Software Support Technician I

A Software Support Technician maintains and supports the integrity of the system environment. Position responsibilities include planned and unplanned support for in house developed software, deploying software upgrades, maintaining and scheduling updates and hotfixes to customer environments. Other duties may include configuring proprietary configuration files, maintaining, and the creation of process documentation while ensuring the company’s standards of high performance and security. Primary Responsibilities

• Serve as point of contact for inbound Service Desk calls regarding Solarity software.
• Support and troubleshooting steps including: Ticket routing, Password resets, Break/Fix, automated alerts, and Escalations to level II or level III Service Desk associates.
• Provide remote support to customers, create detailed work logs, and process documentation in Jira Service Management
• Manages bug fixes and software enhancements.
• Uses discretion to effect timely solution of problems in order to ensure customer satisfaction and eliminate downtime.
• Other duties as assigned by Service Desk leadership.

A Software Support Technician will work to have an awareness of and progress to working knowledge in the following areas:

• Standards for Phone and Email Etiquette
• Change Control
• Proper handling of PHI and Network Security, Solarity improves the accuracy, accessibility, and interoperability of electronic medical records through innovative, service-backed technology to capture and index healthcare documentation. Our solutions convert any healthcare document into properly formatted and indexed EMR data. Customers save time, improve efficiency, and enhance the value of their EMR investments while allocating labor resources more productively. We have more than 50 years of experience managing documents for billing and treatment. Our customers rely on us for easily implemented, easy-to-use innovations that deliver powerful, always-improving results, as well as flexible delivery models for healthcare organizations of all sizes and specializations. For more information, visit www.SolarityHealth.com.

• 1+ year of technical support experience or an Associate’s degree in related field required
• Proven ability to research, troubleshoot, and resolve technical issues.
• Proven ability to guide and support other technicians to successful resolutions.
• Strong presentation and communication skills with keen attention to detail.
• On-call availability required.
• Experience with implementing or maintaining software solutions desired.

Experience with the following is beneficial (but not required):

• Citrix
• JSON
• Windows Deployment Services
• XML