Scottsdale , United States

Closes: 29-Sep-2017

Customer Support

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Be a part of the Orion Health success story!

We are an energetic New Zealand based company with a global reach; we have staff, offices, and customers all over the world. Our award-winning solutions are utilized by leading health organizations. Using the latest technologies to develop health software, we make a positive difference in people's lives.


About the Role: Network Operations Center (NOC) Analyst

The Operations Service Desk Application Analyst is responsible for triage and troubleshooting of our client environments in a 24x7 Service Center. Proactively and reactively respond to alerts, emails, phone calls, and ticket queue’s in order to resolve, escalate, and communicate within established SLAs. They help in fulfilling Orion Health’s purpose - to revolutionize global healthcare by optimizing the algorithms of life.


Shift Hours: 9pm - 7am  Wednesday - Saturday


About You: 

 

Communication:

  • Email communications for scheduled maintenance, trouble tickets, and Major Incident Management
  • Stand-up and run bridge calls for priority incident management (MIM)
  • First Call Resolution for password resets, user account management, renew certs, license request, VPN management, service restarts, disk space cleanup, and onboarding new clients.
  • Triage proactive/reactive alerts and escalate internally to proper Support Team engineers according to established SLAs
  • Process access request tickets
  • Identify gaps for improvement
  • Troubleshoot and resolve technical solutions related to Orion software products and software development industry standards
  • Escalate urgent problems requiring more in-depth knowledge to appropriate resources within established SLAs
  • Follow HIPAA security standards set by Orion Health when interacting with patient data

 

Personal Development:

  • Actively participate in any training/learning required whether it be self-study or structured learning
  • Keep up to date with new software enhancements and releases

 

Behavioral and Technical Capabilities

  • Achieves a satisfactory level of skill and knowledge in technical areas and keeps abreast of current developments and trends in the IT industry
  • Ability to ask questions, discern when escalations are needed and seek/accept mentoring from different levels
  • Ability to organize assigned tasks understanding level of urgency and discerning priorities according to predetermined parameters, policies and procedures
  • Develops logical ideas, approaches, and solutions to typical, unusual, or difficult situations or problems
  • Understands technical, procedural, and tactical tasks asking relevant questions and implementing answers or solutions as provided
  • Ability to provide clear and consistent communication in an organized fashion. Understand when to follow and when requested to lead an explanation or clarification of a mid to complex issue
  • Driven to produce. Can follow a plan and deliver results with some guidance
  • Ability to work both independently and as part of a team
  • Ability to resolve conflict and negotiate with differing parties
  • Ability to prioritize and manage time effectively

 

Essential Qualifications: 

 

  • Associates/Bachelor's degree in Information Technology, Computer Science, Software Engineering or equivalent degree and/or equivalent work experience
  • ITIL Knowledge or certification preferred
  • 2-3 years of hands on experience in on-site Application support level
  • Business processes experience desired
  • Will consider grades and references in lieu of business experience
  • Knowledge of Network Protocols, Linux/Unix, Windows, Mac, Active Directory, Ticketing Systems
  • Knowledge of Performance Monitoring (Java performance analysis, thread dump analysis, heap dump analysis)
  • Excellent verbal and written communication skills
  • Strong customer focus and genuine desire to assist
  • Strong work ethic and desire to get things done
  • Capable of operating within specified boundaries
  • Knowledge of networking fundamentals  (http/https, tcp/ip, firewalls, proxies, ftp/sftp, ssh)
  • Knowledge of Application Performance Monitoring (Java performance analysis, thread dump analysis, heap dump analysis)
  • Splunk Knowledge a plus


In return, Orion Health offers


  • Competitive salary and incentive packages
  • Corporate benefits (medical, dental and vision; company paid life, short-term and long-term disability; 401k; sick leave and vacation leave programs, etc.)
  • High-end hardware and resources
  • Flexible and social, but professional company culture
  • Career development opportunities


Background checks will be required upon an offer of employment.


Reasonable accommodations will be made upon request to assist those candidates with disabilities during the interview process.


ORION HEALTH IS AN EQUAL OPPORTUNITY EMPLOYER


All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, veteran or disability status, sexual preference or national origin