Job Title: Support Analyst - IT
Start Date: ASAP
Duration: 06 months
Shift: 8a-5p CST (flexible on time zone)
Note: Contact center system support experience highly preferred (Avaya, Call Management System or CMS) Assist with post go-live support to the internal agents. Troubleshooting, documentation, escalation path, triage, issue resolution.
Receive calls from the Help Desk or directly from customers for both vended and custom applications; resolves problems, documents the resolution, and communicates the resolution to the customer. Escalates more complex problems to more senior team members based on Work Unit policies. Troubleshoots application problems, maintains applications, and provides input on system configuration. Assists with installation and troubleshooting of business area specific applications and equipment. Provides support for both vended and custom developed applications. May assist with application analysis, configuration, testing, training, and implementation of applications. Possesses basic understanding of application interfaces and works with vendors or interface partners to configure. Partners with customers to develop relationships and an understanding of business needs, goals, and objectives. Represents customer-focused support and possesses oral and written communication and interpersonal skills to be able to effectively interact with customers, vendors, and other technical areas within and external to the department. Works with the customers to implement configuration changes to the applications to meet business needs. May be required to provide 24/7 on-call support Interfaces routinely with colleagues who may be located at any of the Mayo Group practices to perform job responsibilities requiring virtual collaboration and partnership.
Contact center system support experience highly preferred (Avaya, Call Management System or CMS)
Assist with post go-live support to the internal agents. Troubleshooting, documentation, escalation path, triage, issue resolution.
Education: Minimum Education and/or Experience Required: High School/GED and either 4 years experience in technician, operator, or Help Desk role; OR 4 years of experience with software applications in a clinical assistant, medical assistant, or other related patient care role.