Support Services Specialist

The Support Services Specialist is responsible for screening, diagnosing, researching, and resolving a broad range of end-user issues related to software applications, systems, devices, user access, and hardware. This role conducts analysis and troubleshooting of application configuration, functionality, and technical problems of moderate complexity through telephone, online, and email support channels. The Support Services Specialist I collaborates closely with senior support staff to ensure timely and comprehensive problem resolution and serves as a subject-matter resource for Customer Support Specialists. The Specialist leverages a solid working knowledge of technical principles and application functionality to identify issues and provide solutions, while accurately documenting, tracking, and monitoring all service requests.

Essential Duties and Responsibilities

Minimum Qualifications (Knowledge, Skills, and Abilities)

• Associates degree* in Business, Computer Science, or other closely related fields.
  

• 1 year directly related experience providing application support on an EHR or 3 years of professional work experience in application or technical support.
  

• Strong troubleshooting skills.
  

• Excellent understanding of the fundamentals of network, server, and desktop administration, installations, upgrades, techniques, tools, and equipment. 
  

• Demonstrate ability to understand and apply customer service techniques to address issues with PC-based tools and products; provides effective, solutions-focused customer support.
  

• Exceptional interpersonal and team building skills.
  

• Effective organization and time management skills with the demonstrated ability to handle multiple requests at once.
  

• Ability to work independently and within a team environment.
  

Preferred Qualifications

• Bachelor’s degree in computer science, computer programming, computer information systems, or database administration, or closely related field.
  

• Certifications in IT related fields.
  

• Professional work experience in healthcare industry, medical billing, or accounting highly preferred.
  

* An alternative combination of education, credentials and experience may be substituted for education.