We are recruiting for an
Application Support Analyst
to join our
Information Systems team
in Louisville, Kentucky.
Please note: The team currently provides support from 7am to 8pm ET, this position will be from 8am to 5pm ET.
This position documents and responds to customer requests and questions regarding information systems, software, and hardware utilizing a call tracking application. Answers questions or resolves issues. Assists in resolving related problems.
Accepts requests and questions from customers and other support staff through various preferred media. Follows up to ensure accurate and timely resolutions are provided.
Monitors the group queue to ensure work requests are handled in a timely manner. Independently resolves most problems/questions that arise and consults with senior team members, development or technical staff on difficult issues.
Listens to issues and questions as reported by customers on assigned hardware, software and uses troubleshooting skills to provide answers or resolutions.
Assists senior department team members in identifying frequently encountered issues and developing resolutions.
Monitors individual performance objectives, meets standards, and assures customer satisfaction goals are met.
Provides after-hours on-call support as scheduled or needed.
Continuously monitors department processes and recommends to management new and innovative ideas for improvement.
Solicits feedback and guidance of best practices from senior department team members.
Working knowledge of major software packages used by company, setup/configuration, and missions of each.
Good analytical and problem-solving skills.
High level of patience, empathy, and courtesy.
Able to resolve mechanical/technical problems over the phone with emphasis on troubleshooting ability.
Able to identify and communicate trends and work with Senior department team members to define corrective action.
Associate's degree or equivalent work experience in related field preferred.
Professional certifications related to Essential Functions preferred.
1+ years computer systems support experience or other experience resulting in same knowledge level.
Experience preferred in a clinical or financial setting, preferably in the Health Care industry.
If you are a current
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