Applications & Technology Support Analyst - Durango

Company: UNITE HERE HEALTH
Location: Las Vegas
Posted on: March 17, 2023

Job Description:

*** Job to begin March 2023 ***PURPOSEThe purpose of this position is to serve as Neighborhood Health Center's (NHC) Applications and Technology Support Analyst. This person will support the office and medical staff of NHC in the use of computers, phone systems, audio/visual, and applications. The right candidate will be a team player eager to provide exceptional customer support, troubleshoot problems, and gain a high-level understanding of health center processes to identify where technology supports our success. ESSENTIAL JOB FUNCTIONS AND DUTIESSupport the organization with any issue involving health center systems. Be resourceful in identifying where and how to get the solutions requiredAct as a business partner by consulting with health center staff and leadership to proactively identify current and future health center application and technology needsBuild positive relationships as an "IT ambassador" in the health center by performing duties well, attending necessary meetings, and keeping IT leadership informed of events and opportunitiesEvaluate and deploy new computer hardware, software and audiovisual equipment for use at the health centerActively promote a customer-oriented environment in which the client is treated professionally and courteouslyDemonstrate strong customer service skills including the ability to diplomatically, patiently, and successfully handle customer complaints, problems, questions, conflict, and suggestionsRespond to helpdesk incidents and requests in a timely manner and within defined service levelsProviding and/or sharing technical knowledge with other support staff in the resolution of problems and requestsEscalate complex problems and work with other Tier I, Tier II or Tier III staff to ensure resolutionManages tickets escalated from the HelpdeskIdentify symptoms and break problems into distinct and manageable parts; interpret root causes associated with a given problem; seek other resources/expertise to define solutions; assist in solving intra-team problemsApply principles and processes of service levels to work; identify/highlight service problemsParticipate in professional development activitiesUsing initiative and independent judgment within established procedural guidelines; work well without direct supervisionBecomes the Subject Matter Expert (SME) for the mission critical application infrastructure. Works with vendors and other IT teams on projects/implementationsWorks with vendors as needed for both system implementation and technical supportParticipates in overall maintenance of existing applications and systemsCommunicates and builds relationships with a wide variety of people from diverse socio-economic and ethnic backgroundsSets goals and achieve measurable resultsContributes ideas to plans and achieving department goalsPerforms other duties as assigned within the scope of responsibilities and requirements of the jobPerforms Essential Job Functions and Duties with or without reasonable accommodationESSENTIAL QUALIFICATIONS***MUST BE FULLY VACCINATED AGAINST COVID-19***Years of Experience and Knowledge 3 - 5 years of direct experience providing hardware and software problem resolution and technical support to computer users minimumWorking knowledge and experience in interfacing with and supporting high-touch clients (e.g., doctors or senior leaders)Proven track record for learning new technologies and how they benefit an organizationDemonstrate strong oral and written communication skills including the ability to communicate technical information to a variety of audiences including end users and clientsExperience with Electronic Medical Records (EMR), Telehealth and other healthcare applicationsExperience on a helpdesk or level 2 support, healthcare environment strongly preferredDemonstrate ability to organize work tasks, set priorities and meet critical deadlines; regularly reprioritize tasks to address urgent needs; work with health center and IT leadership to validate these prioritiesFlexibility to support a later shift support schedule (until 8:00 PM), after hours on-call coverage and working onsite some SaturdaysExperience with Windows 11 and ServiceNow (or other ticket management system) required, MAC support experience preferredExperience in an Active Directory environment preferredExperience with software deployment packages preferredIntermediate level knowledge of PC/MAC based hardware components and operationsEducation, Licenses, and CertificationsBachelor's degree in Computer Science, Information Systems or Completion of course work at Technical School or related field or equivalent work experience requiredPreferred: Certification in A+ and/or Microsoft or a major EMR platformSkills and AbilitiesAdvanced level Microsoft Office skills (PowerPoint, Word, Outlook, Excel)Operational principles and characteristics of computer hardwareDocumentation and clinical workflow analysis skills with Information Technology integrationComputer applications related to duties assignedTechniques for customer problem analysis and problem solvingOperational principles and procedures of standard word processing, spreadsheet, database and related business software applicationsRecord keeping principles and practices; department safety practice and proceduresPatient rights; age specific patient care practicesInfection control policies and practicesMobility to work in a typical clinical setting and use standard equipment; stamina to remain seated and maintain concentration for extended periods of time; vision to read instruments, printed materials and various electronic screens and monitors; hearing and speech to communicate effectively in person and over the telephone; strength and agility to exert up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objectsManage competing deadlines and multiple projects in a fast-paced environmentWe reward great work with great benefits. The benefits we offer include but are not limited to: Medical/Dental/Vision benefits, Paid Time-Off (PTO), Paid Holidays, Short & Long-Term disability, Life & Accidental death, 401(k), Tuition Assistance, Employee Assistance Program (EAP), Healthcare Flexible Spending Accounts (HFSA) and Dependent Care Flexible Spending Account (DCFSA).

Keywords: UNITE HERE HEALTH, Las Vegas , Applications & Technology Support Analyst - Durango, Professions , Las Vegas, Nevada