NextGen Healthcare

Technical Support Specialist II

NextGen Healthcare

full-time

Posted on:

Origin:  • 🇺🇸 United States

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Job Level

Mid-LevelSenior

Tech Stack

ApacheAWSLinuxMySQLOraclePHPPythonSQL

About the role

  • Provide technical and application support for NextGen Healthcare products and services
  • Support client workstations, servers, hosted/virtual environments, and storage solutions
  • Perform root cause analysis and develop checklists for common problem resolution
  • Consult with clients via telephone and remote access to deliver technical expertise
  • Diagnose, evaluate, research and resolve software and infrastructure-related issues
  • Create/enhance detailed descriptions of client-reported issues and document troubleshooting in support software
  • Review and coach on cases handled/transferred by other Technical Support Analysts
  • Author, edit and review knowledge articles for technical accuracy
  • Manage client-initiated or internal escalations and coordinate with Tier 3 or leadership
  • Expand product and third-party solution knowledge through training
  • Participate in after-hours/on-call support as part of rotating schedule
  • Assist junior analysts with policies, procedures, standards and checklists
  • Perform other duties supporting position objectives

Requirements

  • Bachelor’s degree in Computer Science, Software Engineering or equivalent program
  • 3+ years' experience in a technical support role (preferably healthcare technology)
  • Technology experience in software development, networking, system administration, hardware, operating systems, databases (Oracle and/or SQL), remote connectivity, security, or NextGen/competitor applications
  • Relevant technical certifications a plus (CompTIA A+, Microsoft, AWS, Health IT)
  • Advanced knowledge of SQL and tSQL (triggers, stored procedures)
  • Ability to read/write at least one scripting/programming language (PowerShell or Python)
  • Knowledge of open-source systems, protocols and standards (PHP, Apache, Linux, MySQL, CentOS)
  • Knowledge of healthcare data standards (HL7, FHIR, DICOM)
  • Understanding of IT infrastructure: databases, OS, servers, networks, hosting environments
  • Troubleshooting methodology and root cause analysis skills
  • Customer service, analytical, problem-solving, communication and interpersonal skills
  • Ability to work in a fast-paced environment, prioritize workload, multi-task and meet deadlines
  • Willingness to be available for after-hours/on-call rotating support