TECHNICAL SUPPORT SPECIALIST II

Technical Support Specialist II

Remote - 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, 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.