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Job Details

IT Support Desk Analyst I

Location
Brooklyn, NY, United States

Posted on
Oct 25, 2020

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Profile

About Us:

CHE is a premier provider of behavioral health services and is the partner of choice for skilled nursing facilities, community-based adult homes, assisted-living settings, adult day care, and rehabilitation centers. CHE has been operating for over 20 years and employs over 500 clinicians in eight states of operations. We deliver a unique programmatic approach to behavioral health services and are focused on quality and compliance for facilities. Backed by a leading private equity investment firm, we are looking for a hungry, talented, ambitious, engaging, innovative, and all-around awesome individual to join our team.

General Summary:

This position is responsible for assisting in the implementation and ongoing support for the assigned application(s). Responsible for first contact resolution of application issues and/or application training issues which fall within scope and level of access for the Support Team. Responsible for participating in workflow and system optimization initiatives, telephone support, at-the-elbow and other types of end-user workflow support, as determined by management, to help the end users gain the expertise necessary for success.

Job Responsibilities:


Provides first level application support for assigned applications implemented at CHE.

Performs assessment, follow up and resolution of all reported application end user issues.

Provides end-user support via 1:1 interactions, group interactions, and telephone support as assigned.

Identifies additional training needs for end users as well as opportunities for system improvements and communicates observations to application team members.

Captures and documents end-user issues to accurately assist to define and troubleshoot, resolve, escalate issues in collaboration with training and application team members

Participates in functional testing, workflow documentation, and other duties as assigned.

May be required to perform on-call duties.

Other reasonable duties as assigned.


Qualifications:

Education


Associates Degree, or equivalent work experience required.


Experience


One (1) year of experience in a call center environment providing phone support or at-the-elbow support for software applications. Preferably for a system integrated Electronic Health Record application.

One (1) year of experience working in a large healthcare environment is preferred. Classroom training experience is a plus.


Knowledge


Advanced computer skills, and advanced knowledge of Microsoft Office applications is required.


Skills


Detail-oriented

Highly organized

Excellent written and verbal communication

Proficient in Microsoft Office, including Outlook, Word, and Excel

Ability to work in high volume, fast paced environment

Customer service oriented

Excellent work ethic and commitment to job responsibilities


ID: 2020-2022

External Company Name: CHE Behavioral Health Services

Post End Date: 11/27/2020

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