Senior analyst - ne

We are recruiting for an Application Support Analyst to join our Information Systems Department in Louisville, KY.

Summary:

Documents and responds to customer requests and questions regarding information systems, software, and hardware utilizing a call tracking application. Answers questions or resolves issues. Assists in resolving related problems.

Essential Functions:

• Accepts requests and questions from customers and other support staff through various preferred media. Follows up to ensure accurate and timely resolutions are provided.
• Monitors the group queue to ensure work requests are handled in a timely manner. Independently resolves most problems/questions that arise and consults with senior team members, development or technical staff on difficult issues.
• Listens to issues and questions as reported by customers on assigned hardware, software and uses troubleshooting skills to provide answers or resolutions.
• Assists senior department team members in identifying frequently encountered issues and developing resolutions.
• Monitors individual performance objectives, meets standards, and assures customer satisfaction goals are met.
• Provides after-hours on-call support as scheduled or needed.
• Continuously monitors department processes and recommends to management new and innovative ideas for improvement.
• Solicits feedback and guidance of best practices from senior department team members.

Knowledge/Skills/Abilities:

• Working knowledge of major software packages used by company, setup/configuration, and missions of each.
• Good analytical and problem-solving skills.
• High level of patience, empathy, and courtesy.
• Able to resolve mechanical/technical problems over the phone with emphasis on troubleshooting ability.
• Able to identify and communicate trends and work with Senior department team members to define corrective action.

Approximate percent of time required to travel: 10%25

Education:

Associate's degree or equivalent work experience in related field preferred.

Licenses/Certification:

Professional certifications related to Essential Functions preferred.

Experience:

1 year computer systems support experience or other experience resulting in same knowledge level. Experience preferred in a clinical or financial setting, preferably in the Health Care industry. Depending on a candidate’s qualifications, this position may be filled at a different level.

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