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TITLE

 

Application Help Desk - L1

COMPANY

 

Health Catalyst

LOCATION

 

Salt Lake City, UT, US

Description

Our mission is to be the catalyst for massive, measurable, data-informed healthcare improvement through:

Data: integrate data in a flexible, open & scalable platform to power healthcare’s digital transformation​

Analytics: deliver analytic applications & services that generate insight on how to measurably improve​

Expertise: provide clinical, financial & operational experts who enable & accelerate improvement​

Engagement: attract, develop and retain world-class team members by being a best place to work​

The Application Help Desk L1 provides outstanding customer service by supporting our clients with a wide range of proprietary medical record processing products.  Serving as the initial point of contact for the clients, this person will gather and analyze operational information about the customer's issue to help answer basic questions about installation, operation, configuration, customization, and usage of purchased products to determine the best way to address their issue. Solutions include, but are not limited to: first level triage of customer certification and production environments, managing web application certificates, reviewing server resources, monitoring software and server alert systems, resolving username and password problems, verifying proper hardware and software set up, and resolving connection issues.

This is an excellent opportunity with growth potential and on-the-job learning and mentorship.

Support operates 24/7/365 offering flexible shifts (which may include on call coverage spanning evening, overnight and weekends).

Responsibilities:

Initial point of contact for customers via telephone, email or customer self-service ticket portal

Utilize and contribute to a shared knowledgebase providing procedural and technical direction

Provides technical support of hosted applications, servers, 3rd party connections, and network resources

Assists with navigating around application menus, and may be required to remote into customer's systems

Utilizes a Jira, a modern ticketing and documentation tool for tracking customer issues

Escalate complex problems to the Level 2/3 teams, and engages as needed with Database and Application & Data Center Engineers

Reaches out to customers to follow up on open issues, collect additional information, and confirm resolution details

Document all actions and steps taken when assisting the customer utilizing keen time management skills while working with the customer

Develops and sustains a productive customer relationship, making the customer and their needs a primary focus

Real time monitoring of active client environments using Nagios XI and Uptime Robot

Qualifications:

High School Diploma or equivalent required.

Have lead experience

Experience with workload management

Experience with process creation and implementation

Highly collaborative

Jira experience a plus

Previous computer technical support preferred.

Strong knowledge of Network troubleshooting, including command prompts for connectivity issues, locating IPs, and identifying connection errors

Some comprehension of PowerShell commands

Proficient with probing questions, collecting the most relevant information up front

Ability to troubleshoot within the scope of the contract, redirecting externally as needed

Ability to communicate clearly and professionally, both verbally and in writing.

Amazing customer service skills, with the ability to empathize and work

The above statements describe the general nature and level of work being performed in this job function.  They are not intended to be an exhaustive list of all duties, and indeed additional responsibilities may be assigned by Health Catalyst.

At Health Catalyst, we appreciate the opportunity to benefit from the diverse backgrounds and experiences of others. Because of our deep commitment to respect every individual, Health Catalyst is an equal opportunity employer.

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