[Hiring] Tier 1 Support Analyst @Big Sky Care Connect

Role Description

The Tier 1 Support Analyst serves as the first point of contact for users requiring assistance with system access, application functionality, and general support requests. This role is responsible for delivering prompt, professional, and effective frontline support by:

• Resolving common issues
• Providing user guidance
• Documenting incidents
• Ensuring requests are routed appropriately when escalation is required

The Tier 1 Support Analyst plays a critical role in maintaining a positive user experience and supporting the overall success of the Health Information Exchange (HIE) platform.

Qualifications

• High school diploma or equivalent; associate degree or relevant technical training preferred
• Experience in customer service, help desk, or technical support role preferred
• Basic understanding of user account management and authentication technologies
• Strong troubleshooting and problem-solving skills
• Excellent verbal and written communication skills
• Ability to prioritize tasks and manage multiple support requests simultaneously
• Strong attention to detail and documentation practices

Requirements

• Respond to inbound support requests received through phone, support portal, and email channels
• Provide first-contact resolution whenever possible through efficient troubleshooting and support
• Deliver courteous, professional customer service while maintaining established service level expectations
• Gather and document all necessary information to create accurate and complete support tickets
• Assist with user account creation and onboarding requests
• Process account deactivation requests in accordance with established procedures
• Perform password resets and account recovery support
• Troubleshoot multi-factor authentication (MFA) login issues
• Guide users through system login and navigation processes
• Assist users with viewing and accessing patient records within the HIE platform
• Troubleshoot common data lookup and information retrieval issues
• Provide basic application guidance and usage support
• Support basic Enterprise Master Patient Index (EMPI) functions
• Verify system availability and review known incidents before troubleshooting issues
• Identify and document technical problems that require advanced support
• Escalate unresolved or complex technical issues to Tier 2 Support
• Maintain clear communication with users regarding ticket status and next steps
• Ensure all tickets contain required metadata, troubleshooting steps, and resolution details
• Follow established support processes, policies, and security procedures
• Contribute to knowledge base articles and documentation improvements as needed

Benefits

• Remote work within the United States
• Ability to travel nationally by commercial air for meetings, conferences, and partner engagements on an occasional basis
• Qualified candidates can perform the essential functions of the position with or without reasonable accommodation