Software Support Analyst

FCC Behavioral Health • Kennett, MO

5d

About The Position

Software Support Analyst acts as primary interface to the computing services customers that are supported by the Health Technology Department to effect real time problem analysis and resolutions.

Requirements

• Possession of a High School Diploma or equivalent.
• Knowledge of desktop and business/technical support systems.
• Knowledge of Customer Service.
• Ability to maintain Netsmart Clinical Systems (eCET) implementation, evaluation, monitoring documentation, training and forms development for end users.
• Understanding of the functional capabilities and limitations with the technologies being utilized by agency.
• Ability to Read/Write Crystal Reports.

Nice To Haves

• Self-motivated and able to work autonomously.
• Orally communicate information effectively and accurately.

Responsibilities

• Works directly with company employees to provide services and help resolve EHR problems through technical assistance and problem resolution.
• Provides timely technical support to internal employees via telephone, emails, remote or on-site for competent skillset of technologies exhibited.
• Collects detailed information to categorize request in order to determine method of resolution.
• Uses discretion to effect timely solution of problems in order to ensure customer satisfaction, eliminate downtime and prevent cost overruns.
• Gathers additional details, clarifies, tests, reproduces and documents customer issues and creates/updates Support Cases.
• Sets up and maintains New Users, Programs, Form Structure, Service Codes/Fees, and User Roles in the EHR system.
• Maintains Patch Management.
• Maintains Netsmart Clinical Systems (eCET) implementation, evaluation, monitoring documentation, training and forms development for end users.
• Maintains acceptable attendance record, respects break periods and works with supervisor to ensure coverage during any absence.
• Assures program operates within the constraints of the agency’s certification (CARF, DMH) standards and strategic plan related to clinical care.
• Abides by program and agency policies and procedures.
• Performs other job duties and special projects as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED