Application Support Engineer – Clinical

This is a fully remote position, open to applicants in Ohio.

📋 Description

• Oversee, troubleshoot, diagnose, and manage clinical applications.

• Assist both internal and external end users with application-related issues.

• Analyze and address application problems.

• Create and manage end-user accounts, revoke access, and adjust permissions in accordance with established protocols.

• Elevate issues through incident management processes and inform stakeholders about outages or service updates.

• Follow up on pending requests until they are resolved.

• Monitor and sustain applications to avert outages and maintain productivity.

• Liaise with client account and client success teams concerning approvals, processes, recurring patterns, and challenges.

• Participate in meetings, demonstrations, and collaborative initiatives that align support and development goals.

• Assess applications and suggest enhancements or upgrades.

• Relay trends, problems, and proposed solutions to management.

• Uphold system standards, documentation, policies, and procedures.

• Document issues and troubleshooting efforts for escalation, review, and auditing purposes.

• Assist users in optimizing application functionality through guidance and recommendations.

• Manage ticketing systems by creating, updating, and resolving incidents.

• Support Windows-based Active Directory.

• Address after-hours incidents during the team's scheduled rotation.

• Provide insights and feedback for process improvements to the direct manager.

⛳️ Requirements

• Minimum of 5 years of experience in a healthcare-related help desk or support role is required.

• Familiarity with healthcare software, terminologies, and EMRs or EHRs.

• Proficient in Atlassian JIRA, Confluence, and/or Status Page.

• Knowledgeable in Windows 7/10 and Microsoft Office 2013/2016/365.

• Experience with remote applications such as LogMeIn and RDP.

• Proven subject matter expert-level support for at least one application.

• Understanding of IT Service Management and change management practices.

• Strong analytical, organizational, problem-solving skills, and attention to detail.

• Excellent written and verbal communication abilities.

• Outstanding interpersonal and customer service skills.

• Experience collaborating with non-technical staff.

• Ability to adjust to change, prioritize multiple tasks, and thrive in a fast-paced setting.

• Eagerness to learn new technologies and enhance personal skill sets.

• Capacity to work remotely and be available on call for one week per month.

• May be required to work evenings or weekends depending on project deadlines.

• Candidates must be eligible to work in this country.

🏝️ Benefits

• Medical, dental, and vision insurance.

• Flexible spending account.

• Company-sponsored life insurance.

• Short-term disability coverage.

• Additional voluntary benefits.

• 401(k) retirement plan.

• Paid Time Off.

• Paid holidays.

• Option for remote work.

• Participation in on-call rotation and support for after-hours incidents.

• Opportunities for travel to various office locations.