Technical Support Specialist 2 - Ann Arbor, United States - MiHIN

Description

**Technical Support Specialist 2**

Ann Arbor, 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 where days and hours can vary Monday through Friday, 5:00PM- 2:00AM

**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.