Support Analyst Tier II

Support Analyst - Tier II South Bend, IN Job Details 6 days ago Qualifications Maintaining patient confidentiality HIPAA Data reporting Mid-level Analysis skills Bachelor's degree PostgreSQL Product management Customer support ticket management Organizational skills Problem management SSH Systems & applications support Linux Productivity software Root cause analysis Cross-functional collaboration Escalation handling Communication skills Linux administration Cross-functional communication Time management

VPN Full Job Description 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 II 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 and internal teams to provide technical support for the HHIT products and service offerings Perform Health Data Archiver (HDA) customer upgrades - Troubleshoot, communicate, and escalate upgrade issues as needed. Second line of internal escalation and technical support for Tier 1/2 support analysts 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 Manage HHIT technical queue Resolve and or escalate inbound technical calls /emails/ tickets

Required Skills/Abilities:

Excellent communication skills both written and spoken Strong problem solving and analysis skills Strong interpersonal and professional skills Familiarity with VPN/MFA technologies Advanced knowledge of technology and systems including but not limited to msSQL/PostgreSQL Querying and Reporting Linux Administration SSH Tools Tier II Application back/front-end Troubleshooting 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 able to work cross functionally with clients and internal stakeholders. Drive to complete project work on time Ability to effectively prioritize and handle multiple tasks and projects Ability to identify root cause of client issues and assist with development of long-term corrective actions

Education & Experience:

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

Other:

Ability to work Flexible schedule Willing and ready to exemplify HHIT's core values daily 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