Technical Support Analyst II

This position provides technical assistance to computer system users as it relates to the use of clinical applications. Answer questions or resolve problems for clients in person, via telephone or from a remote location. May provide assistance concerning the use of computer hardware and software as it relates to workflow requirements, including installing applications and general use of the applications. This position will provide maintenance and training support on many levels for use of the practice management software.

General:

Position provides support for installation, maintenance and troubleshooting of desktop/laptop computer systems and associated peripherals as required to support applications needed for program services.
• Peripherals may include printers, scanners, PDAs, cameras, networking equipment, and others.
• Responds to trouble calls from users as assigned, and assists with application support including problem referral for computer hardware and software technical support.
• Guards all data as confidential under penalty of termination.
• Establishing accounts and security within an application.
• Maintaining audit data about services.
• Providing investigative support regarding security breaches.
• Aiding clients in their use of the application.
• Identifying support patterns to determine additional training needs.
• Aiding clients in data retrieval or extraction.
• Maintaining application integrity by management of access and data.
• Perform other duties as assigned.
• Provide user assistance with basic operations of Office applications such as MS Word, Excel, and PowerPoint as it relates to application use.
• Handle problems escalated from a TSA-I position.
• May supervise TSA-Is
• Perform advanced-level responsibilities focusing on intermediate to long-range program issues affecting program activities and services development, planning, delivery, monitoring, and evaluation in order to promote service delivery.
• Support technicians must apply advanced skills in the areas of Applications Analysis, in order to address application wide issues that may appear systemic.

Position Specific: Medical Group

• This position provides technical support of the applications used in the delivery of billing, scheduling and patient care.
• Provides support for desktop and laptop computers and associated peripherals to support applications.
• Responds to trouble calls from users.
• Creates and setups application user accounts and security.
• Experienced in IDX/GE Billing and Scheduling applications or other related Practice Management systems.
• Provides training to users in the scheduling and Billing functions of IDX/GE.
• Leads project implementation and may provide direction to junior technicians.
• Knowledgeable of practice management software.
• Creates reports utilizing a SQL database.
• Intermediate level of computer hardware and software competency

Experience providing technical support required, experience in supporting the applications used in the delivery of patient billing, scheduling, and patient care highly preferred.

Master's degree in related field, or a bachelor's degree with work experience equivalent to a master's degree is required.