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Technical Support Specialist II - East Lansing, United States - MiHIN
3 weeks ago
Description
**Technical Support Specialist II**
Remote - East Lansing, MI **Position Purpose**
The Michigan Health Information Network Shared Services (MiHIN) is looking for a Technical Support Specialist to join our Application Support department. The Technical Support Specialist is an integral member of the MiHIN team, overseeing all help desk tickets that are sent to MiHIN from current and new participating organizations. The Technical Support Specialist will be responsible for assisting with establishing with following the day to day processes, implementation, and escalating the request to the appropriate resource for further escalation leading up to resolution. The Technical Support Specialist will be required to be an expert in the Tier 1 process, and an expert in Tier 2 initial stages, and must possess a good understanding of the ticket processes, escalation, and be able to identify any gaps in the current process and ticketing issues to the Technical Support Specialist Team Lead. The Technical Support Specialist will also be able to define, report, and escalate business impact and critical issues.
These help desk tickets may include, but are not limited to, establishing connectivity, education, conformance reporting, data quality assurance, and troubleshooting issues. The Technical Support Specialist will also bring together business partners and internal team members in support of the department to ensure that all inquiries, issues, and information requests are resolved; this can be done via education or consultation.
This is a full-time position, day shift with flexible hours that can and will include some evening hours.
**Duties and responsibilities**
**Primary job duties and responsibilities:**
Coordinate internal and external communications to team members and external organizations to troubleshoot help desk tickets that are received by MiHIN
Providing customer service and Tier 1 and Tier 2 support leading to resolution
Conducts community health record referrals and password resets
Conducts message delivery (results viewer) troubleshooting and support
Escalates connectivity or message delivery incidents
Manage all help desk tickets to ensure resolution and proper follow-through
Properly escalating unresolved internal or external ticket request to the next level of support
Tracking, routing, and redirecting problems and complaints about a proper resolution
Providing Internal and external users with ticket status updates
Ensure routing to the correct resource for resolution
Provide ongoing education and consultation to participating organizations that use MiHIN
Ensure timely and effective execution of all assignments
Identify incidents and escalate appropriately to MiHIN Incident Manager
Monitor, research, and correct documentation by interacting with other MiHIN departments
Update ticket processes, knowledge articles, and ticket routing guide
Follow helpdesk processes and procedures provided by the helpdesk manager
Escalate Level 1 and 2 Incidents to the Incident manager with all ticket details, and escalation procedures followed
Defines system requirements and identity programming and application functional requirements
Manages the administration of user access and accounts including email, active directory, remote access, VPN, and mobile devices
Documents installations, providing in-depth triage for internal and external support issues
Provides client support regarding production issues, status, and root cause analysis
Advises customers of the impact of decisions related to customers, technology, and product offerings
Support Team Lead with customer service training workshops
Perform other duties as assigned by management
Ensure that Information MiHIN produces, maintains, stores, or transmits remains secure through adherence to MiHIN's Security Policies and Procedures
**Qualifications**
**Required qualifications:**
Associate degree in Technology, Business Administration, Finance, Health Administration, or related field
2+ years of experience in Helpdesk/Technical Service Role
Minimum of 2-5 years in a technical healthcare role, Business Administration or related field
Experience or knowledge of health information technology, including, but not limited to, electronic health records (EHRs), patient care flow, and hospital computer systems
Knowledge in Salesforce or Customer Resource Management software
Demonstrated project and work planning experience
Demonstrated knowledge and ability to adhere to written service level agreements
Demonstrated exceptional requirements analysis, testing, and debugging experience
Clear and concise verbal and written communication skills
Ability to learn to operate new office technologies as they are developed and implemented.
Expert interpersonal and customer service and telephone skills
Strong focus on execution and delivery with the ability to make recommendations and mitigate timeline risks
Excellent analytical and organizational skills
Self-starter, resourceful (independently seeks and finds resources, information, knowledge, and/or tools to complete tasks as needed)
Ability to prioritize projects and commitments to meet deadlines
Ability to work independently and collaboratively as a team member
Works well under pressure
Excels at identifying, analyzing, organizing, and solving issues and problems
Knowledge of HIPPA regulations to secure health information messages
**Preferred qualifications:**
Bachelor's degree in Technology, Business Administration, Finance, Health Administration, or related field
Experience in writing detailed process flows
Acquired experience to be able to effectively serve as back up to Team Lead
Experience coordinating User Acceptance Testing
Experience with project methodology (requirements, design, development, test, and implementation)
Experience supporting healthcare industry messaging standards (HL7) preferred
Knowledge of multiple windows platforms (workstations & servers)
Knowledge of Office 365
Knowledge of VPN creation and troubleshooting
Working knowledge of windows functions (group policies, users, file sharing, active directory, DNS/DHCP)
**Direct reports**
May possibly lead, direct, and supervise interns.
At MiHIN, we are an Equal Opportunity Employer who recognizes that our diversity is our greatest strength. We draw on the differences in who we are, what we've experienced, and how we think to best serve our stakeholders and our communities.
Because our family of companies serve everyone, we believe in including everyone. This means we strive to hire qualified employees that are diverse in thinking and in race, gender, gender identity and/or gender expression, age, religion or belief, sexual orientation, physical, mental, or sensory disability, citizenship, family or partnership status, socio-economic upbringing, and more.
We believe diversity and inclusion among our teammates is critical to our success as an organization, and we seek to recruit, develop, and retain the most talented people from a diverse candidate pool.