> Markdown version of [/jobs/ext/2986765-support-technical-support-analyst-3](https://www.wearedevelopers.com/jobs/ext/2986765-support-technical-support-analyst-3). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Support/Technical Support Analyst 3 - **Company:** OP Consulting Group LLC - **Location:** Richmond, VA, United States - **Contract:** Permanent contract - **Skills:** Cerner, Software Applications, Common Desktop Environments, Document Management Systems, Citrix Systems, Performance Monitor - **Published:** September 18, 2026 - **Apply:** https://www.dice.com/job-detail/b8139e2b-1bf7-4b62-bb59-77c43d0dff96 ## About the Role * OHPAC & Revenue Cycle: Foundational knowledge of Oracle Health Patient Accounting (OHPAC) and patient accounting/revenue-cycle workflows. * Troubleshooting: Ability to troubleshoot and resolve routine OHPAC application issues and accurately escalate issues outside the scope of Tier 1 support. * Process Adherence: Ability to understand and follow established application support procedures, organizational policies, and standard operating procedures. * Professional Communication: Ability to communicate clearly and professionally with end-users, application teams, technical teams, leadership, and vendors. Foundational communication skills include communicating routine information clearly in person, by telephone, electronically, or through support documentation, and explaining routine procedures. * Documentation: Ability to document incidents, troubleshooting activities, resolutions, and escalations accurately and consistently. * Trend Identification: Ability to recognize patterns in incidents and identify recurring application or workflow issues. * End-User Technology: Working knowledge of common end-user technologies, including desktop applications, Citrix environments, printing, user access, and related support functions. * Healthcare Security: Understanding of healthcare privacy, security, and compliance requirements, including HIPAA. * Customer Service: Demonstrates strong customer service skills and the ability to provide clear guidance to users with varying levels of technical expertise. * Time & Priority Management: Demonstrates the ability to manage multiple support requests, prioritize issues based on business impact, and work effectively in a time-sensitive environment. ## Description * Tier 1 Support: Provides Tier 1 clinical support to meet and exceed established Service Level Agreements (SLAs) and follow ITIL processes. * Issue Triage: Triages end-user issues and determines if the issue can be resolved at Tier 1 or if it needs to be escalated to Tier 2. * Policy & Procedure Navigation: Understands organizational and local health department EHR policies, procedures, and workflows, alongside Oracle Health-specific procedures, to resolve issues. * Knowledge Maintenance: Acquires and maintains a general and clinical knowledge of internal and related software applications. * Training & Development: Attends professional development training as instructed. * Technical Troubleshooting: Maintains necessary technology skills to perform common, environment-specific First Call Resolution (FCR) tasks (with training), including password resets, Citrix troubleshooting, common desktop troubleshooting, etc. * System Health Checks: Conducts pre- and post-go-live system health checks to verify operational readiness and functionality of the deployed EHR solution at each facility. * Performance Monitoring: Monitors key performance indicators (KPIs) and system usage metrics to identify early warning signs of functional or technical degradation. * Command Center Operations: Participates in and helps sustain readiness checklists and site health status dashboards for EHR leadership and Go-Live command center operations. * Process Improvement: Contributes to lessons learned, issue trend analysis, and process improvements for future site deployments and system rollouts. * Reporting & Documentation: + Creates Post-Go-Live Health Check Reports assessing system performance and user adoption following deployment. + Maintains Sustainment Readiness Checklists to evaluate preparedness for ongoing operations and support. + Develops Knowledge Transfer Documentation to ensure continuity of operations and effective handoff to support teams. + Logs Issue Resolutions and Trend Analyses to track, resolve, and analyze recurring challenges. * Workflow Monitoring: Monitors specific OHPAC functions and operational indicators to identify potential application or workflow issues, including user configuration, work queues, processing functions, interfaces, printing, document management, and other patient accounting-related activities. * Compliance: Exhibits a basic understanding of healthcare regulatory and compliance standards (e.g., HIPAA) and is skilled in the application of policies and procedures. ## Related Videos - [OPA for the cloud natives](https://www.wearedevelopers.com/videos/713-opa-for-the-cloud-natives) - [Automate everything via NodeJS and Puppeteer](https://www.wearedevelopers.com/videos/322-automate-everything-via-nodejs-and-puppeteer) - [OTel You It's Not Just for Backend!](https://www.wearedevelopers.com/videos/2001-otel-you-it-s-not-just-for-backend) - [From Doubt to Confidence: How Sentry Uses Verdaccio to Bulletproof SDK Releases](https://www.wearedevelopers.com/videos/739-from-doubt-to-confidence-how-sentry-uses-verdaccio-to-bulletproof-sdk-releases) - [What if your HR software adapted to you, not the other way around?](https://www.wearedevelopers.com/videos/100259-what-if-your-hr-software-adapted-to-you-not-the-other-way-around) - [APIs and Architecture for scaling omnichannel payments](https://www.wearedevelopers.com/videos/90-apis-and-architecture-for-scaling-omnichannel-payments) ## Related Articles - [How We Built a Worry-Free System That Runs for 10+ Years – And What We’d Do Again](https://www.wearedevelopers.com/magazine/751-how-we-built-a-worry-free-system-that-runs-for-10-years-and-what-we-d-do-again) - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [The Geometry of Incidents: Connecting User Impact to Architecture](https://www.wearedevelopers.com/magazine/764-the-geometry-of-incidents-connecting-user-impact-to-architecture) - [Best Paying Jobs in Technology](https://www.wearedevelopers.com/magazine/256-best-paying-jobs-in-technology) - [5 Step Guide to Managing New Job Expectations](https://www.wearedevelopers.com/magazine/343-5-step-guide-to-managing-new-job-expectations) - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers)