with supervisor to ensure coverage during any absence.
• Exhibits a professional appearance, attitude and demeanor that reflects confidence, positive self-esteem and overall professionalism when working with person(s)-served, co-workers, families and referral sources.
• Self-motivated and able to work autonomously.
• Orally communicate information effectively and accurately.
• Assure program operates within the constraints of the agency’s certification (CARF, DMH) standards and strategic plan related to clinical care.
• Abide by program and agency policies and procedures.
• Other job duties and special projects as assigned.