Sr Associate Technical Support Engineer

SAS•Cary, NC

4d•Hybrid

About The Position

The Government Support and Consulting team is looking for a Sr. Associate Technical Support Analyst to provide Help Desk Support for the North Carolina Health Information Exchange (NC HIE) branded as NC HealthConnex®. This role routinely leverages knowledge to resolve SAS customer/HIE participant issues related to 3rd party software systems utilized for the NC HealthConnex Clinical Portal, Direct Secure Messaging (DSM), NCNotify, general usage and reporting. This role will also Influence software and solution usage and will directly participate in Participant outreach on behalf of SAS and the NC HIE Authority.

Requirements

Bachelor’s degree in Computer Science, Engineering, Education, or related quantitative field or industry domain.
2-4 years of relevant experience in software Help Desk/Technical Support, application usage training, software consulting, or supporting complex applications
Equivalent combination of education, training, and relevant experience may be considered in place of the requirements stated above.
An articulate professional with an understanding of Help Desk and Technical Support processes and
Likes to resolve a wide range of issues in creative ways including workarounds and alternate solutions.
Prior usage/understanding of CRM and defect ticketing systems such as JIRA and ServiceNow.
Ability to work independently; receives minimal guidance on day-to-day work and new projects or assignments.
Equivalent combination of related education, training and experience may be considered in place of the above qualifications.

Nice To Haves

Healthcare processes, HCO applications, EMR/EHRs, HIPAA compliance, and clinical jargon.
An HL7 integration engine (e.g., Intersystems Ensemble, Nextgen/Mirth, Rhapsody, Cloverleaf).
SQL with the ability to perform queries for support purposes.
HTTP, FTP, TLS, VPN connections

Responsibilities

Help Desk/Call Center Customer Support: Monday-Friday, Evening Shift (10:00am to 6:00pm ET)
Provides customer and technical support to HIE customers/participants by taking telephone calls and emails on all product areas
Assists with user credentialing and password resets
Provides information on documented problems and focuses on resolving issues
Actively communicates internally and externally while applying all HIPAA protected PII and PHI rules and policies
Participates in the HIE auditing communication and remediation process
Collaborates with experts across departments/divisions and escalates to the Production Support and project teams as needed
Accurately documents details in the ticket tracking system during the entire track life cycle
Communicates effectively with Customers/Participants and maintains proactive contact during all efforts
Sets and manages expectations for both internal and external Customers
Serves as an advocate and liaison between the user community and the rest of SAS/NC HIEA
Participates in rotational, scheduled and shared after-hours on-call support (currently a monthly assignment with 0-1 calls per month)
Keeps team members and leadership informed of problems, suggestions, general comments and concerns as appropriate
Authors software usage, problem notes and Standard Operating Procedures
Suggests, manages, and implements special projects to assist Production Support, users, or other departments/teams/divisions
Solicits feedback on Help Desk/Technical Support services from peers and Participants
Ensure all applicable security policies and processes are followed to support the organization's secure software development goals.
Embrace curiosity, passion, authenticity and accountability. These are our values and influence everything we do.

Benefits

Comprehensive medical, prescription, dental and vision plans.
Medical plan options include:
PPO with low annual deductible and copays.
HDHP combined with a health savings account with a contribution from SAS (no access to on-site health care center).
Onsite Health Care Center (HQ) that’s free to employees and family members enrolled in the PPO plan. There's a pharmacy too! Not local to HQ? The pharmacy will ship prescriptions for no additional charge!
An industry-leading 401k plan.
Tuition Assistance Program and programs and resources to support your development
Generous time away including vacation time, a variety of paid holidays, and our much-loved U.S. Winter Wellness Break between December 25 and January 1.
Volunteer Time Off, parental leave and unlimited paid sick days.
Generous childcare benefits for all full-time employees.