The MSO Technical Support Specialist is responsible for managing the MSO Help Desk ticket queue. Primary duties include: resolving end user desktop related issues, supervising the triage process of issues requiring escalation to other resources, recommending help desk process improvements and updating relevant training materials. The MSO Technical Support Specialist will also assist the YUSA Privacy Officer with compliance monitoring of HIPAA data privacy standards.
Areas of Responsibility:
- Receive and record user issues into the MSO help desk application by creating new tickets.
- Monitor and manage the MSO help desk ticket queue.
- Resolve desktop related end user issues.
- Supervise the triage of help desk tickets requiring escalation to other internal or external resources.
- Assist in resolving EMR, systems, and network related issues.
- Assist with MSO application administration by managing user accounts and application settings to provide application access.
- Assist with the coordination and testing of system enhancements and program roll- outs.
- Assists with the creation and maintenance of training materials and assists with the program training delivery.
- Assist with monitoring of all relevant EMR systems to ensure HIPAA data privacy and security is maintained.
- Other duties asassigned.
Educational Background:
Bachelor’s degree or equivalent is required.
Skills/Experience:
- Minimum 2 years of desktop support experience is required.
- Experience troubleshooting hardware and software issues on WindowsXP/7/10 desktop computers is required.
- Some experience troubleshooting networking issues is required.
- Ability to interface and communicate effectively with non-technical personnel is required.
- Excellent written, verbal and interpersonal communication and presentation skills is required.
- Proficiency with Microsoft Office application is required.
- Experience in working with Electronic Medical Record (EMR) systems, highly preferred.
- CompTIA A+ certification, highly preferred.
- Microsoft Specialist Certification (Windows 7 or 10), highly preferred.
- Experience with Sale Force Service Cloud, highly preferred.
- Experience with Athena Health EHR, highly preferred.
- CCNA or CompTIA Network+ certification, preferred.
- Some experience with HIPAA privacy and security rules, preferred.
- Commitment to the YMCA character development values of caring, honesty,respect and responsibility is required.
Compensation/Benefits:
Salary: $60,000.00 - $62,000.00
Job Function:
Organization Info
Listing Stats
Post Date:
Mar 15 2018
Active Until:
Apr 16 2018
Hiring Organization:
YMCA of the USA
industry:
Nonprofit