IT Support Analyst II
Irving, TX

Job Description

HMS makes the healthcare system work better for everyone. We fight fraud, waste, and abuse so people have access to healthcare-now and in the future. Using innovative technology and powerful data analytics, we help government and commercial payers reduce costs, increase quality, and achieve regulatory compliance. We also help consumers take a more active role in their own health. Each year, we save our clients billions of dollars while helping people live healthier lives. At HMS, you will develop new skills and build your career in a dynamic industry while making a difference in the lives of others.

We are seeking a talented individual for a IT Support Analyst II who provides technical support to end users including support for hardware, printing, eCenter, Track applications and all users - employees, clients, providers and contractors.

Essential Responsibilities:

* Provides Level 1 and 2 technical support for all HMS applications, systems, software and hardware within negotiated Service Level Agreements (SLAs).
* Logs all incidents reported via telephone, email or voice mail.
* Attempts to troubleshoot and resolve all incidents reported to the Help Desk or received via a ticketed request.
* Distributes and dispatches incidents to the appropriate support groups as needed.
* Ensures timely escalation of customer issues by gathering detailed information and assigning an appropriate priority level and resolution target.
* Conducts first and second level support using documented procedures and available system tools.
* Provides guidance and work leadership to less-experienced technicians.
* Participates in special projects as required.
* Coordinates and tracks all system level production down resolution as necessary per documented procedures.
* Administers id's, passwords and security rights for all internally developed web-based systems as required.
* Installs and configures HMS hardware and software as required.
* Provides support for remote users (VPN and other connectivity issues).
* Document processes and procedures as required.

Non-Essential Responsibilities:

* Performs other functions as assigned

Knowledge, Skills and Abilities:

* Exceptional ability to provide a high level of support with a customer first attitude.
* Strong ability to apply a high sense of urgency to all tasks.
* Strong ability to provide a high level of problem solving and technical troubleshooting skills.
* Strong ability to train and mentor new or junior level technicians.
* Ability to work independently to meet objectives.
* Strong ability to coordinate priorities between the IT department and user departments.
* Strong ability to seek out opportunities to increase internal client satisfaction and deepen client relationships.
* Ability to communicate technology into business terms with customers at all levels.
* Strong ability to actively collaborate with vendors and other support teams for problem resolution.
* Strong ability to analyze information and use logic and process to address work-related issues and problems.
* Strong ability to coordinate highly complex troubleshooting between engineers, vendors and customers
* Ability to provide careful attention to detail.
* Ability to function to manage multiple initiatives.
* Ability to meet deadlines.
* Ability to multi-task and prioritize workload.
* Ability to perform well in a team environment, with staff at all levels, to achieve business goals.
* Average manual dexterity work in use of a PC, phone, sorting, filing and other office machines.
* Maintain and secure sensitive/confidential information.
* Ability to work proficiently with Microsoft Word, and Excel.
* Working knowledge of HIPAA privacy and Security rules.
* Ability to work weekends and overnight hours as needed.

Work Conditions and Physical Demands:

* Primarily sedentary work in a general office environment
* Ability to communicate and exchange information
* Ability to comprehend and interpret documents and data
* Requires occasional standing, walking, lifting, and moving objects (up to 10 lbs.)
* Requires manual dexterity to use computer, telephone and peripherals
* May be required to work extended hours for special business needs
* May be required to travel at least 10% of time based on business needs

Certifications: (Required/Desired)

* A , N , MCP, MCSE certifications preferred but not required

Minimum Education:

* High School Diploma GED required - 2 yrs\AA or 1 year experience required

Minimum Related Work Experience:

* >3 yrs Desktop/Helpdesk support experience
* 3 yrs experience on hardware issues including PC's, laptops, printers, and blackberries,
* >3yrs experience setting up and installing Windows XP, Windows 7 and Microsoft Office applications
* 3yrs VPN experience

Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time.