Application Support Analyst (BBBH11601) Austin, Texas

Salary: USD43000 - USD48000 per year

The HT Group has partnered with an established and successful healthcare IT company in north Austin to hrecruit for an Application Support Analyst to join their organization. This position will be responsible for providing world-class level 1 technical support for a suite of healthcare products and solutions; for answering technical support questions via telephone, email and other channels and have strong experience in network services and a friendly consultative approach to solving customer problems and product concerns.

Required Skills and Duties:

  • Knowledge of network services to include DNS, Web Servers - IIS, FTP - SFTP, Email and Database Analytics 
  • Demonstrated experience with the Microsoft Windows platform, Servers, and Desktops 
  •   1 - 2 years of demonstrated experience in Technical Support environment handling calls, emails and other customer support channels
  • Respond to and initiate technical troubleshooting sessions with customers - via phone, email, chat and remote sessions 
  • Troubleshooting experience (PC hardware/software, browsers, etc..)
  • Manage and work support tickets per industry best practices utilizing Salesforce
  • Effectively communicate technical information to technical and non-technical customers
  • Coordinate the resolution of technical issues with Advanced Support Teams and escalate issues per pre-established guidelines
  • Contribute to our Knowledgebase (author and edit knowledge base articles)
  • Maintain a working ability to facilitate reproduction of customer issues
  • Ability to work on a rotational after hours on-call schedule

Preferred Qualifications:

  • Experience in a 24/7/365 work schedule environment 
  • Professional certifications are a plus: A+, Network+
  • Heath Care industry experience is preferred
  • Bachelor’s degree or equivalent education and/or work experience