POSITION SUMMARY:
The Interface Associate Technical Support Specialist is responsible for the triaging and troubleshooting of Interface client support tasks as well as the receiving of client phone calls. Locates alternate personnel as needed in order to accommodate client requests. This position is the initial contact for all Interface support tasks received verbally, via email or by other means and is responsible for properly documenting the task into the Case Management System (STAR/TMS) and performing simple troubleshooting using the provided tools. The Interface Associate Technical Support Specialist will also handle connectivity issues with Instruments/HIS Interfaces, Synch Forms, and serve as the initial point of contact for Emergency tasks.
DUTIES AND RESPONSIBILITIES:
Support Activities – Participates in SCC’s Support Mission and Goals by:
Performs system troubleshooting in a Unix environment, helping clients with Port/IP changes.Makes minor flag/transition table changes in Instrument Interfaces.Performs simple troubleshooting of Xyplex Ports for Instrument communication issues.Investigates HIS issues of no results going to HIS or no orders from the HIS.Performs investigations of ADT Interface merge discrepancies. Checks Reference Lab tasks for orders/results not processing.Monitors tasks for escalation and reports any/all to the Interface Team Manager or appropriate designee. Assists with projects as assigned by the Interface Team Manager.
Administrative Duties:
Properly timesheets against appropriate SCC tasksProperly uses time clock as required to track working hoursReviews assigned workload to assesses potential delays in the delivery of solutionsUpdates Voice Mail messages when absent from work Responds to voice messages in a timely mannerProvides meaningful recommendations for improving team productivity and the overall effectiveness of the support effortComplies with all approved procedures, directives and guidelinesPerforms other duties as assigned
JOB SPECIFICATIONS:
Education Required:
An Associate’s degree in a Healthcare related field (Biology, Microbiology, etc.) or Computer Science/IT related field is required. A Bachelor’s degree in a related field is preferred. Classes pertaining to Networking; including TCPIP general functionality and message structure are preferred.
Experience Required:
Previous experience in the Interface troubleshooting/building or IT applications (preferably SCC systems) highly desirable. Also, previous experience in a service related field, clinical laboratory, or related computer position. Trouble shooting skills on networks or PC’s is desirable.
Skills Required:
Proficient in the use of a PCProficient in the use GUI applications such as Windows and MS OfficeTraining in Computer Science or programming desirableA thorough and practical understanding of the SCC productAnalytical and problem solving abilityAbility to work independentlyAbility to collaborate with other team membersExcellent communication skills (oral and written)Excellent interpersonal skillsAbility to work effectively under stressGood keyboard/typing abilitiesExcellent teaching and presentation skills
Travel Required:
None to Minimal.