Tech Support Analyst III (Hybrid) - Physicians Billing Service

Acord (association For Cooperative Operations Research And Development); St. Louis (MO); Hybrid; USD 60,000 - 80,000; Full time

Job summary

An established industry player is seeking a motivated individual to provide advanced technical support and consultation for technology-based systems. This role involves collaborating with clients, offering training, and mentoring junior staff. You will be responsible for resolving technical issues, enhancing user experiences, and ensuring effective communication across various technical areas. Join a dynamic team that values innovation and customer service, where your contributions will make a significant impact on client satisfaction and operational efficiency.

Benefits

Up to 22 days of vacation

Competitive health insurance packages

Free Metro transit U-Pass

Defined contribution retirement plan

4 weeks of caregiver leave

Tuition coverage for employees and family

Qualifications

• 3+ years of experience in Information Technology.
• Strong communication and customer service skills are essential.

Responsibilities

• Provides support for applications, hardware, and networking.
• Instructs end users on technology use and recommends upgrades.

Skills

Client Counseling

Communication

Customer Empathy

Customer Needs Assessments

Customer Service

Group Problem Solving

Identifying Customer Needs

Implementation Planning

Information Technology (IT) Solutions

Technical Support

Education

High school diploma or equivalent

Job description

Scheduled Hours 40 Position Summary This position provides consultation, analytical support, and/or training to clients of computer or other technology-based systems. Employee may provide advanced technical support of hardware, software, operating systems, and networking. This level requires a broad understanding of a wide variety of technologies to effectively support clientsâ technical needs and provide technical guidance to lower-tiered technical support employees. Employee may serve as a technical expert or specialist in a particular area such as in the applications, systems, or hardware areas. Employee interacts with a broad range of clients requiring strong communication and customer service skills as well as the ability to use a wide variety of technical resources for providing a high level of technical support to clients. Employee at this level generally provides advanced support for a broad range of information-related technologies, or may provide in-depth support for a more narrowly defined area of technology. Job Description

Primary Duties & Responsibilities:

• Provides appropriate level of support for specific application or set of applications, hardware, software and networking or may provide advanced support for a wider range of technologies to department end users.
• Responds to assigned tickets.
• Evaluates, prioritizes, and resolves problems and requests or escalates to appropriate support areas.
• May act as phone support backup to more junior-level help desk.
• Instructs end users on use of technologies within the designated spectrum of support.
• Recommends upgrades and enhancements, researches, tests and evaluates new technologies related to support spectrum.
• Collaborates with higher-level technical areas on planning and issue resolutions.
• Develops training materials and documentation for end users and internal department use.
• Provides formal training to end user for applications related to support spectrum.
• Provides training and mentoring to more junior-level support staff in the help desk.
• May act as team lead and assist in managing the workload of others.
• Actively participates in team meetings and discussions.
• Performs other related project work and duties as assigned.

Working Conditions:

Job Location/Working Conditions

• Primarily remote with the exception of coming into the office at least once a month.

The above statements are intended to describe the general nature and level of work performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all job duties performed by the personnel so classified. Management reserves the right to revise or amend duties at any time. Required Qualifications

Education:

High school diploma or equivalent high school certification or combination of education and/or experience.

Certifications:

No specific certification is required for this position.

Work Experience:

Information Technology (3 Years)

Skills:

Not Applicable

Driver's License:

A driver's license is not required for this position. More About This Job WashU seeks highly motivated individuals who are able to perform duties in a manner consistent with our core mission and guiding principles. Preferred Qualifications

Education:

No additional education beyond what is stated in the Required Qualifications section.

Certifications:

No additional certification beyond what is stated in the Required Qualifications section.

Work Experience:

No additional work experience beyond what is stated in the Required Qualifications section.

Skills:

Client Counseling, Communication, Customer Empathy, Customer Needs Assessments, Customer Service, Group Problem Solving, Identifying Customer Needs, Implementation Planning, Information Technology (IT) Solutions, IT Solution Design, Operating Systems (OS), Organizational Planning, Problem Analysis, Project Coordination, Requirements Development, Tactful, Technical Knowledge, Technical Leadership, Technical Support, Time Management, Work Collaboratively Grade G10-H Salary Range $25.47 - $39.49 / Hourly The salary range reflects base salaries paid for positions in a given job grade across the University. Individual rates within the range will be determined by factors including one's qualifications and performance, equity with others in the department, market rates for positions within the same grade and department budget. Questions

For frequently asked questions about the application process, please refer to our External Applicant FAQ .

Accommodation

If you are unable to use our online application system and would like an accommodation, please email  [e-mail]  or call the dedicated accommodation inquiry number at 314-935-1149 and leave a voicemail with the nature of your request.

All qualified individuals must be able to perform the essential functions of the position satisfactorily and, if requested, reasonable accommodations will be made to enable employees with disabilities to perform the essential functions of their job, absent undue hardship. Pre-Employment Screening All external candidates receiving an offer for employment will be required to submit to pre-employment screening for this position. The screenings will include criminal background check and, as applicable for the position, other background checks, drug screen, an employment and education or licensure/certification verification, physical examination, certain vaccinations and/or governmental registry checks. All offers are contingent upon successful completion of required screening. Benefits Statement

Personal

• Up to 22 days of vacation, 10 recognized holidays, and sick time.

• Competitive health insurance packages with priority appointments and lower copays/coinsurance.

• Take advantage of our free Metro transit U-Pass for eligible employees.

• WashU provides eligible employees with a defined contribution (403(b)) Retirement Savings Plan, which combines employee contributions and university contributions starting at 7%.

Wellness

• Wellness challenges, annual health screenings, mental health resources, mindfulness programs and courses, employee assistance program (EAP), financial resources, access to dietitians, and more!

Family

• We offer 4 weeks of caregiver leave to bond with your new child. Family care resources are also available for your continued childcare needs. Need adult care? Weâve got you covered.

• WashU covers the cost of tuition for you and your family, including dependent undergraduate-level college tuition up to 100% at WashU and 40% elsewhere after seven years with us.

For policies, detailed benefits, and eligibility, please visit: https://hr.wustl.edu/benefits/

EEO Statement Washington University in St. Louis is committed to the principles and practices of equal employment opportunity and especially encourages applications by those from underrepresented groups. It is the Universityâs policy to provide equal opportunity and access to persons in all job titles without regard to race, ethnicity, color, national origin, age, religion, sex, sexual orientation, gender identity or expression, disability, protected veteran status, or genetic information. Washington University is dedicated to building a community of individuals who are committed to contributing to an inclusive environment â“ fostering respect for all and welcoming individuals from diverse backgrounds, experiences and perspectives. Individuals with a commitment to these values are encouraged to apply.