Technical Support Specialist (LANES)

We have a diverse team of healthcare IT experts devoted to solving real-world healthcare problems.

We’re looking for a driven, smart, creative, and fun candidate who shares our passion for optimizing the intersection of consumer health, engagement, technology, and innovation.

LANES is a community-based Qualified Health Information Organization (QHIO) whose mission is to improve health care delivery by building a platform that enables cost-effective and secure electronic exchange of patient medical records among public and private health care providers and health plans in the larger Los Angeles region.

LANES seeks to make personal health information available when and where it is needed for patient care, safely and securely.

LANES uses the Mirth technology, AWS cloud, Google Big Query, HL-7, and FHIR, to link healthcare organizations and to maintain the core technology infrastructure of the Health Information Organization.  

As Technical Support Specialist, you will play a pivotal role in maintaining, monitoring, operating, troubleshooting, fixing, and improving our technology solutions and services.

You will be responding to technical support requests, administering user access, assisting end users, triaging technical support issues, and coordinating resolution with other members of the team.

You will need to develop a good understanding of our technology stack and service portfolio to provide Tier 1 and Tier 2 technical support and high-level customer service and communication to our customers.

Special Note: This is a virtual home-based position within Los Angeles and southern California.

This position will be required to attend in-person meetings in the Los Angeles area on an as-needed basis, usually at least once per month.

This is a full-time benefitted position.  Employment is provided by Heluna Health.

The pay range for this position is $40.38 to $54.80 per hour.

ESSENTIAL FUNCTIONS


* Processes, reviews, analyzes, triages, resolves, and provides follow-up on technical support requests.


* Identifies patterns in technical support requests.


* Provides Tier 1 and Tier 2 level technical support.


* Troubleshoots, diagnoses, and resolves technical issues within own technical expertise.


* Provides end users with access and assists them with web portal credentials, login, and access needs.


* Escalates technical support requests to appropriate specialty areas.


* Coordinates with multiple teams to resolve issues within service level agreement timeframes.


* Provides and schedules troubleshooting and training sessions with end users.


* Follows current progress in technical support processes and proposes industry best practices for adoption.


* Performs other duties as assigned.

JOB QUALIFICATIONS


* B.S.

degree in Computer and Information Sciences, Business Administration, or a related field is required.


* Experience working at a Technical Support Help Desk in a health care organi...