Technical Support Analyst I

Southern Arizona Legal Aid Inc.; Phoenix (AZ); Hybrid; USD 45,000 - 65,000; Full time

Job summary

Join a leading healthcare company as a Technical Support Analyst. You will provide critical application support and engage with clients to troubleshoot issues. With a focus on improving the customer experience, this hybrid role offers an opportunity to make a significant impact in the healthcare sector while enjoying excellent benefits in a dynamic environment.

Benefits

100% company-paid medical plan

401(k) matching

Paid new parent leave

Flexibility to work remotely

Unlimited paid time off

Qualifications

• 1-2 years of experience in a Customer Service or Help Desk environment.
• Familiarity with SQL queries and scripting is required.
• Experience with application or web support is necessary.

Responsibilities

• Diagnose and troubleshoot technical issues for clients.
• Manage inbound service requests and escalate as needed.
• Facilitate training on products and maintain documentation.

Skills

Analytical skills

Troubleshooting skills

Communication skills

Education

Associate's Degree in IT, Computer Science, Information Systems

Tools

SQL

Jira

ServiceNow

Job description

When you choose STChealth, you will be choosing a small company where you can make a big contribution. You'll be choosing a long-standing industry leader who has a 37-year history but a start-up mentality. And you'll be choosing to join a team of people determined reduce the impact of preventable disease and empower people throughout the healthcare ecosystem world-wide.

Your Role and Impact

As part of our Platform Support team, this position provides technical and product support of our application suite. Working closely with the Immunization Systems Management teams of our member States, you will identify, research, replicate and resolve technical problems experienced by the end users of our systems.

As one of our top-notch front-line support analysts, you will have the opportunity to make a significant impact to not only STC and our Customers, but also on the lives of patients around the world.

Responsibilities

Issue Management

Handle inbound service requests from clients and escalated issues from our Service Desk, further escalating to the Application Development team as needed, and provide client updates for ongoing issues.
Problem Analysis & Resolution

Diagnose and troubleshoot issues, determining root cause of problems, and resolve issues by reviewing system and application information, recreating the user error and testing changes.
Collaborate with the Application Development as well as the Operations teams to install and/or test solutions and enhancements, and validate application patches, releases and updates for bugs and defects.
Customer Engagement

Facilitate a positive customer experience during communications and collaborative efforts by providing guidance and solutions (including identifying problems, researching answers and corrective steps), and facilitating ongoing training with clients.
Documentation

Improve client references by writing and maintaining documentation (i.e. guides, procedures and work instructions), maintaining and updating their asset management information, and summarizing resolution of issues.
Training

Demonstrate willingness and ability to quickly learn STC's application suite of products, mentor/coach Service Desk team members, and provide training on products, processes or procedures, when necessary.

Requirements

Education

Associate's Degree in IT, Computer Science, Information Systems or equivalent work experience.
Experience

1-2 years of experience in a Customer Service or Help Desk environment.
Familiarity with SQL queries and scripting.
1-2 years of application, software, or web support experience.
Experience with ticket or project tracking software experience (Jira, ServiceNow, etc.).
Skills and Abilities

Good analytical and troubleshooting skills with a demonstrated proficiency at technical problem solving/root cause analysis in order to identify issues and resolve.
Ability to work with non-technical clients to gather business requirements and translate into technical specifications.
An understanding of cloud-based software architecture.
Professional verbal and written communication skills for phone, email and chat.
Able to perform ad-hoc software validation as necessary.
Able to work flexible shifts (on-call rotations).
Nice to Haves

Previous knowledge/experience of HL7, highly desired.
Demonstrated experience in a software-related, advanced-level technical support or implementation role, highly desired.
Data mining experience, a plus.
A strong understanding or demonstrated experience of the SDLC process and Agile methodologies, a plus.
A strong understanding or demonstrated experience of ITIL v3 methodology framework, a plus.
Ability to conduct software demonstrations and other client-facing duties, a plus.
Location

This is a hybrid position, working three days per week from our office in Phoenix, AZ
About Us

Named one of Arizona's Top Workplaces, you will find that we are a highly engaged group of people, motivated and inspired by each other, and passionate about the collective work we do in creating intelligent solutions for healthier communities.

Located in the Warehouse District, we are proud to be a part of the dynamic and creative PHX Core Innovation Hub. We have an open-office layout with lots of room for the collaboration and inspiration that feeds all the great ideas that start here.

Benefits? Ours are outstanding. Some of the highlights include a 100% company-paid medical plan, 401(k) matching, paid new parent leave, flexibility to work remotely, casual dress, dog days, a focus on well-being, unlimited volunteer hours, and an amazing amount of paid time off.

Apply today to join our team!

----
Must be a United States citizen or have authorization to work in the United States as defined by the Immigration Act of 1986. STChealth is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected Veteran status.