IT Technical Support Analyst (VA777959)
Job Requirements:
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Provides Tier 1 clinical support to meet and exceed established Service Level Agreements (SLAs) and follow ITIL processes.
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Triages end user issues and determines if the issue can be resolved at Tier 1 or if it needs to be escalated to Tier 2.
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Must understand VDH Local Health Department EHR policies, procedures, and workflows and Oracle Health-specific procedures to resolve issues.
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Acquires and maintains a general and clinical knowledge of client and related software applications.
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Attends professional development training as instructed.
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Maintains necessary technology skills to perform common client specific First Call Resolution (FCR) tasks, with training, including password resets, Citrix troubleshooting, common desktop troubleshooting, etc.
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Conduct pre- and post-go-live system health checks to verify operational readiness and functionality of the deployed Electronic Health Record (EHR) solution at each VDH facility
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Monitor key performance indicators (KPIs) and system usage metrics to identify early warning signs of functional or technical degradation
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Coordinate and validate issue resolution with implementation, clinical, technical, and vendor teams to ensure continuity of care and system performance
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Maintain sustainment readiness checklists and site health status dashboards for EHR leadership and Go-Live command center operations
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Provide on-demand support for issue escalation, problem diagnosis, and liaison functions between end users, support teams, and technical vendors
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Contribute to lessons learned, issue trend analysis, and process improvements for future site deployments and system rollouts
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Post-Go-Live Health Check Reports that assess system performance and user adoption following deployment
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Sustainment Readiness Checklists to evaluate preparedness for ongoing operations and support
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Site Health Dashboards and associated metrics to monitor performance and identify potential issues
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Knowledge Transfer Documentation to ensure continuity of operations and effective handoff to support teams
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Issue Resolution Logs and Trend Analyses to track, resolve, and analyze recurring challenges
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Exhibits a basic understanding of healthcare regulatory and compliance. Skilled in the application of policies and procedures. Foundational Communication - Simple messages communicated orally. May write brief messages and keep simple records. May explain and offer guidance on routine procedures.