A Technical Support Analyst is responsible for fielding and resolving Valco legacy product and OnBase issues by utilizing internal OnBase systems, troubleshooting utilities, and support processes. The position requires close communication with multiple departments while maintaining issue ownership. The Analyst must be proficient in documentation and have the ability to work independently on support issues while following departmental policies.
Required Qualifications:
- Proven strong technical skills (Windows OS, SQL DB, PC hardware, networks)
- Proven strong computer and application support skills
- Software troubleshooting/diagnostic experience
- Excellent verbal and written communication skills
Desired Qualifications:
- Experience with Meditech health information systems
- OnBase knowledge
Travel Expectations:
0-5% travel can range from domestic to international depending on the project, which can include but is not limited to, on-site upgrades, troubleshooting, and/or system administration
Position Responsibilities:
- Provide support to our customers and partners while being an advocate for their requests; for anything related to the overall well-being of their Valco and/or OnBase solutions
- Maintain ownership and follow through consistently on communication of all support issues
- Continually increase your knowledge of the Valco legacy and/or OnBase product suites and other related technologies
- Communicate in a courteous and professional manner that inspires confidence in your ability to troubleshoot and resolve issues
- Understand and abide by escalation procedures and interdepartmental policies
- Utilize the internal OnBase systems during the technical support process and find new, innovative ways to make the process more efficient
- Exhibit strong documentation skills
- Act as an internal resource for the Technical Support Department by increasing the knowledge of the department based on your area(s) of expertise, whether it is an OnBase Module, solution knowledge, or other experience
- Perform job requirements on a daily basis with a high level of autonomy
- Develop a high level of skill using our internal resources including; Ceros, MindShare, SharePoint, HSIDB, etc.
Hyland Responsibilities:
- Conduct business in accordance with Hyland's core values and five core competencies: Ethics and Values, Customer Focus, Achieving Results, Analytical Problem Solving, Flexible and Adaptive Faithfully and diligently work to satisfy your internal and external customers beyond expectations Enthusiastically perform all business activities that are requested of you by management
Certification Goals:
- AIIM ECM Practitioner (ECM P)
- CDIA+
- OnBase Proficiency Exams
OCI: OnBase Certified Installer (achieved no later than 6 months post hire date)
MCITP: Enterprise Administrator (desired certification)
