Healthcare Tech Support Analyst: Incident Response

Palm Beach Accountable Care Organization; Town of Florida (NY); On-site; USD 65,000 - 90,000; Full time

Job summary

Palm Beach Accountable Care Organization is seeking a Support Analyst to be a frontline problem-solver for customers of our healthcare technology applications. You will own incoming support requests end to end—triaging, investigating, troubleshooting, and resolving issues across our healthcare technology applications.

You will collaborate with Product, Engineering, QA, and Implementation teams to restore services quickly, document findings, and improve processes, while maintaining

Qualifications

• 1–3 years of experience in technical support or customer-facing technical role
• Experience troubleshooting web-based or enterprise software in production environments
• Strong technical aptitude and ability to learn complex software/workflows quickly
• Familiarity with Jira or similar ticketing systems
• Working knowledge of Microsoft Office tools (Outlook, Excel, Word, PowerPoint, Teams)
• Excellent written and verbal communication skills
• Strong organizational skills, attention to detail, and ability to juggle priorities
• Sound judgment on when to resolve independently versus escalate

Responsibilities

• Own the ticket queue: monitor, prioritize, investigate, and resolve incoming requests with accurate documentation and customer updates
• Troubleshoot hands-on by replicating issues, reviewing logs, data, and system behavior
• Escalate smartly after thorough initial troubleshooting and documentation
• Respond to incidents: participate in high-priority production incident response, test and validate fixes
• Spot patterns: identify recurring issues and gaps, suggest improvements to the Support Lead
• Build knowledge: contribute to troubleshooting guides and FAQs to speed the team
• Communicate clearly to both technical and non-technical audiences with professionalism and empathy
• Protect sensitive data: handle patient and company information in compliance with HIPAA and policies

Skills

Technical support

Customer-facing

Troubleshooting

Strong communication

Organizational skills

Attention to detail

Prioritization

Calm under pressure

Education

Bachelor's degree in IT or related field

Tools

Jira

Microsoft Office

Job description

Palm Beach Accountable Care Organization is seeking a Support Analyst to be a frontline problem-solver for customers of our healthcare technology applications. You will own incoming support requests end to end—triaging, investigating, troubleshooting, and resolving issues across our healthcare technology applications.

You will collaborate with Product, Engineering, QA, and Implementation teams to restore services quickly, document findings, and improve processes, while maintaining