Application Support Technician

The Position:

The Application Support Technician will be responsible for providing Tier 1 application support for end users including but not limited to: Product training, application issue troubleshooting, user configuration and case escalation to other departments when needed.

Candidates for this position will be required to manage incoming support request from clients and 3^rd party vendors and provide prompt and professional case resolutions adhering to our service level agreements with a strong emphasis on customer satisfaction.

Responsibilities:

• Remotely access live client environments to assist with the client’s needs.
• Manage customer issues through effective troubleshooting, listening, problem solving, positive action, information gathering and case escalation in a timely manner when appropriate.
• Prioritize, balance, multitask competing issues based on impact to end user, customer urgency, length of outstanding issue and political sensitivity.
• Promote and maintain high quality, professional, service-oriented company image with customers and internal staff.
• Document tickets and resolutions in Microsoft Dynamics

Required Skills:

• Excellent written and verbal communication skills.
• Basic understanding of Windows OS environments and functionality including but not limited to:
• Internet and network connectivity
• Windows Updates and security
• Managing and/or disabling any third-party Windows applications
• File structure and permissions settings
• Print/Scan functionality
• Basic understanding and use of remote access software.
• Strong customer service skills.
• Ability to multitask and adapt to shifting support responsibilities as needed.
• Experience with application-based troubleshooting, support, and break-fix diagnostics.
• Ability to work emergency support request outside of normal business hours as needed.

Education/Experience

• 3 to 4 years of experience in a similar role (Application Support).
• Microsoft Office certification a plus but not required.
• Experience with ambulatory based software and services including but not limited to EHR/EMR software, Practice Management solutions, MIPS/Meaningful user and electronic prescribing of medications preferred but not required