Tier 1 support analyst

Location:

Remote (U.S. based; Montana strongly preferred)

Status:

Full-time, regular, non-exempt

Reports to:

Director of Support Services

Organizational Overview:

Healthcare stakeholders formed Big Sky Care Connect (BSCC), a 501(c)(3) nonprofit corporation, in 2018 to operate a health information exchange (HIE) in Montana. BSCC enables the secure sharing of vital healthcare information to improve the speed, quality, safety, coordination, and cost of patient care. BSCC serves as a state-wide network and repository for patient health information, including comprehensive clinical and claims data, and offers HIE-related services to the Montana healthcare community, connecting providers, payors, and patients.

Position Overview:

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, and 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.

KEY RESPONSIBILITIES

Customer Support & Request Management

• 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.

User Account Administration

• 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.
• Answer questions related to user roles, permissions, and system access.

HIE Application Support

• 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, including:
• Identifying and documenting potential patient matching discrepancies.
• Providing guidance on duplicate or incorrectly matched patient records.
• Escalating complex patient identity and matching issues to the appropriate Tier 2 support team.

Incident Monitoring & Escalation

• 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.
• Refer training-related requests and user education needs to the Senior Tech Support Analyst.
• Maintain clear communication with users regarding ticket status and next steps.

Documentation & Quality Assurance

• 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.

Desired 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.

Preferred Qualifications

• Experience supporting healthcare applications or Health Information Exchange (HIE) systems.
• Familiarity with ticketing and service management platforms.
• Knowledge of user access management, MFA technologies, and information security best practices.
• Experience working in a fast-paced support environment.

Key Competencies

• Customer-focused mindset
• Effective communication
• Critical thinking and problem-solving
• Team collaboration
• Attention to detail
• Time management and prioritization
• Adaptability and willingness to learn

Working Conditions and Physical Demands

Position works remotely within the United States and requires the ability to effectively use office equipment and technology. Requires the ability to travel nationally by commercial air to attend meetings, conferences, and partner engagements on an occasional basis. The position requires the ability to communicate effectively, participate in meetings, and perform work in a professional office or virtual environment. Qualified candidates can perform the essential functions of the position with or without reasonable accommodation.

Work Authorization & Location Requirements:

Incumbent must be authorized to work in the United States on a full-time basis. BSCC does not sponsor employment visas. This position is remote within the United States; candidates must reside and perform work within the U.S.