Senior Analyst, Support Services

Accountabilities:: Provide professional phone, email, chat, and ticket-based support for application software, technical, connectivity, and IT-related issues. Evaluate, prioritize, troubleshoot, resolve, and escalate incoming requests according to established SLA/SLO guidelines. Thoroughly document customer issues, resolutions, and root causes in support tracking systems to promote service reliability and prevent recurring problems. Maintain data and knowledge resources by contributing to the development and expansion of an internal support knowledge base. Act as a liaison between clinics, departments, customers, IT teams, and application teams, coordinating with higher-tier technical resources when necessary. Troubleshoot application, device connectivity, internet access, remote access, and related technical issues. Identify and communicate user needs related to bug fixes, maintenance, enhancements, customizations, training, optimization, reporting, and other application requirements. Collaborate with end users and technical teams to maximize application efficiency and test existing, upgraded, and proposed applications. Consult with users to provide workflow guidance, reinforce training, and assist with the creation of custom reports. Provide troubleshooting guidance to colleagues, assist junior staff with complex issues, and support the training and onboarding of new team members. Maintain effective communication with customers and management by providing timely updates on case status and resolution progress. Follow established workflows and technical documentation while recommending improvements or revisions when appropriate. Participate in department projects and other initiatives as assigned. Requirements: High school diploma and 3–5 years of related professional experience. Proven experience supporting application software and electronic health record, medical record, or practice management systems. Strong troubleshooting and problem-solving skills, including the ability to diagnose application, hardware, device connectivity, internet, and networking issues. Experience with Microsoft Office, Windows, current web browsers, and web-based applications. Proficiency in web-based technical troubleshooting, including browser configuration and clearing cache and cookies. Ability to interpret, understand, and apply complex technical documentation and information. Strong verbal and written communication skills, with a professional and courteous phone presence. Excellent interpersonal and collaboration skills, with the ability to establish positive relationships with users and colleagues. Strong technical aptitude, attention to detail, organization, and multitasking abilities. Self-motivated and capable of working independently with minimal supervision. Ability to remain calm, patient, and focused in high-pressure situations while managing competing priorities and ambiguity. Adaptable and comfortable learning new technologies, applications, workflows, and processes. Epic application experience is preferred. Experience with AD Manager, hospital or clinical applications, remote access solutions, and healthcare operations is a plus. Familiarity with Mac iOS and HL7 interface troubleshooting is advantageous. Ability to provide effective guidance and mentorship to less experienced support staff. Benefits: Fully remote position within the United States. Less than 10% travel, typically limited to one or two business trips per year. Participation in a one-week on-call rotation. Mission-driven healthcare environment focused on improving patient and clinician experiences. Opportunity to work with healthcare applications, EHR/practice management systems, and enterprise IT technologies. Collaborative environment with opportunities to support and mentor other team members. Opportunities to contribute to application optimization, technical projects, and continuous support improvements. Reliable remote work environment with flexibility and distributed collaboration.