Job#: 2066789
Job Description:
This Opportunity is Remote, however candidates must be reside in PA.
Job Summary the Service Desk Technical Analyst is responsible for tasks related to IT hardware, infrastructure, access, application, and software support, including the Electronic Health Record (EHR) System. This includes issue resolution, access management, request fulfillment, training, testing, implementation, go-live support, and maintenance. The IT Service Desk serves as a front-line and tier 2 technical contact between Information Technology and organizational departments, IT vendors, partners, and the user community.
Job Duties
- Provide remote and customer-facing support and solutions for technical needs.
- Resolve complex technical problems, assess impact and urgency, and set priorities according to Service Level Agreements (SLAs).
- Facilitate First Call Resolution.
- Develop a strong understanding of the EHR and all technology and applications.
- Maintain goodwill, cooperation, and productive relationships.
- Accurately document interactions, incidents, and requests.
- Provide regular updates on work status.
- Produce documentation as requested.
- Route incidents according to established protocols.
- Notify IT customers of downtimes or service interruptions.
- Maintain security and confidentiality, especially regarding Patient Information (PI) or Personally Identifiable Information (PII).
- Communicate effectively with peers, stakeholders, project teams, and leadership.
- Participate in on-call rotation for 24x7x365 support.
- Support system upgrades, patches, and monitoring.
Work is typically performed in an office environment. Accountable for satisfying all job-specific obligations and complying with all organization policies and procedures.
*Relevant experience may be a combination of related work experience and degree obtained (Associate’s Degree = 2 years; Bachelor’s Degree = 4 years).
Position Details
Work Schedule(Multiple Shifts Available):
- 12:00 PM - 10:30 PM (4 – 10’s), every other weekend including holidays.
- 8:00AM-4:30PM (5-8’s) or 7:00AM -5:30pm (4 – 10’s), every other weekend including holidays.
Preferred Qualifications: IT knowledge, education preferred. Demonstrated Customer Service, Call Center experience preferred.
Education
- High School Diploma or Equivalent (GED) - (Required)
Experience
- Minimum of 2 years of relevant experience* (Required)
Skills
- Interpersonal Communication
- IT Environment
- Technical Troubleshooting
- Communication
- HR Policies, Standards, and Procedures
- Customer Service
- Problem Management
Apex Systems is a world-class IT services company that serves thousands of clients across the globe. When you join Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing® in Talent Satisfaction in the United States and Great Place to Work® in the United Kingdom and Mexico.
Apex Benefits Overview: Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our ‘Welcome Packet’ as well, which an Apex team member can provide.