Job Posting for Support Analyst- Tier 1 at Harmony Healthcare IT

Company Description:

Harmony Healthcare IT (HHIT) is a data management firm that moves and stores patient, employee, and business records for healthcare organizations. To strengthen care delivery and improve lives, vital information is preserved and managed by HHIT in a way that keeps it accessible, releasable, usable, interoperable, secure, and compliant.

HHIT has established core values for the workplace. This helps to maintain a culture of excellence and provides guidance in our daily work.

HHIT’s core values are:

Do the right thing
Be easy to work with
Exceed expectations
Serve humbly
Never stop improving

Position Summary:

The Support Analyst – Tier 1 is the first point of contact for any incoming support calls from clients. This position is responsible for troubleshooting, problem management and applying analytical and problem-solving skills to help identify, communicate, and resolve system issues to maximize the efficiency and benefit of the Client Experience Support Department. This position is an in-office, in-person, or hybrid role if local to South Bend, or remote if not local to South Bend.

Primary Responsibilities:

Work directly with customers to provide technical support for the HHIT products and service offerings
Provide on-call product support, sometimes on nights, weekends, and holidays
Utilize ticketing system to correctly document issues and solutions and ensure proper communication of corrective actions and resolution to the customer
Troubleshoot virtual machines (VM’s) for the Medical Manager and HDA
Troubleshoot virtual private network (VPN) routers
Manage HHIT technical queue
Answer, triage and or resolve inbound technical calls
Troubleshoot hardware and software issues either in-person or remotely

Required Skills/Abilities:

Excellent communication skills both written and spoken
Strong problem solving and analysis skills
Strong interpersonal skills
Working knowledge of technology and systems including but not limited to msSQL, PostgreSQL, Linux, and a basic understanding of products provided
Working knowledge of Microsoft Office suite tools.
Excellent organizational skills and attention to detail
Excellent time management skills
Product management skills preferred
Team player
Drive to complete project work on time
Ability to effectively prioritize and handle multiple tasks and projects

Education & Experience:

Bachelor’s degree or equivalent experience
Prior experience within healthcare field preferred

Other:

Willing and ready to exemplify HHIT’s core values on a daily basis
Responsible for protecting data entrusted to HHIT by customers or other parties by strictly adhering to HHIT’s data security and privacy policies and procedures, as well as HIPAA, PIPEDA and all other applicable law
Must be authorized to work in the United States

Physical Requirements:

Prolonged periods sitting at a desk and working on a computer
Must be able to lift up to 15 pounds at times

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Salary.com Estimation for Support Analyst- Tier 1 in South Bend, IN

$76,180 - $98,176

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Support Analyst- Tier 1

Job Posting for Support Analyst- Tier 1 at Harmony Healthcare IT

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