• Job Description

  Req#: 1517

  Help Desk Support Analyst II

  Virtual Req #1517

  Wednesday, May 1, 2024

  About Us
  Tabula Rasa HealthCare (TRHC) is a leader in providing patient-specific, data-driven technology and solutions that enable healthcare organizations to optimize performance to improve patient outcomes, reduce hospitalizations, lower healthcare costs, and manage risk. Medication risk management is TRHC’s lead offering, and its cloud-based software applications provide solutions for a range of payers, providers, and other healthcare organizations. We’re on a mission to enable simplified and individualized care that improves the health of those we serve.
  
  We’re looking for people who are excited to drive this transformation. To break barriers and think of new ways to adapt, help, and create better experiences for patients—and for each other. This is where diverse backgrounds, beliefs, and perspectives matter and where “care” is centric to who we are. Come do more than join something, change something. For patients, for their families, for the future of healthcare.
  
  

  JOB TITLE: Help Desk Support Analyst II DATE: 02/29/2024

  REPORTS TO: Danielle Dorsey, Application Support Manager

  FLSA: Non-Exempt

  JOB PURPOSE:
  
  

  The Help Desk Support Analyst II is tasked with daily maintenance, troubleshooting, and administration of essential company applications to minimize disruptions to business workflows. Responsibilities include identifying known errors, escalating incidents to senior team members if needed, assisting in staff training, offering guidance on system best practices, and maintaining documentation and knowledge base. Collaborate with other teams for issue resolution.
  
  

  ESSENTIAL JOB FUNCTIONS:

  • Support internal and external end-user requests related to proprietary and cloud applications such as EireneRx, Medwise Advisor, NiaRx, GuardianRx, EOM, PCM, EzSuite, and other remote systems.

  • Create end-user accounts, terminate access, and change access based on established procedures.

  • Troubleshoot, debug, and optimize code to ensure optimal performance.

  • Communicate with client liaison groups with respect to approvals and established processes.

  • Provide basic desktop support assistance within the scope of necessity to troubleshoot supported applications

  • Contribute to and maintain system standards, documentation, policies and procedures

  • Develop, maintain, and document installation and configuration procedures

  • Manage ticketing systems: create, update, and close incidents

  • Escalate issues as required for resolution to Application Support lead or Manager

  QUALIFICATION REQUIREMENTS:
  
  

  These represent the desired qualifications of the ideal candidate. They are not meant to limit consideration for candidates who do not meet all the standards listed. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  EDUCATION, EXPERIENCE & TRAINING:

  • 1+ years of experience in a healthcare-based help desk, call center, or equivalent environment
  • Google IT Certification or Equivalent or capable of passing exam within first six months.
  • Strong analytical abilities, organizational skills, problem-solving skills, and attention to detail
  • Understand SDLC

  SPECIFIC SKILLS:

  • Demonstrated experience with healthcare software and terminologies
    • Awareness of Athena Health, eClinical Works, Allscripts, NextGen, Epic, Cerner, Greenway, Dataview, Change Healthcare, Patient Access technology, Medical Coding software, Facets/Qnex, LAKER, Amisys, Pharmastar, etc.
  • Proficiency with Windows 10 and Microsoft Office 365
  • Active Directory & Parallels Experience
  • Experience with JIRA and/or Confluence. JQL experience is a bonus!
  • Proficiency in programming languages such as JavaScript, Python, C#, etc. is a must
  • Solid understanding of database systems e.g. SQL, MongoDB, etc.
  • Knowledge of RESTful APIs, Web Services, Docker, CI/CD, etc.
  • Excellent problem-solving and debugging skills.
  • Strong communication and collaboration skills.

  DESIRED EDUCATION & SKILLS:

  • Bachelor's degree in Computer Science, Engineering, or a related field (or equivalent work experience).
  • Experience with one or more of the following applications:
    • TruChart
    • PACELogic
    • Primesuite
    • Updox
    • PCM
    • EzSuite

  OTHER SKILLS and ABILITIES:

  Candidate should be self-motivated and result-oriented. Ability to communicate effectively and professionally through written, verbal, and interpersonal skills as applied when interacting with employees and clients; successfully conveying and exchanging information in a positive manner. Capability to read/process/update supporting documentation.

  PHYSICAL DEMANDS: This position will present physical demands requisite to a position requiring: hearing, seeing, sitting, standing, talking, and walking. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Additional functions, duties, tasks, or requirements may be assigned by supervisors as deemed appropriate to meet organizational operations.

  WORK ENVIRONMENT: ­This position works in an office environment, some work situations that could present repetitive muscular and vision strain.

  The Company is proud to be an equal opportunity employer. All qualified applicants will receive consideration without regard to ancestry or national origin, race or color, religion or creed, age, disability, AIDS/HIV, gender, marital or family status, pregnancy, childbirth or related medical conditions, genetic information, military service, protected caregiver obligations, sexual orientation, protected financial status or other classification protected by applicable law.

  Other details

  • Pay Type Hourly

  Apply Now

• About the company

  Devoted to leveraging technology to improve healthcare and provide new beginnings for our clients, through innovative service models and fresh approaches.

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