Helpdesk Level 1 Support
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Q-Centrix is the largest exclusive provider of clinical data management solutions to acute care hospitals. A market disruptor and innovator, Q-Centrix believes that there is nothing more valuable than clinical data as it is critical in delivering safe, consistent, quality healthcare for all. Bringing together deep expertise across providers, clinical knowledge, data and software, Q-Centrix provides an integrated approach that can redefine and streamline the data management and real-world application process for the healthcare industry, thereby enabling increased efficiency and exciting new solution opportunities.
Providing the industry’s first Enterprise Clinical Data Management (eCDM™) platform, Q-Centrix utilizes its market-leading software, the largest and broadest team of clinical data experts, a modern-stack software and reporting data structure, and best practices from its 1,200+ hospital partners to securely extract, curate, structure, and enhance clinical data at the highest quality level. The resulting high quality structured clinical data is then utilized to support reporting demands, drive improved care delivery, meet financial and operational needs, enable population health workflows and power broad research use cases. Its solutions cover a breadth of clinical segments, including cardiovascular, oncology, infection prevention, trauma and real-world data applications. Q-Centrix’s platform enables its partners to access valuable clinical information that may otherwise be trapped across multiple workflow systems and clinical information platforms. Q-Centrix is positioned for continued growth as they integrate new capabilities and business lines.
Job Summary: The Help Desk Team is the 1st line of defense when our partners, Clinical Services or Corporate abstraction teams need technical assistance including systems, products, facility access, etc. In this position, the Tier 1 Help Desk Technician will provide support via live phone and will handle basic issues and service requests via electronic ticket submission.
Essential Functions:
- Address simple, common problems, answer general inquiries, access provisioning requests, and provide basic troubleshooting.
- Examples include password resets, software installation questions, and general product usage guidance
- Will escalate more complex issues to Tier 2 or Tier 3 if they cannot be resolved in a timely manner
- Address end-user issues in a professional, courteous, and collaborative manner
- Flexible Availability expected – potential to work occasional evening and weekend shifts
- As a growth organization, roles and responsibilities often evolve and adapt over time. As such, this job description may not comprehensively account for future activities, responsibilities, and priorities—these may evolve right along with us!
Required Abilities, Education, and Skills:
- Basic technical knowledge; typically requires scripts or predefined solutions to address common issues.
- Experience with Office applications.
- Experience with Cloud and Remote Desktop technologies.
- Experience with ticketing systems.
Preferred Abilities, Education and Skills:
- Inbound phone support in a Customer Service role.
Supervisory Responsibilities: None
Work environment/Physical Demands: Continuous sitting and fine manipulation.
Travel Requirements: None
Work Authorization: Legally able to work in the United States without sponsorship
Total Rewards:
At Q-Centrix, our purpose—safer, consistent, quality healthcare for all—drives everything we do. To accomplish this important work, we need to attract, engage, and retain a talented team by providing a compelling, equitable rewards package comprised of an inclusive culture, flexible work environment, learning and development opportunities, competitive pay that rewards high performance, and robust benefits that support health and financial wellness. Add to this package a supportive community of people who help each other not only do meaningful work, but learn, grow, and have fun while doing so, and you get an organization that has earned the Great Place to Work distinction multiple years in a row!
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The target hourly rate for this role is $20.00 - $22.00 an hour. An individual’s rate within this range is based on multiple factors including but not limited to skills, experiences, licensure, certifications, and other business and organizational considerations. Salary ranges are reviewed, at minimum, annually and all team members are eligible for performance-based salary increases during our organization’s annual review period.
In addition to our inclusive and innovative working environment and competitive pay, team members enjoy:
- Remote work environment and a generous Paid Time Off program with additional paid time for volunteering.
- Robust benefits package including medical, vision, dental, health savings accounts, company paid short- and long-term disability, employee assistance program, paid parental leave, life insurance, accident insurance, and other voluntary benefit programs for employees and their eligible dependents.
- 401(k) retirement plan with a company match.
- Opportunities for professional development.
Commitment to Diversity, Equity, Inclusion and Belonging:
At Q-Centrix, we hire people who love learning, value innovation, and believe in our purpose of safer, consistent, quality health care for all. We applaud qualified applicants who are accountable and committed to producing quality work. As an Equal Opportunity Employer, we support and value diversity, dignity, and respect in our work environment, and are committed to creating an inclusive environment in which everyone can thrive.
We employ people based on the needs of the business and the job, and their individual professional qualifications. Here’s what does not impact our employment decisions: race, religious creed, religion, color, sex, sexual orientation, pregnancy, parental status, genetic information, gender, gender identity, gender expression, age, national origin, ancestry, citizenship, protected veteran or disability status, health, marital, civil union or domestic partnership status, or any status or characteristic protected by the laws or regulations in locations where we operate. If you are an individual with a qualified disability and you need an accommodation during the interview process, please reach out to your recruiter.
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Parental Benefits
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Professional Development
Diversity and Inclusion