Job Description

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Job Details:

• Provide Tier 1 support for Division applications.
• Provide first level contact for incoming service requests.
• Review incoming service requests for knowledgebase solutions.
• Collect information from user for service requests.
• Track, route and redirect unresolved service requests to correct resources.
• Escalate complex issues to Tier 2 Service Desk resources.
• Provision application access.
• Identify and route Data Exceptions.
• Walk users through problem solving steps.
• Convey resolutions of service requests to users.
• Resolve and Close low-level service requests.
• Perform proper recording and documentation of activities and solutions.
• Perform periodic knowledge base review.
• Perform user access audits.
• Perform user acceptance testing.
• Research changes in pharmacies, hospitals, medications, and healthcare related datasets.

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