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Level II Cerner Service Desk Analysts

Talon Healthy IT Services Waukesha, WI
  • Posted: over a month ago
  • $16 to $22 Hourly
  • Full-Time
  • Benefits: Vision, Medical, Life Insurance, 401k, Dental

Talon of NC, LLC is looking for Level II IT Cerner Service Desk Analysts for 1st, 2nd, & 3rd Shifts to join our fast-growing and dynamic team in our Waukesha, WI location. Our Analysts are primarily responsible for supporting Talon’s Healthy IT customers in the form of providing timely and enthusiastic remote support from our 24/7 call center environment. Customer Service and Communication skills are a must and critical to the success of this role. This candidate will be expected to be able to work both independently and as part of a team and be able to adapt to new technologies and environments. This position will report to the firm’s Director of Technical Services.

Responsibilities and Duties

  • Interact with customers to provide and process information in response to inquiries, concerns, and requests
  • Gather customer’s information and determine the issue by evaluating and analyzing the symptoms
  • Deliver service and support to end-users, including via remote connection or over the Internet
  • Research required information using available resources
  • Follow standard processes and procedures
  • Accurately process and record call transactions using a computer and designated tracking software
  • Organize ideas and communicate oral messages appropriate to listeners and situations
  • Follow up and make scheduled call backs to customers where necessary
  • Stay current with system information, changes and update
  • Identifies troubleshooting techniques/step and documents all case information and updates as information becomes available via Healthy IT ticketing systems
  • Follows proper escalation procedures as defined by management
  • Ensure customers receive prompt, accurate, and courteous service

Qualifications and Skills

  • Proper phone etiquette and effective listening skills
  • Ability to speak and write clearly and accurately with demonstrated proficiency in typing and grammar.
  • Knowledge of customer service principles and practices
  • Medical/clinical terminology and Healthcare EMR experience and /or support is preferred
  • Must be able to sit for long periods of time
  • Position requires use of headset/microphone
  • Experience supporting software computer applications and equipment from a service desk environment
  • Experience maintaining, and troubleshooting all versions of Microsoft Windows operating system
  • Experience with mobile device support (iPhone, Android, Windows Mobile)
  • Must be a team player and build good working relationships across all functions
  • Must have a strong personal drive for delivering great customer service, and thrive in a fast paced, high energy environment with a proactive focus
  • Need to be flexible, adaptable, and possess creative problem-solving skills
  • Cerner EMR knowledge and support required

2 years’ experience in the Information Technology field or 2 year Associates degree in IT or Healthcare Informatics or equivalent is required.

Talon Healthy IT Services

Why Work Here?

We Hire Great People and Give Them the Freedom to be Awesome in a Collaborative Environment in order to Provide Exceptional Customer Service

Talon Healthy IT Services provides high availability support due to our redundant call centers located in NC and WI. TalonHIT provides first and second level technology support solutions for healthcare systems - like Help Desk, Device Support, Clinical Application Support, and Patient Portal Support (especially MyChart). Talon Managed IT Services also provides a fully managed IT solution, allowing small to medium businesses to focus on their primary responsibilities. Managed Services support is offered to businesses around the Winston-Salem, NC and Waukesha, WI areas. Our mission is to deliver the best technology support solutions to help our clients improve IT efficiency and business profitability. In essence, Talon is committed to providing our customers with: the right solutions, at the precise time, at a reasonable cost. Equally important, we seek to build long-term, meaningful relationships with all of our clients. Talon is seeking multiple analysts to join our fast-growing and dynamic team. Our Analysts are primarily responsible for supporting Talon Healthy IT customers in the form of providing timely and enthusiastic remote support from our 24/7 call center environment.

Address

201 N. Broad Street Winston-Salem, NC 27101
Waukesha, WI
USA

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