Info Origin Inc. ยท 3 months ago
6155 Technical Support Analyst
Richmond, VA
Contract
Onsite
New Grad, Entry Level
$35/hr - $40/hrInfoorigin inc is seeking a Technical Support Analyst to provide Tier 1 support for EHR end users. The role involves troubleshooting issues, configuring settings, and ensuring the stability and operational readiness of EHR capabilities.
Information ServicesInformation TechnologySoftware
Responsibilities
Provides Tier 1 support to all EHR end users on EHR related areas
Provide technical expertise to the end users, help troubleshoot issues and configuring settings among other functions
Responsible for providing Tier 1 (first call resolution) support to all EHR end-users EHR-related clinical and patient accounting applications
Plays a vital role in supporting the successful implementation and sustainment phases of the VDH Electronic Health Record initiative
Help ensures deployed EHR capabilities remain stable, fully operational, and effectively adopted by end-users through post-cutover health checks, issue tracking, and sustainment readiness planning
Provides Tier 1 clinical support to meet and exceed established Service Level Agreements (SLAs) and follow ITIL processes
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
Must understand VDH Local Health Department EHR policies, procedures, and workflows and Oracle Health-specific procedures to resolve issues
Acquires and maintains a general and clinical knowledge of client and related software applications
Attends professional development training as instructed
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
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
Monitor key performance indicators (KPIs) and system usage metrics to identify early warning signs of functional or technical degradation
Coordinate and validate issue resolution with implementation, clinical, technical, and vendor teams to ensure continuity of care and system performance
Maintain sustainment readiness checklists and site health status dashboards for EHR leadership and Go-Live command center operations
Provide on-demand support for issue escalation, problem diagnosis, and liaison functions between end users, support teams, and technical vendors
Contribute to lessons learned, issue trend analysis, and process improvements for future site deployments and system rollouts
Post-Go-Live Health Check Reports that assess system performance and user adoption following deployment
Sustainment Readiness Checklists to evaluate preparedness for ongoing operations and support
Site Health Dashboards and associated metrics to monitor performance and identify potential issues
Knowledge Transfer Documentation to ensure continuity of operations and effective handoff to support teams
Issue Resolution Logs and Trend Analyses to track, resolve, and analyze recurring challenges
Exhibits a basic understanding of healthcare regulatory and compliance (e.g., HIPAA)
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
Qualification
Required
Provides Tier 1 support to all EHR end users on EHR related areas
Provides technical expertise to the end users
Helps troubleshoot issues and configuring settings
Responsible for providing Tier 1 (first call resolution) support to all EHR end-users EHR-related clinical and patient accounting applications
Supports the successful implementation and sustainment phases of the VDH Electronic Health Record initiative
Ensures deployed EHR capabilities remain stable, fully operational, and effectively adopted by end-users
Conducts post-cutover health checks, issue tracking, and sustainment readiness planning
Provides Tier 1 clinical support to meet and exceed established Service Level Agreements (SLAs)
Follows ITIL processes
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
Understands VDH Local Health Department EHR policies, procedures, and workflows
Acquires and maintains a general and clinical knowledge of client and related software applications
Attends professional development training as instructed
Maintains necessary technology skills to perform common client specific First Call Resolution (FCR) tasks
Conducts pre- and post-go-live system health checks to verify operational readiness and functionality of the deployed Electronic Health Record (EHR) solution
Monitors key performance indicators (KPIs) and system usage metrics to identify early warning signs of functional or technical degradation
Coordinates and validates issue resolution with implementation, clinical, technical, and vendor teams
Maintains sustainment readiness checklists and site health status dashboards for EHR leadership and Go-Live command center operations
Provides on-demand support for issue escalation, problem diagnosis, and liaison functions between end users, support teams, and technical vendors
Contributes to lessons learned, issue trend analysis, and process improvements for future site deployments and system rollouts
Creates Post-Go-Live Health Check Reports that assess system performance and user adoption following deployment
Creates Sustainment Readiness Checklists to evaluate preparedness for ongoing operations and support
Creates Site Health Dashboards and associated metrics to monitor performance and identify potential issues
Creates Knowledge Transfer Documentation to ensure continuity of operations and effective handoff to support teams
Creates Issue Resolution Logs and Trend Analyses to track, resolve, and analyze recurring challenges
Exhibits a basic understanding of healthcare regulatory and compliance (e.g., HIPAA)
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
Company
Info Origin Inc.
Info Origin is a global provider of information technology consulting, application development and software engineering services.
Founded in 2009
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
A
Ashish kumar Chauhan
Co-Founder and President
Company data provided by crunchbase