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IT Support Consultant III- Client Support & Services

Employer
University of Delaware
Location
Delaware, United States
Salary
Salary Not specified
Date posted
Jun 1, 2023
University of Delaware

Equal Employment Opportunity Statement

The University of Delaware is an Equal Opportunity Employer which encourages applications from Minority Group Members, Women, Individuals with Disabilities and Veterans. The University's Notice of Non-Discrimination can be found at http://www.udel.edu/aboutus/legalnotices.html


Job No: 500060
Work Type: Staff
Location: Newark/Hybrid
Categories: Information Technology, Full Time


PAY GRADE: 29S

CONTEXT OF THE JOB:

IT Client Support & Services is often the first point of contact for students, faculty members, and staff members seeking help with technology. IT-CS&S focuses on helping the UD community use technology effectively and efficiently. IT-CS&S staff members also take the lead supporting productivity, computing applications and tools, and assist with hardware and software issues. The unit is composed of the following groups: Client Engagement, Client Services, ID Card Services, Distributed IT, IT Service Management and IT Communications.

The IT Support Consultant III in the Health IT team will help lead the technical support and support in specific areas of technical expertise to the clinics within the University of Delaware’s College of Health Sciences and the Wellbeing units within the University’s Division of Student Life. In order to provide patient care in an efficient, safe, and cost-effective manner, the clinics and Student Wellbeing units utilize Practice Management (PM) software for scheduling and billing and an Electronic Healthcare Record (EHR) for managing patient medical records. To provide the resources necessary for the functioning and maintenance of the PM and EHR software, and to ensure clinicians and practice staff have access to personnel trained to manage and support these applications and associated reporting, UDIT has created a team focused on the day-to-day management of the applications and staff support.

The IT Support Consultant III reports to the Manager, Health IT. The IT Support Consultant III (ITSC III) responds to support ticket requests for NextGen PM and EHR application users including hardware, software, connectivity, and access/password reset requests. The ITSC III identifies, researches, and resolves technical issues and user support requests, and documents, tracks and monitors requests and issues to ensure timely resolution. The ITSC III follows escalation protocols to resolve issues requiring additional resources or expertise.

MAJOR RESPONSIBILITIES:

  • Provide advanced technical support to the CHS Clinic units.
    • Ensure that desktop systems and file servers meet UD computing standards.
    • Perform advanced troubleshooting and repair of hardware and software problems using a variety of resources.
    • Analyze and resolve user problems.
    • Repair and/or replace hardware components as necessary.
    • Act as a technical escalation point for student workers and junior IT support staff.
    • Develop training expertise and deliver programs to the departments.
    • Educate users on virus protection, backups, security and responsible computing.
  • Install and maintain all aspects of Active Directory Infrastructure (Group Policy, applications and services that rely on Active Directory).
  • Provide technical support for University supported software products including internet browser, email program, and other systems. Instruct users on University procedures and policies for backups, security, and virus protection
  • Respond with timeliness to staff inquiries for assistance with software and/or hardware issues/problems.
  • Lead hardware equipment refresh process alongside Clinic leadership.
  • Act as the liaison between the end-user and central IT.
  • Provide basic application support to the Clinics for NextGen PM/EHR and associated applications. Assist users with password resets, create new user accounts, and maintain access and security.
  • Develop a working knowledge of the applications currently used in the Clinics, as well as the associated business processes.
  • Assist with troubleshooting, problem resolution, and support during implementations, integrations, and upgrades of PM/EHR systems.
  • Assist with assessing the feasibility of system enhancements or process changes and their impact on primary and ancillary systems.
  • Monitor interfaces and workflows and transition issues to second level support, when needed.
  • Document software defects for Manager and Analyst to address.
  • Alert management of recurring problems, and recommend solutions based on system knowledge.
  • Identifies opportunities for process, IT service and IT support improvements. Manages the TeamDynamix ticket queues and ensures all tickets are resolved in a timely manner.
  • Provide formal and ad-hoc NextGen PM/EHR education and training, including:
    • Logging in procedures
    • General navigation of NextGen application
    • Customizing a user’s screen
    • Introduction to administrative and clinical functionality
    • Introduction to customized functionality that may be program specific
    • Introduction to additional Nextgen Suite functionality (document imaging, fax integration, eRx integration etc.)
  • Assist Application Analyst in creating help desk support procedures, user manuals, cheat sheets, bookmarks and Nextgen workflow documents.
  • Provide on-site support when implementing new functionality, workflow, processes in Nextgen or implementing Nextgen for a new clinic.
  • Perform miscellaneous job-related duties as assigned.

QUALIFICATIONS:

  • Bachelor's degree with three years related experience or equivalent combination of education and/or experience. Experience in a University computing service environment is highly desirable.
  • Two years’ experience working in a medical office setting is preferred.
  • Must be self-motivated, organized, able to work independently and possess excellent computer skills.
  • Experience working with PM/EHR systems, knowledge of medical record practices, medical terminology, HIPAA, and clinic workflows.
  • Good communication skills.
  • Ability to train and lead staff.
  • Must be self-motivated, organized, able to work independently and possess excellent computer skills.
  • Experience working with PM/EHR systems, knowledge of medical record practices, medical terminology, HIPAA, and clinic workflows.
  • Good communication skills.
  • Able to train and lead staff.
  • Demonstrated understanding and consideration of the differing needs and concerns of individuals with varying identities, cultures, and backgrounds.
  • Committed to fostering a workplace culture of belonging, where diversity is celebrated, and equity is a core value.

Notice of Non-Discrimination, Equal Opportunity and Affirmative Action
The University of Delaware does not discriminate against any person on the basis of race, color, national origin, sex, gender identity or expression, sexual orientation, genetic information, marital status, disability, religion, age, veteran status or any other characteristic protected by applicable law in its employment, educational programs and activities, admissions policies, and scholarship and loan programs as required by Title IX of the Educational Amendments of 1972, the Americans with Disabilities Act of 1990, Section 504 of the Rehabilitation Act of 1973, Title VII of the Civil Rights Act of 1964, and other applicable statutes and University policies. The University of Delaware also prohibits unlawful harassment including sexual harassment and sexual violence.

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