This site uses cookies. To find out more, see our Cookies Policy

Technology Support Analyst / Coordinator in Oakland, CA at DISYS

Date Posted: 11/28/2018

Job Snapshot

Job Description

Title: Technical Analyst / Support Coordinator

Location: Oakland, CA

Duration: through 2019

Rate: $45-55W2, DOE

DISYS is seeking a skilled Technical Support Analyst to coordinate support of our client’s video interpreter services for clinical staff and patients. This position will provide Tier 3 support and oversee troubleshooting and resolution of issues in real time.

The video service is an iOS based application, connected to the client’s WiFi and secured to a mobile cart.

The program leverages a well-defined playbook and engagement methodology to deliver support to more than 55+ medical centers over the next 15+ months. 

This role will follow engage-deploy-launch-transition scheme coordinating with RACI (responsible, accountable, consulted and informed) teams of people to deliver quick and efficient resolutions to issues impacting patient care.

Idea candidates will have enterprise support experience in both infrastructure and applications, specifically video/audio systems. Experience in healthcare patient services is highly desired, or support experience in another time crucial environment.

Description:

  • Works with Technical Project and Program Manager to successfully manage and deliver Tier-3 technology, product and technology service support.
  • Engages in multiple site deployment technical support with minimum supervision and manages deliverables independently.
  • Learns, updates the technology support knowledge base with latest product releases and ensures downstream support team awareness and education by writing technical communications, technical support knowledge articles and creates any audio/video collaterals.
  • Understand the nuances of video/audio based medical patient care delivery solutions and SLA prioritizations and manages the support delivery per SLAs established for Tier-3.
  • Measure Tier-1 and Tier-2 partners SLAs for cases and ensures closure of tickets at all levels with appropriate solutions. Drives compliance for SLAs across the tiers, including vendors.
  • Produces weekly and monthly support metrics and trends as defined by the leaders of the organization for decision enablement.
  • Contributes to the creation of technical project plans with project managers.
  • Executes day-2 support projects and support activities of video interpreter solution and provide guidance to medical centers technology support teams.
  • Engages peers in other groups and works in collaborative manner to deliver projects successfully.
  • Adheres to processes and checklists for execution of projects with problem solving as required.
  • Need to provide logistics support and hands-on help for device support, upgrades and technical issue evaluations at labs and medical centers as needed and required. Exposure to the specific technologies would be provided during orientation to the job role.
  • 1-2 day travel may be required to some of the northern California Medical centers to execute project activities.
  •  
  • Experience:
  • 5+ years as an IT analyst in a mid-large enterprise/corporation in a technology / technical support and hands-on supervisor role.
  • 1-2+ years’ Video/Audio conference systems or mobile video based solution support.
  • 3+ years’ IT infrastructure experience, deploying/enabling hardware based solutions for consumer, medical or such use.
  • Excellent written and verbal communication skills to document technical requirements, support knowledge base, service levels, expectations and outcomes.
  • Excellent Excel skills to document metrics and trends.
  • Proficiency for documenting critical events, meetings and flows for communications and learnings.
  • 3+ years working with Agile, Scrum processes and experience in documenting use cases and test cases.
  • 3+ years’ experience in process/information/data flow documentations
  • 3+ years exposure to service metrics, SLA understanding and reporting, resolving issues within prescribed time.
  • Proficiency and exposure to different analysis models,
  • Well-designed presentation and documentation templates creation abilities           

Preferred Skills

  • 3+ years Data, information and business/technology workflow modelling skills for large corporations
  • Proficiency with advanced Excel and data and analytics modelling skills
  • 3+ years in Technical QA, Technical support or release management experience.
  • HealthCare/Medical Center/Hospital work domain knowledge
  • Skills with scripting languages, HTML, website development and collaboration tools such as Box, SharePoint etc. are nice to have.
  • Programming/scripting skills is a plus    

Job Requirements

tier 3 infrastructure support, video/audio, project coordination/management Digital Intelligence Systems, LLC. is an Equal Opportunity Employer, M/F/D/V. We do not discriminate against any employee or applicant because they inquired about, discussed, or disclosed compensation. Email recruitinghelp @ disys.com to contact us if you are an individual with a disability and require accommodation in the application process.Digital Intelligence Systems, LLC. is an Equal Opportunity Employer, M/F/D/V. We do not discriminate against any employee or applicant because they inquired about, discussed, or disclosed compensation. Email recruitinghelp @ disys.com to contact us if you are an individual with a disability and require accommodation in the application process.