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Help Desk Specialist

Job Summary:

The candidate will support the Quality Payment Program (QPP) Tier 2 help desk providing technical assistance in support of problem analysis and resolution for MIPS quality measures, MIPS improvement activities, and Qualified Clinical Data Registry (QCDR) measures. The candidate shall troubleshoot and document problem tickets related to these stated functions and others that may be assigned. This function is also required to provide telephone assistance to resolve help desk tickets. This is not a traditional IT help desk and does not address hardware, software, password resets, or other traditional IT help desk topics

Job Responsibilities:

Provide tier 2 assistance in support of the QPP help desk and Eligible Clinicians
Provide day-to-day issue resolution and measure consultation to the Eligible Clinicians submitting to MIPS
Assist to develop, document, and/or edit known resolutions and provide input to improve help desk
Experience using ServiceNow help desk software
Adhere to and offer improvements to the Standard Operating Procedures (SOP)

Job Qualifications:

A minimum of two years of experience with Microsoft operating systems and products
A minimum of one year experience in a help desk environment related to health care or quality measures

Job Qualifications Optional

Experience using ServiceNow (Customer Service Management module) help desk support tool

Educational Requirements

Undergraduate degree, preferably health care related with experience in a healthcare IT environment

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