Technical Support Specialist / Onboarding, Reporting

360 IT Professionals Inc.; City of Albany (NY); On-site; USD 50,000 - 80,000; Full time

Job summary

An established industry player is seeking a Technical Support Specialist to enhance public health data exchanges and provide onboarding support. This role involves troubleshooting technical issues, preparing documentation, and ensuring effective communication with end users and technical teams. The ideal candidate will have a strong background in IT support and experience with both Windows and Linux systems. Join a dynamic team dedicated to improving public health reporting and make a meaningful impact in the community. If you are ready to take on challenges and collaborate with a variety of stakeholders, this opportunity is perfect for you.

Qualifications

• Mid-level position requiring 48 months of experience in technical support.
• Experience in troubleshooting hardware/software and preparing technical documents.

Responsibilities

• Provide hands-on technical support and troubleshoot hardware/software issues.
• Prepare documentation and communicate effectively with clients and technical staff.

Skills

Technical Support

Troubleshooting

Documentation

Customer Communication

Data Exchange

Windows Administration

Linux Administration

Education

Bachelor’s degree in Computer Science

Bachelor’s degree in Information Technology

Bachelor’s degree in Public Health

Tools

Windows

Linux

Job description

Technical Support Specialist / Onboarding, Reporting

• Contract

360 IT Professionals is a California-based Minority Business Enterprise specializing in IT Consulting and Staffing. Since our inception, we have been providing industry-leading IT solutions for Staffing and Software Development. We have more than 30 IT Staffing Services contracts across the USA and work closely with Fortune 500 Companies and Key Private Sector Agencies. We provide staffing support to more than 10 State Customers across the USA and have successfully staffed for more than 260 roles in the last 6 months.

Job Title: Technical Support Specialist / Onboarding, Reporting

Duration: 12 months contract

Location: Albany, NY

Position Requirements/Technical Skills:

Project Scope - duties of position

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. This position 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. This position will support the NYSDOH Public Health Node, which facilitates the onboarding and testing for the data transport necessary for reporting. Furthermore, this specialist will provide assistance with the maintenance of production data streams to ensure adequate reporting for Meaningful Use measures. Additionally, this support staff will assist with software installation and configuration to maintain adequate reporting for these measures.

The consultant will be responsible for interfacing with onboarding Meaningful Use reporting clients and vendors, facilitating the transport and data exchange activities.

Daily Tasks will include but are not limited to the following:

1. Provide hands-on technical customer support, identifying customer needs, abilities, and limitations in implementing data exchange.
2. Troubleshoot and diagnose hardware and software issues occurring among existing and new data exchange partners.
3. Provide step-by-step instructions for the solution of end-user issues.
4. Identify the root cause of errors and delays and take steps to mitigate future occurrences.
5. Review system, application, and network access logs of Windows and Linux-based systems to identify errors.
6. Prepare documentation to educate technical and non-technical end users on transport onboarding steps.
7. Prepare documentation to document troubleshooting process flows and escalation pathways.
8. Document interactions with clients for later evaluation of service delivery activities.
9. Communicate effectively with both end users and other technical staff.
10. Consult and collaborate with developers, project managers, and other technical staff to resolve complex technical issues.

PART A: The ONE MANDATORY REQUIREMENT:

Mid-Level

PART B: Requested Desirable Qualifications: The numbered qualifications below are not mandatory, but candidates should meet or exceed in duration and skill set target asked for, at least 5 of the numbers 1 through 10.

1. 48 months experience troubleshooting hardware and software issues.
2. 48 months providing end-user support with software applications.
3. 48 months experience communicating with users, stakeholders, and business analysts to determine business needs.
4. 48 months experience preparing various technical documents like user reference documents, process flow diagrams, and database schema diagrams.
5. 36 months experience interpreting system-level, application-level, and network access logs for Windows and Linux-based systems.
6. 36 months experience with Windows and Linux administrative tasks such as start-stop services and updating property and configuration files to modify software behavior.
7. 36 months experience maintaining quality controls and procedures.
8. 36 months of experience in developing and maintaining information technology technical documentation for end-user support.
9. Bachelor’s degree or greater in computer science, computer engineering, information technology, or public health.

Local candidates preferred. Immediate interview and placement! Any Visa type.