Support Analyst II

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

📋 Description

• Deliver level I and II support to TriCore operations, users, and customer systems.

• Create service tickets, document issues, troubleshoot, resolve problems, and escalate issues as necessary.

• Monitor systems for errors and outages, initiating troubleshooting procedures as needed.

• Utilize system analysis techniques to ensure optimal system performance and product delivery.

• Aid in training Support Analyst I staff and provide user education.

• Offer customer service through telephone, email, and written inquiries.

• Recognize system problems, communicate them to departmental leadership, and engage in root cause analysis.

• Inform personnel of system changes, outages, and modifications while documenting these changes.

• Uphold assigned procedures and assist in developing new procedures and operating instructions.

• Identify, document, and monitor vendor system issues until resolution.

• Coordinate the onboarding of new clients, providers, and printing routines.

• Manage and troubleshoot patient result delivery across various applications.

• Contribute to special projects and quality assurance/quality improvement programs.

• Report quality assurance measures to the systems administrator, applications analyst, and/or manager.

⛳️ Requirements

• Associate degree or equivalent industrial experience in Medical Laboratory Technology, Computer Sciences, Management of Information Systems, Information Assurance, Information Technology, or a related discipline.

• Two to three years of experience in computer, laboratory, or billing operations.

• In the absence of a degree, a combination of education and experience totaling three to five years is acceptable.

• Advanced knowledge of assigned computer applications.

• Capability to independently perform Support Analyst I functions with moderate supervision.

• Basic understanding of medical terminology is preferred.

• General knowledge of laboratory testing and/or medical billing systems is preferred.

• Ability to work autonomously with minimal supervision.

• Capacity to manage multiple priorities and escalations effectively.

• Strong working familiarity with company systems, policies, procedures, and departmental/company structure.

• Ability to independently and efficiently resolve issues as they arise.

• Competence in completing incidents and requests in line with customer expectations and quality assurance standards.

• Proof of Hepatitis B immunity, receipt of immunization, or signing a waiver declining immunization is required.

• Documentation of a PPD test conducted no more than 90 days prior to hire or completion of a PPD test is necessary.

• A Bachelor’s degree and 1–3 years of customer service experience are preferred.

🏝️ Benefits

• Hepatitis B immunization, proof of immunity, or waiver option available.

• PPD test documentation or testing will be provided before hire.