Full-Time Technical Support Analyst

The Technical Support Analyst role offers a dynamic opportunity to develop skills while working across a broad spectrum of customer experience and technology services.

This position is responsible for delivering comprehensive hardware, software, and systems support to both healthcare providers and corporate employees.

This role offers the unique opportunity to blend remote work flexibility with on-site engagement at our headquarters.

By providing technical assistance and troubleshooting across a broad spectrum of customer experience and technology services, the Analyst ensures seamless operations and maintains high-quality support.

The ideal candidate will be innovative, energetic, and adaptable, with the ability to manage a high volume of requests while consistently upholding exceptional support standards.

Primary Job Duties:

• Respond to a high volume of inquiries via email, phone, and other communication channels, providing professional and customer-focused support.
• Deliver hardware, software, and general systems support for end-user computers, troubleshooting issues, and providing timely resolutions.
• Assist care center staff and corporate users with technology systems including athenaNet, Privia Connect, Salesforce, and other software applications.
• On-Site Visits: Travel to headquarters as leadership discretion to provide on-site technical support, address complex issues, and collaborate with internal teams.
• Effective Case Management: Manage a diverse range of cases, ensuring timely and effective resolution while maintaining clear communication and adherence to service level agreements (SLAs).
• Project Collaboration: Work with cross-functional teams on projects and tasks, both remotely and on-site, to resolve issues and contribute to successful project outcomes.
• Process Improvement: Identify and implement process improvements. Contribute to the development of new support methodologies and report common issues and trends to management.
• Documentation: Accurately document all customer interactions, technical solutions, and issue resolutions in the knowledge base or ticketing system.
• Training and Development: Stay current with the latest technology trends and industry best practices. Continuously enhance personal expertise and skills.

Education: High school diploma required; Associate’s degree or equivalent work experience preferred.

Experience: 2+ years of relevant work experience. Healthcare experience is preferred.

Technical Skills: Proficiency with Google Apps, ConnectWise, Salesforce, and experience with iOS, Android, Windows, and Desktop Mac systems. Familiarity with networking concepts is a plus.

Remote and On-Site Experience: Experience working in a remote environment, with the flexibility and willingness to travel to headquarters for on-site support.

Customer Service: Strong customer service and communication skills, with the ability to interact professionally with customers and provide effective technical assistance.

Adaptability: Ability to quickly adapt to changing processes, procedures, and technologies in a fast-paced environment.

Problem-Solving: Excellent problem-solving skills with the ability to research, analyze, and resolve complex technical issues.

Productivity: Proven track record of maintaining high productivity levels while delivering quality support and meeting SLAs.

Team Collaboration: Collaborative mindset and readiness to work with cross-functional teams to resolve issues and achieve organizational goals.

Documentation Skills: Strong skills in documenting interactions, solutions, and issue resolutions.

Continuous Learning: Passion for staying up to date with technology trends and industry best practices.

HIPAA Compliance: Understanding of and ability to comply with all HIPAA rules and regulations.

Hourly Rate: $24.00 - $31.00/hr.

Bonus: Eligible for an annual bonus targeted at 10%.

Technical Requirements (Remote): Minimum 5 Mbps download and 3 Mbps upload speed required.

Employee Benefits: Medical, dental, vision, life, and pet insurance, 401K, paid time off, and other wellness programs.

Diversity & Inclusion: Privia Health is committed to fostering a diverse and inclusive work environment.

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