Technical Support Specialist / Onboarding, Reporting

360 IT Professionals; City of Albany (NY); On-site; USD 60,000 - 80,000; Full time

Job summary

360 IT Professionals is seeking a Technical Support Specialist in Albany, NY for a 12-month contract aimed at enhancing public health data exchanges. The specialist will troubleshoot technical issues, provide onboarding support and develop documentation for end-user processes.

Successful candidates will have a Bachelor's degree and significant experience in technical support, data exchange systems, and the ability to work collaboratively with both technical staff and end users.

Qualifications

• 3+ years troubleshooting hardware and software issues.
• 3+ years end user support for software applications.
• 3+ years preparing technical documents and reference materials.
• 3+ years interpreting application-level access logs.

Responsibilities

• Provide hands-on technical customer support.
• Troubleshoot hardware and software issues for data exchange.
• Prepare documentation for onboarding steps.
• Collaborate with developers to solve technical issues.

Skills

Troubleshooting hardware and software issues

Providing end user support

Communicating with users and stakeholders

Preparing technical documents

Interpreting system-level logs

Education

Bachelor’s degree in computer science, engineering, IT or public health

Tools

Windows

Linux

Job description

Technical Support Specialist / Onboarding, Reporting

Contract

Duration: 12 months contract

Location: Albany, NY

Job Overview

This position will enhance public health exchanges to promote the Meaningful Use (MU) of Certified EHR Technologies from Medicaid Providers participating in the CMS Medicare and Medicaid EHR Incentive program. It will provide enhanced technical and onboarding support to increase public health surveillance activities of the populations served by Medicaid providers by improving timeliness, quality, completeness, and standardization of data reported to Public Health Registries, and to support the NYSDOH Public Health Node which facilitates onboarding and testing for data transport necessary for reporting. The specialist will provide assistance with maintenance of production data streams and software installation and configuration for Meaningful Use measures.

Project Scope – Duties of Position

The consultant will interface with onboarding Meaningful Use reporting clients and vendors, facilitating transport and data exchange activities.

Daily Tasks

• Provide hands‑on technical customer support, identifying customer needs, abilities, and limitations in implementing data exchange.
• Troubleshoot and diagnose hardware and software issues among existing and new data exchange partners.
• Provide step‑by‑step instruction for solutions of end‑user issues.
• Identify root cause of error and delay and take steps to mitigate future occurrence.
• Review system, application, and network access logs of Windows and Linux based systems to identify errors.
• Prepare documentation to educate technical and non‑technical end users on transport onboarding steps.
• Prepare documentation to document troubleshooting process flows and escalation pathways.
• Document interactions with clients for later evaluation of service delivery activities.
• Communicate effectively with both end users and other technical staff.
• Consult and collaborate with developers, project managers and other technical staff to resolve complex technical issues.

Essential Requirement

Mid-Level

Desired Qualifications

• 48 months experience troubleshooting hardware and software issues.
• 48 months providing end user support with software applications.
• 48 months experience communicating with users, stakeholders and business analysts.
• 48 months experience preparing technical documents such as user reference documents, process flow diagrams, and database schema diagrams.
• 36 months experience interpreting system‑level, application‑level and network access logs for Windows and Linux based systems.
• 36 months experience with Windows and Linux administrative tasks such as start‑stop services and updating property and configuration files.
• 36 months experience maintaining quality controls and procedures.
• 36 months of experience developing and maintaining IT technical documentation for end‑user support.
• Bachelor’s degree or greater in computer science, computer engineering, information technology or public health.