HELP DESK APPLICATION ANALYST
HELP DESK APPLICATION ANALYST
Position provides user assistance with routine inquiries and problems. Responds to and diagnoses problems through discussions with users; includes problem recognition, research, isolation, and resolution steps. Typically is able to resolve less complex problems immediately while troubleshooting more complex problems through to resolution or reassign if/when necessary. Answering phones and administration of help desk systems as well as work flow; providing a technical first point of contact for associates and staff within a user community.
Essential Duties:
· Provide first line helpdesk support to the user community as it is related to the NextGen system.
· Use independent judgment to address and resolve issues.
· Document, track and monitor all issues to ensure a timely resolution; test and verify fixes to ensure problem has been adequately resolved.
· Create and maintain a shareable solutions knowledge base.
· Understand the IT working environment sufficiently to explain technical issues to a disparate range of technical and non-technical clients.
· Ensure a consistent response to problem resolution, service requests, and status reporting.
· Refer serious problems upward to top management as necessary in a timely manner.
· Follow department and company standard operating procedures
· Utilize a call tracking system to log trouble tickets, change requests, and IT service requests, track and close tickets.
· Communicate effectively with all users with a focus on the end user reassessing/resolving issues as appropriate.
· Continually assess Help Desk processes against industry best practices and recommend refinement of processes.
· Manage customer relationships with the Help Desk in a courteous and professional manner.
· Complete other duties as assigned.
Requirements:
QUALIFYING JOB KNOWLEDGE, SKILLS, & ABILITIES:
o Excellent oral and written communication skills
o Ability to balance multiple priorities
o Display dependable, punctual and professional demeanor
o Experience troubleshooting software
o Must be client service oriented
o Possess strong problem solving skills.
o Ability to work independently as well as in a team environment
o Maintain a positive attitude
EDUCATION AND EXPERIENCE:
· Must become NCP Certified within 6 months of employment (training is provided by company)
· Associates degree in computer science, information services or a related field desirable
· Familiarity with Microsoft Windows operating system and common applications
· Healthcare experience is desired
· Previous knowledge of the NextGen Healthcare Application Suite a plus
