Technical Support Analyst I

Overview:

Reviews, analyzes, and evaluates information technology systems operations as they relate to services of a specific program. Provides technical assistance to computer system users as it relates to the use of an application in performing program services. Answer questions or resolve problems for clients in person, via telephone or from a remote location as it relates to a specific application related to a program’s services May provide assistance concerning the use of computer hardware and software, including printing, installation, word-processing, electronic mail and operating systems as it relates to a specific application related to a programs services.

The term ‘program’ relates to specific services. A position in finance would refer to experience in the use accounting procedures and systems. A position in health care delivery would refer to experience in clinical systems. This is not a technical position as it relates to network or systems. It is the technical support of applications used in the delivery of a program’s services. Qualifications are significantly tilted toward experience in the program’s services.

Responsibilities:

General:

Position provides support for installation, maintenance and troubleshooting of desktop/laptop computer systems and associated peripherals as required to support applications needed for program services.

Peripherals may include printers, scanners, PDAs, cameras, networking equipment, and others.

Responds to trouble calls from users as assigned, and assists with application support including problem referral for computer hardware and software technical support.

Respects departmental policies and procedures.

Guards all EVMS data as confidential under penalty of termination.

Establishing accounts and security within an application.

Maintaining audit data about services.

Providing investigative support regarding security breaches.

Aiding clients in their use of the application.

Identifying support patterns to determine additional training needs.

Aiding clients in data retrieval or extraction.

Maintaining application integrity by management of access and data.

Perform other duties as assigned.

Provide user assistance with basic operations of Office applications such as MS Word, Excel, and PowerPoint as it relates to application use.

Position Specific: EVMS Medical Group

This position provides technical support of the applications used in the delivery of billing, scheduling and patient care.

Provides support for desktop and laptop computers and associated peripherals to support applications.

Responds to trouble calls from users.

Creates and setups application user accounts and security.

Experienced in IDX/GE Billing and Scheduling applications or other related Practice Management systems.

Provides training to users in the scheduling and Billing functions of IDX/GE.

Knowledgeable of practice management software.

Primary level of computer hardware and software competency.

Qualifications:

High school diploma and a minimum of 3 years’ experience in the program’s services.

Works effectively with Microsoft Office systems.

Competency designations are desired, but proof of detailed training or specifically applicable experience may be accepted.

Must have a working knowledge of personal computer (PC) hardware, operating systems, and common application suites such as Microsoft Office.

Must be able to demonstrate a competency in applications related to a program’s services.

A demonstrated ability to systematically analyze application problems; working knowledge of common troubleshooting techniques and tools used and a demonstrated ability to communicate well verbally and in writing is needed.

Strong customer service skills and the ability to work well with others in high stress situations is required.

DEFINING CHARACTERISTICS:

Relies on instructions and pre-established guidelines to perform the functions of the job.

Works under immediate supervision.

Primary job functions do not typically require exercising independent judgment.

Typically reports to a project leader or manager.

Some technical training, college level courses, and/or work experience in related technical field is beneficial

Minimum of 3 years’ experience in program type services

Tier 1 experience: support for installation, maintenance and troubleshooting within the boundaries of a single program or application

Location : Location:

US-VA-Norfolk

Permanent