Software Support Technician I
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Job Description
Software Support Technician supporting Solarity’s healthcare document and EMR technology. Troubleshooting customer software issues, managing updates, and documenting resolutions through Jira Service Management.
Responsibilities:
- Serve as the point of contact for inbound Service Desk calls regarding Solarity software
- Route tickets, perform password resets, handle break/fix issues, respond to automated alerts, and escalate issues to level II or level III Service Desk associates
- Provide remote customer support
- Create detailed work logs and process documentation in Jira Service Management
- Deploy software upgrades and maintain and schedule updates and hotfixes in customer environments
- Configure proprietary configuration files
- Manage bug fixes and software enhancements
- Resolve problems in a timely manner to ensure customer satisfaction and eliminate downtime
- Perform other duties assigned by Service Desk leadership
- Develop awareness and working knowledge of phone and email etiquette, change control, PHI handling, and network security standards
Requirements:
- 1+ year of technical support experience or an Associate’s degree in a related field required
- Ability to research, troubleshoot, and resolve technical issues
- Ability to guide and support other technicians toward successful resolutions
- Strong presentation and communication skills
- Keen attention to detail
- On-call availability required
- Experience implementing or maintaining software solutions desired
- Experience with Citrix, JSON, Windows Deployment Services, and XML beneficial but not required
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