Systems Support Specialist : Remote

Are you interested in joining a dynamic company that delivers successful in home treatment to clients with substance use disorder? If you are a competent, creative and capable Systems Support Specialist who can manage and support a field-based agency and meets or exceeds the following, we want to hear from you! Aware Recovery Care (ARC) offers a holistic approach to treatment and changes the way clients receive care throughout the country. ARC is a year-long, home based, addiction treatment program that works collaboratively with a multidisciplinary team to assist clients in their first year of recovery.Position Summary for Systems Support Specialist Tier 1:The Systems Support Specialist Tier 1 provides the initial point of contact via the ticketing system for staff having issues with the EMR and other systems. This role is responsible for handling basic system issues and troubleshooting issues. Assistance can be provided through the ticketing system, video conferencing, email or phone. The Systems Support Specialist Tier 1 assists in aiding staff in the understanding of System protocols. ** Starting salary is $45K-$52K **** This role is 100% remote ****Aware Recovery Care is an equal opportunity employer **Benefits HighlightsCoverage: Health, vision and dental through Anthem Blue Cross Blue Shield, FSA, HSA that comes with an employer match, along with STD, LTD, life insurance, EAP, and more.Balance: Competitive front loaded Paid Time Off (PTO) plan , 8 paid Holidays, 1 paid floating Holiday of your choice, and 1 day off for your birthday.Development: Certification/continuing education eligibility, leadership development and 1 paid day off a year to go towards personal professional development.Retirement: 401(k) retirement plan with 50% employer match up to 4%Culture: Great Place to Work certified #GPTW, dedication to diversity, equity and inclusion, and a growing working environment.*In order to be eligible for our full benefits package you must be employed full time at a minimum of 32 hours a week*Responsibilities
ESSENTIAL FUNCTIONS:Reasonable Accommodations Statement:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.Provide basic system support and assist direct care staff with systems within the organizationResponsible for researching and problem solving issues related to the EMR and other systems assignedTroubleshoot system issues that appear within the systems that our team supports, primarily the Electronic Medical Record.Responsible for participating in rollout of new and existing system changes inclusive of upgrades and new technology across the Aware organization.Accurately responds in a timely manner to requests for all systems via ticketing system ,emails, chat, etc.Fully research ticket requests and attempt to answer tickets before escalating tickets to Tier 2 and/or higherComplete system testing in Electronic Health Record and other systems as assigned for new releases and updatesWork collaboratively with Systems Manager, EHR Manager, EHR System Admin, and other Systems Support team members in on-going project workUtilize provided materials and knowledge to troubleshoot system issues that appear within systems that we supportProvide quality customer service and professional communication to staffAttend all Systems Support meetings as directed by the managerPerforms miscellaneous job-related duties as assignedKey Competencies:Appreciation and respect for principles of diversity, equity, and inclusion. Ability to engage with diverse audiences (age, gender, nationality, race/ethnicity, profession, etc.)
Strive to consistently to achieve excellence in all tasks and goals.Ability to translate technical information to common language that can be understood by the lay person.Comfortable with presenting information virtual and/or in-person.Required SkillsEducation:Associate’s Degree or higher in related fields preferred.Experience:1 year of experience using Aura and/or other electronic health/medical record systems.Knowledge of ARC policies and procedures required.Strong technological and analytical skills required.Experience working both independently and in a team-oriented, collaborative environmen required. 1 year of supporing in a help desl role and/or relevant training experience preferred. Computer Skills:Proficient in Microsoft Office Suite required. Certifications & Licenses:N/ACompetency Statement(s)Reliability – The trait of being dependable and trustworthy.Customer Oriented – The ability to take care of the customers’ needs while following company procedures.
Accountability – The ability to accept responsibility and account for his/her actions.
Ethical – Ability to demonstrate conduct conforming to a set of values and accepted standards.
Friendly – The ability to demonstrate a cheerful demeanor towards others.
Responsibility – Ability to be held accountable or answerable for one’s conduct.Autonomy – Ability to work independently with minimal supervision.Initiative – Ability to make decisions or take actions to solve a problem or reach a goal.Judgment – Ability to form a sound decision using the available information.Leadership – Ability to influence others to perform their jobs effectively and to be responsible for making decisions.
Management Skills – Ability to direct oneself and effectively supervise others.Motivation – Ability to inspire oneself and others to reach a goal and/or perform to the best of their ability.Adaptability – Ability to adapt to change in the workplace.Analytical Skills – Ability to use thinking and reasoning to solve a problem.
Strategic Planning – Ability to develop a vision for the future and create a culture in which the long-range goals can be achieved.
Self-Motivated – Ability to be internally inspired to perform a task to the best of one’s ability using his or her own drive or initiative.
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