Technical Support Analyst II

Overview:

This position will provide maintenance and training support on many levels for use of the practice management software.

Responsibilities:

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.

• 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

Qualifications:

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.

Location : Location: US-VA-Norfolk