IT Help Desk Analyst

POSITION:  IT Help Desk Analyst

 

REPORTS TO:  IT Help Desk Manager

 

POSITION SUMMARY:

 

This person’s primary responsibilities will be responding to technical support request from existing users via both telephone and email.  This person must be proficient in time management in order to balance multiple requests and continually exceed customer expectations.  This individual must be comfortable taking ownership of the entire support process from initial contact through final resolution.

 

The help desk will support the implementation of an electronic medical records application in physician medical practices and support other applications such as our electronic referral submission.  

 

PRIMARY RESPONSIBILITIES:

 

Ø  Develop an in depth knowledge of all products.

Ø  Providing phone and email support to existing customers.

Ø  Documenting all support calls into Versasrs.

Ø  Referral support of our STaRS application

Ø  Assisting with expanding our internal support knowledge base.

Ø  Perform other duties as assigned.

 

 

SKILLS/KNOWLEDGE AND ABILITIES:

Ø  Windows operating system

Ø  Great problem solving skills – a large portion of your responsibilities will be to resolve customer problems.  You must have the ability to analyze a problem and take ownership of the resolution process and then document that resolution.

Ø  Excellent written and oral communication skills – you must feel comfortable interacting with customers via phone and email and sharing ideas with the rest of the staff.

Ø  Detailed orientated and able to document procedures.

Ø  Previous customer service experience preferred.

Ø  Managed care knowledge helpful.

 

Please forward resume to hr@macipa.com or fax to 617-787-1760.