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Clinical Service Desk Support

Company: GuideIT
Location: Plano
Posted on: June 23, 2022

Job Description:

About GuideITGuideIT is a US based technology services company focused on providing value to its customers through technology alignment and optimization. We are currently looking for a Clinical Service Desk / Application Support Associate to join our team. About the RoleExperienced and knowledgeable Clinical Information Technology Professional seeking to contribute acquired skills within a Clinical Service Desk / Application support role. Works well independently, or in a group setting providing all facets of Clinical Service Desk / Application support such as troubleshooting and -providing technical guidance in activities associated with the identification, prioritization, and resolution of clinical application issues. Skilled in providing Customer Service and End-User Clinical Service Desk / Application Support. Easily identify and resolve Clinical issues and concerns. Clinical Support is a 24/7 environment; therefore, applicants must be flexible to work various shifts and be open to daytime, evenings, weekends, or holidays.Primary Duties

Takes inbound and makes outbound calls from the end user of the clinical applicationsHandles incoming end user Incidents and Requests from email and the client portalResearches, provides, and documents accurate solutions to user problems on a timely basis.Evaluates and prioritizes tickets.Effectively escalates and documents all support calls.Updates and maintains Knowledge Base application tool through input of resolutions to issues and/or tracking of issues.Enters data on a timely basis and documents all troubleshooting steps.Monitors the successful resolution of the ticket and provides appropriate progress reporting and status as necessary.Monitors support activity and informs both team and management of any perceived trends in technical issues.Acquires and maintains a high level of knowledge of relevant products, current support policies and procedures and methods of support delivery.Recognizes sense of urgency and responds appropriately.Assists with the investigation of end user concerns as well as the delivery of an appropriate remedy and response.Maintain a high standard of quality in all work products.Any other duties as assigned by Manger or Director.Qualifications & Required Skills
3+ years experience supporting users on a Clinical Service desk / application support team utilizing a ticketing system environment.Working knowledge of Microsoft OfficeExperience with Active Directory management- creating, modifying, deleting user and email accounts. - Understanding of basic troubleshooting principlesAbility to communicate technical information to a non-technical audience.Ability to lead and participate in various projects in established time frames.Electronic Health Records Application support background a plusAmbulatory/hospital/clinical operational background a plusKnowledge of ITIL methodologyPrevious healthcare experienceEducation & Certifications
High school diploma and/or GED certificate requiredSome college or college degree in IS and/or clinical specialty is preferredPosition Location & Work Shift Requirements
Remote - USMust be flexible to work various shifts and be open to daytime, evenings, weekends, or holidays.More About GuideITHeadquartered in Plano, Texas, our services, and solutions are designed to align technology with business outcomes, maximize value through cost management, and allow rapid, proactive response to change. At GuideIT, we are looking for candidates that have a high level of integrity and thrive in a team environment centered on mutual trust and respect. Our team members are results oriented and highly adaptable. In addition to a dynamic environment, GuideIT offers competitive pay, performance-based bonuses, 401K, health, dental and vision insurance coverage, paid holidays and paid time off.GuideIT is committed to Equal Employment Opportunity. It is the policy of GuideIT to encourage and support equal employment opportunity for all Team Members and applicants for employment without regard to sex, race, color, ancestry, religious creed, national origin, pregnancy, physical disability, mental disability, medical condition, age, marital status, political affiliation, sexual orientation, disabled veteran, or Vietnam era veteran status.Powered by JazzHR

Keywords: GuideIT, Plano , Clinical Service Desk Support, Healthcare , Plano, Texas

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