Help Desk & Application Support Specialist - 100% Remote - Long term contract - B3988B
Posted 1 week ago by 1755071864
Negotiable
Outside
Remote
USA
Summary: The Help Desk & Application Support Specialist role is a long-term remote contract position focused on providing technical and application support for electronic health records. The specialist will collaborate with business units and cross-functional teams to resolve service requests, perform user acceptance testing, and ensure product specifications are met. The position requires strong analytical skills and experience in customer support, particularly in healthcare settings. Local candidates are preferred despite the remote nature of the job.
Key Responsibilities:
- Collaborate with business units as part of the help desk and app dev support team for electronic health record.
- Resolve JIRA requests using pre-defined resources, analytical skills, and team collaboration.
- Provide tier 1 support for Division applications.
- Provide first level contact for incoming service requests.
- Review incoming service requests for knowledgebase solutions.
- Collect information from users for service requests.
- Track, route, and redirect unresolved service requests to correct resources.
- Escalate complex issues to Tier 2 Service Desk resources.
- Provision application access.
- Identify and route Data Exceptions.
- Walk users through problem-solving steps.
- Convey resolutions of service requests to users.
- Resolve and close low-level service requests.
- Perform proper recording and documentation of activities and solutions.
- Perform periodic knowledge base review.
- Perform user access audits.
- Perform user acceptance testing.
- Research changes in pharmacies, hospitals, medications, and healthcare-related datasets.
Key Skills:
- Excellent analytical and logical skills.
- Experience providing customer support.
- Experience with healthcare, PHI, HIPAA.
- Experience using knowledge base and ticketing systems.
- Strong Microsoft productivity software skills.
- Experience providing tier 1 IT and application troubleshooting.
- Experience performing user acceptance testing on web applications.
- Experience with Windows operating systems.
- Experience troubleshooting browser dependency issues.
- Experience with providing direct customer service.
- Experience with bug documentation and bug lifecycle.
- Experience writing SQL Queries.
- Experience with MAC OS.
- Experience with Android OS for mobile devices.
- Working knowledge of application and desktop security concepts.
- Experience with remote desktop control tools.
- Experience with workstation troubleshooting.
Salary (Rate): undetermined
City: undetermined
Country: USA
Working Arrangements: remote
IR35 Status: outside IR35
Seniority Level: undetermined
Industry: IT
Our direct client is looking for a Help Desk & Application Support Specialist for a 100% Remote Long term contract (Client is in Trenton, NJ).
NOTE:
- Please note while this position is remote; the manger is looking for local candidates.
JOB DESCRIPTION:
- Collaborates with business units as part of the help desk and app dev support team for electronic health record. Resolves JIRA requests using pre-defined resources, analytical skills, and team collaboration. Primarily email, Teams, and occasional phone.
- The Product Specialist collaborates with business units and coordinates with cross-functional teams to provide strategies, product development, and training solutions. Assures the product meets specifications.
- As a Product Specialist with the NJ Division of Developmental Disabilities, the candidate will perform technical and application support functions including, but not limited to:
- Provide tier 1 support for Division applications
- Provide first level contact for incoming service requests
- Review incoming service requests for knowledgebase solutions
- Collect information from user for service requests
- Track, route and redirect unresolved service requests to correct resources
- Escalate complex issues to Tier 2 Service Desk resources
- Provision application access
- Identify and route Data Exceptions
- Walk users through problem solving steps
- Convey resolutions of service requests to users
- Resolve and Close low-level service requests
- Perform proper recording and documentation of activities and solutions
- Perform periodic knowledge base review
- Perform user access audits
- Perform user acceptance testing
- Research changes in pharmacies, hospitals, medications, and healthcare related datasets
- This role will report through the Support Manager.
SKILLS MATRIX:
- Excellent analytical and logical skills - Required
- Experience providing customer support - Strong plus to have
- Experience with healthcare, PHI, HIPAA - Strong plus to have
- Experience using knowledge base and ticketing systems - Nice to have
- Strong Microsoft productivity software skills - Nice to have
- Experience providing tier 1 IT and application troubleshooting - Strong plus to have
- Experience performing user acceptance testing on web applications - Nice to have
- Experience with Windows operating systems - Nice to have
- Experience troubleshooting browser dependency issues - Nice to have
- Experience with providing direct customer service - Strong plus to have
- Experience with bug documentation and bug lifecycle - Nice to have
- Experience writing SQL Queries - Nice to have
- Experience with MAC OS - Nice to have
- Experience with Android OS for mobile device - Nice to have
- Working knowledge of application and desktop security concepts - Nice to have
- Experience with remote desktop control tools - Nice to have
- Experience with workstation troubleshooting - Nice to have
Question 1: Where does your candidate currently reside (City & State)?
Location: 100% Remote (Client is in Trenton, NJ)
Type: Long term contract
Please send resume to "jobs at etechnovision dot com" with B3988B in Subject for immediate consideration