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Join one of the nation’s leading and most impactful health care performance improvement companies. Over the years, Health Catalyst has achieved and documented clinical, operational, and financial improvements for many of the nation’s leading healthcare organizations. We are also increasingly serving international markets. Our mission is to be the catalyst for massive, measurable, data-informed healthcare improvement through:

• Data: integrate data in a flexible, open & scalable platform to power healthcare’s digital transformation​

• Analytics: deliver analytic applications & services that generate insight on how to measurably improve​

• Expertise: provide clinical, financial & operational experts who enable & accelerate improvement​

• Engagement: attract, develop and retain world-class team members by being a best place to work​

Role: Application Help Desk - Team Lead

Team: Technology

Location: US, Remote

Travel: none anticipated

The Application Help Desk Team Lead provides outstanding customer service by supporting our team of L1 agents with a wide range of proprietary medical record processing products. Serving as the initial point of contact for the L1's, this person will gather and analyze operational information about the customer's issue to help answer basic questions about installation, operation, configuration, customization, and usage of purchased products to determine the best way to address their issue. Solutions include, but are not limited to: first level triage of customer certification and production environments, managing web application certificates, reviewing server resources, monitoring software and server alert systems, resolving username and password problems, verifying proper hardware and software set up, and resolving connection issues.

This is an excellent opportunity with growth potential and on-the-job learning and mentorship.

Support operates 24/7/365 offering flexible shifts (which may include on call coverage spanning evening, overnight and weekends).

Responsibilities:

• Initial point of contact for customers via telephone, email or customer self-service ticket portal
• Utilize and contribute to a shared knowledgebase providing procedural and technical direction
• Provides technical support of hosted applications, servers, 3rd party connections, and network resources
• Assists with navigating around application menus, and may be required to remote into customer's systems
• Utilizes Jira, a modern ticketing and documentation tool for tracking customer issues
• Escalate complex problems to engineering teams, and engages as needed with Database and Application & Data Center Engineers to return resolvable issues back to L1 Support.
• Reaches out to customers to follow up on open issues, collect additional information, and confirm resolution details
• Document all actions and steps taken when assisting the customer utilizing keen time management skills while working with the customer
• Develops and sustains a productive customer relationship, making the customer and their needs a primary focus

Qualifications:

• High School Diploma or equivalent required.
• Have lead experience
• Experience with workload management
• Experience with process creation and implementation
• Highly collaborative
• Jira experience
• Previous computer technical support preferred.
• Strong knowledge of Network troubleshooting, including command prompts for connectivity issues, locating IPs, and identifying connection errors
• Some comprehension of PowerShell commands
• Proficient with probing questions, collecting the most relevant information up front
• Ability to troubleshoot within the scope of the contract, redirecting externally as needed
• Ability to communicate clearly and professionally, both verbally and in writing.
• Amazing customer service skills, with the ability to empathize and work

The above statements describe the general nature and level of work being performed in this job function. They are not intended to be an exhaustive list of all duties, and indeed additional responsibilities may be assigned by Health Catalyst.

Studies show that candidates from underrepresented groups are less likely to apply for roles if they don’t have 100% of the qualifications shown in the job posting. While each of our roles have core requirements, please thoughtfully consider your skills and experience and decide if you are interested in the position. If you feel you may be a good fit for the role, even if you don’t meet all of the qualifications, we hope you will apply. If you feel you are lacking the core requirements for this position, we encourage you to continue exploring our careers page for other roles for which you may be a better fit.

At Health Catalyst, we appreciate the opportunity to benefit from the diverse backgrounds and experiences of others. Because of our deep commitment to respect every individual, Health Catalyst is an equal opportunity employer.