Technical Support Analyst I

Stchealth - Phoenix, AZ

Full-time - Entry Level

Phoenix, AZ

Professional, Scientific, and Technical Services

About the position

The Technical Support Analyst I position at STChealth involves providing technical and product support for the company's application suite. The role is part of the Platform Support team, where the analyst will work closely with Immunization Systems Management teams to identify, research, replicate, and resolve technical issues experienced by end users. This position is crucial for enhancing customer experience and ensuring the smooth operation of STChealth's systems, ultimately impacting the healthcare ecosystem positively.

Responsibilities

• Handle inbound service requests from clients and escalated issues from the Service Desk, providing updates for ongoing issues.
• Diagnose and troubleshoot issues, determining root causes and resolving problems by reviewing system and application information.
• Collaborate with Application Development and Operations teams to install/test solutions and validate application patches and updates.
• Facilitate a positive customer experience by providing guidance and solutions, and conducting ongoing training with clients.
• Write and maintain documentation to improve client references, including guides and procedures.

Requirements

• Associate's Degree in IT, Computer Science, Information Systems, or equivalent work experience.
• 1-2 years of experience in a Customer Service or Help Desk environment.
• Familiarity with SQL queries and scripting.
• 1-2 years of application, software, or web support experience.
• Experience with ticket or project tracking software (Jira, ServiceNow, etc.).
• Good analytical and troubleshooting skills with proficiency in technical problem solving.
• Ability to work with non-technical clients to gather business requirements and translate them into technical specifications.
• Understanding of cloud-based software architecture.
• Professional verbal and written communication skills for phone, email, and chat.
• Ability to perform ad-hoc software validation as necessary.
• Ability to work flexible shifts (on-call rotations).

Nice-to-haves

• Previous knowledge/experience of HL7, highly desired.
• Demonstrated experience in a software-related, advanced-level technical support or implementation role, highly desired.
• Data mining experience, a plus.
• Strong understanding or demonstrated experience of the SDLC process and Agile methodologies, a plus.
• Strong understanding or demonstrated experience of ITIL v3 methodology framework, a plus.
• Ability to conduct software demonstrations and other client-facing duties, a plus.

Benefits

• 100% company-paid medical plan
• 401(k) matching
• Paid new parent leave
• Flexibility to work remotely
• Casual dress
• Dog days
• Focus on well-being
• Unlimited volunteer hours
• Generous paid time off