Client IT Support Analyst I at Sonic Healthcare USA

Job Functions Duties Responsibilities and Position Qualifications:Were not just a workplace - were a Great Place to Work certified employer!Proudly certified as a Great Place to Work we are dedicated to creating a supportive and inclusive environment. At Sonic Healthcare USA we emphasize teamwork and innovation. Check out our job openings and advance your career with a company that values its team members!POSITION SUMMARYThe Client IT Support Analyst I (CITSA-I) position will acquire a proficiency level to independently provide support for low to moderately complex issues for all client connectivity solutions provided by SHUSA. The CITSA-I is responsible for providing support during both business hours and in the afterhours/on call setting. The candidate is responsible for learning and performing a full range of activities which ensures a high level of transparency between the Information Technology (IT) departments and end users in client locations and other business units. The successful candidate will use a variety of tools and techniques to identify document and manage opportunities for providing an increased level of service.RESPONSIBILITIESProvide Quality Applications Support.Build strong relationships with supported customers.Maintain good relationships with SHUSA laboratory management and sales staff.Resolve 90% of issues according to service levels for primary supported application/s.Provide an open line of communication and follow-up with the individual(s) requesting support or service.Work closely with developers to resolve issues.Provide primary communication between the customer and developer.Provide a level of product guidance to the customer consistent with experience level.Maintain consistent availability to answer phone calls.Maintain consistent availability to answer after hours support calls.Develop a proficiency level to resolve moderately complex issues in multiple applications.Effectively manage the Application Support Tickets.Assign support tickets to appropriate groups and/or resources.Maintain current documentation in open support tickets.Provide meaningful and comprehensive resolutions in level 2 support tickets when closed.Manage ticket requirements in the assigned applications queue.Generate support ticket reports on as needed bases.Maintains an average of 90% compliance of audited support tickets.Coordinate support with external vendors when needed.Submit support tickets to vendor.Work with the vendor on issue resolution.Communicate to end user resolutions and provide updates when needed.Monitor opened tickets with vendors and manage timely resolution.Application testing & implementationsPerform QA testing on new application versions features patches and new connectivity solutions.Assist in the rollout of new client connectivity products & solutions.Maintain clear and concise Testing & implementation documentationEnd user training on supported applicationsTravelOccasional travel might be required e.g. other SHUSA locations training workshops and meetings.Performs miscellaneous duties as assigned.EDUCATIONMinimum Associates degree in an IT related field or equivalent experience preferred.EXPERIENCE1 year of experience in information technology (IT)Service orientedHealthcare background preferredKNOWLEDGE SKILLS AND ABILITIESAnalyzing/troubleshooting skillsExcellent communication skillsExcellent customer service skillsTeam playerProficiency in MS OfficeAbility to achieve results with minimal supervisionAbility to follow instructionsAbility to learn quicklyHighly self-motivatedAbility to prioritize appropriatelyBasic knowledge of information system environmentsAbility to develop skills required to resolve moderately complex application and hardware issuesScheduled Weekly Hours:40Work Shift:Job Category:Information TechnologyCompany:Sonic Healthcare USA IncSonic Healthcare USA is an equal opportunity employer that celebrates diversity and is committed to an inclusive workplace for all employees. We prohibit discrimination and harassment of any kind based on race color sex religion age national origin disability genetics veteran status sexual orientation gender identity or expression or any other characteristic protected by federal state or local laws.Required Experience:IC Key Skills Baan,English Language,Ideas,Access,Games,Application Management Employment Type : Full-Time Experience: years Vacancy: 1