Support Center Analyst at HealthPartners

Job Description

HealthPartners is hiring for a full-time Support Center Analyst.

Position Purpose

The person in this position under moderate supervision is responsible for investigating and resolving simple to moderate software, hardware, and infrastructure problems for HealthPartners’ systems and services. This person maintains problem-related documentation, ensuring that all information pertaining to an incident or service request is documented. This position is expected to maintain excellent customer relationships.

Accountabilities

• Answers, evaluates, and prioritizes incoming telephone, voicemail, e-mail, and in- person requests for assistance from users experience problems with hardware, software, networking and other computer related technologies.
• Handles problem recognition, research, isolation, resolution and follow-up for routine user problems, referring more complex problems to other Support Center Analysts.
• Maintains HealthPartners IS&T incident and problem management database.
• Maintains history records and related problem documentation.
• Maintains excellent customer relationships.
• Consults with programmers to explain software problems or to suggest potential software changes.
• Prepares and analyzes standard statistical reports.
  
  

Skills/Experience

• Identify, analyze, and interpret computer problems, and communicate them to customers and technical staff
• Effectively presents information and responses to questions from customers
• Experience resolving practical problems with a variety of variables and processes.
• Ability to interpret a variety of instructions furnished in written, oral, or diagram formats
• Plan and organize own work
• Provide good customer service
• Able to be available outside normal business hours, including weekends and be on call (7 days x 24 hrs)
• Solid desktop tool usage including Word, Excel, PowerPoint, and Access
• Good understanding of a variety of computer hardware, software, and services
• Good oral and written communication skills
• Solid problem solving skills
• Experience writing reports, business correspondence, and basic level procedure manuals.
  
  

Required Qualifications

• High School Diploma and a certificate from a 6 to 12 month Information Technology program or related experience
• 3+ year customer service experience; preferably in a technical environment
  
  

About Us

At HealthPartners we believe in the power of good – good deeds and good people working together. As part of our team, you’ll find an inclusive environment that encourages new ways of thinking, celebrates differences, and recognizes hard work.

We’re a nonprofit, integrated health care organization, providing health insurance in six states and high-quality care at more than 90 locations, including hospitals and clinics in Minnesota and Wisconsin. We bring together research and education through HealthPartners Institute, training medical professionals across the region and conducting innovative research that improve lives around the world.

At HealthPartners, everyone is welcome, included and valued. We’re working together to increase diversity and inclusion in our workplace, advance health equity in care and coverage, and partner with the community as advocates for change.

Benefits Designed To Support Your Total Health

As a HealthPartners colleague, we’re committed to nurturing your diverse talents, valuing your dedication, and supporting your work-life balance. We offer a comprehensive range of benefits to support every aspect of your life, including health, time off, retirement planning, and continuous learning opportunities. Our goal is to help you thrive physically, mentally, emotionally, and financially, so you can continue delivering exceptional care.

Join us in our mission to improve the health and well-being of our patients, members, and communities.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant because of race, color, sex, age, national origin, religion, sexual orientation, gender identify, status as a veteran and basis of disability or any other federal, state or local protected class.