Interface Associate TSS

Position Summary

The Interface Associate Technical Support Specialist is responsible for the triaging and troubleshooting of Interface client support tasks as well as the receiving of client phone calls. Locates alternate personnel as needed in order to accommodate client requests. This position is the initial contact for all Interface support tasks received verbally, via email or by other means and is responsible for properly documenting the task into the Case Management System (STAR/TMS) and performing simple troubleshooting using the provided tools. The Interface Associate Technical Support Specialist will also handle connectivity issues with Instruments/HIS Interfaces, Synch Forms, and serve as the initial point of contact for Emergency tasks.

Duties And Responsibilities

Support Activities - Participates in SCC's Support Mission and Goals by:

• Performs system troubleshooting in a Unix environment, helping clients with Port/IP changes.
• Makes minor flag/transition table changes in Instrument Interfaces.
• Performs simple troubleshooting of Xyplex Ports for Instrument communication issues.
• Investigates HIS issues of no results going to HIS or no orders from the HIS.
• Performs investigations of ADT Interface merge discrepancies.
• Checks Reference Lab tasks for orders/results not processing.
• Monitors tasks for escalation and reports any/all to the Interface Team Manager or appropriate designee.
• Assists with projects as assigned by the Interface Team Manager.
  
  

Administrative Duties

• Properly timesheets against appropriate SCC tasks
• Properly uses time clock as required to track working hours
• Reviews assigned workload to assesses potential delays in the delivery of solutions
• Updates Voice Mail messages when absent from work
• Responds to voice messages in a timely manner
• Provides meaningful recommendations for improving team productivity and the overall effectiveness of the support effort
• Complies with all approved procedures, directives and guidelines
• Performs other duties as assigned
  
  

JOB SPECIFICATIONS

Education Required

An Associate's degree in a Healthcare related field (Biology, Microbiology, etc.) or Computer Science/IT related field is required. A Bachelor's degree in a related field is preferred. Classes pertaining to Networking; including TCPIP general functionality and message structure are preferred.

Experience Required

Previous experience in the Interface troubleshooting/building or IT applications (preferably SCC systems) highly desirable. Also, previous experience in a service related field, clinical laboratory, or related computer position. Trouble shooting skills on networks or PC's is desirable.

Skills Required

• Proficient in the use of a PC
• Proficient in the use GUI applications such as Windows and MS Office
• Training in Computer Science or programming desirable
• A thorough and practical understanding of the SCC product
• Analytical and problem solving ability
• Ability to work independently
• Ability to collaborate with other team members
• Excellent communication skills (oral and written)
• Excellent interpersonal skills
• Ability to work effectively under stress
• Good keyboard/typing abilities
• Excellent teaching and presentation skills
  
  

Travel Required

None to Minimal.