Technical Application Specialist

* Provide responsive, high-quality end-user support via phone and remote control technology in accordance with HIT service level agreements (SLAs).
* Track, document, and manage issues from initial intake through resolution, ensuring a positive end-user experience.
* Monitor system functionality, resolve or escalate issues as appropriate, and contribute to continuous improvement of processes and documentation.
* Deliver HIT Tier 1 support services, including troubleshooting, training, reporting issues to HIT staff or vendors, and resolving system and application problems.
* Maintain familiarity with applications as they relate to networks, servers, and desktop environments.
* Participate in routine troubleshooting of applications and interface-related issues.
* Resolve Level 1 tickets independently and support Level 2 issue resolution efforts as workload and experience allow.
* Take ownership of tasks and outcomes, balancing multiple priorities with sound judgment and decision-making.
* Work effectively both independently and as part of a collaborative team to support HIT department goals and policies.
* Serve as a liaison between end users and vendors providing Level 2 support, monitoring progress to ensure timely resolution.
* Manage user account administration, including creation, modification, termination, and ensuring appropriate access and information security.
* Support application and system upgrades, including change events, testing, build activities, and implementation as assigned.
* Make technical decisions within scope of authority and proactively identify issues, implementing solutions or escalating per department protocol.
* Develop and manage application user access aligned with job roles and security requirements.
* Collaborate with departments, outreach facilities, and HIT team members to problem-solve and continuously improve end-user support services.
* Experience supporting Windows operating systems, devices, and applications, including resolving common technical issues.
* Strong working knowledge of common software applications (e.g., Microsoft Office).
* Previous experience in a customer service–focused role with a demonstrated ability to support diverse users.
* Excellent organizational skills with strong attention to detail and follow-through.
* Ability to prioritize tasks, think critically, and adapt in a fast-paced support environment.
* Proven ability to work both independently and collaboratively as part of a team.
* Excellent verbal and written communication skills, with the ability to explain technical concepts clearly to non-technical audiences.
* Strong interpersonal skills with the ability to manage sensitive and confidential situations with tact, professionalism, and diplomacy.
* Commitment to teamwork, accountability, and maintaining confidentiality.
* Ability to maintain regular and consistent attendance as scheduled by department leadership.
* Understanding of healthcare information technology systems and commonly used healthcare applications.
* Experience working within a healthcare organization and familiarity with healthcare operations.
* Technical certifications, including:  + CompTIA A+  + Microsoft Certified Professional (MCP)  + Microsoft Official Course certifications
* Experience supporting Windows Operating Systems devices and applications and resolving common issues required.
* Possess a strong understanding of common software applications (ex. MS Office) required.  Possess an understanding of healthcare information technology and common applications preferred.
* Previous experience in a customer service role required.
* Experience with in a healthcare organization and familiarity with healthcare operations preferred.
* Preferred

Certifications:

+ A+  + MCP  + Microsoft Official Course.
* Excellent organizational skills, detail-oriented, a self-starter, possess critical thinking skills and be able to set priorities and function as part of a team as well as independently.
* Commitment to working in a team environment and maintaining confidentiality as needed.
* Excellent verbal and written communication skills including the ability to communicate effectively with various audiences.
* Excellent interpersonal skills with the ability to manage sensitive and confidential situations with tact, professionalism, and diplomacy.
* Provides end-user support via phone and remote control technology, ensuring that service is provided in compliance with the HIT service level agreement (SLA).
* Effectively tracks current issues, following through to a timely resolution. Monitors system functionality and resolves and/or reports problems and enhances functionality through process and reports.  Documents processes as appropriate.
* Provides HIT Tier 1 services including, but not limited to; troubleshooting, training, reporting issues to HIT staff or vendors, and resolving system and application problems.
* Maintains familiarity with applications as they relate to the network, servers, and desktops.
* Participates in…