Support Specialist (Non-IT Support Specialist) – Health and Human Services Full Time

The Marion County Health and Human Services Department is in search of an experienced support specialist to join our Electronic Health Records (EHR) Team within Administrative Services. The ideal candidate will not only provide excellent technical support and customer service but also have experience and skill in training others on electronic system processes and procedures and in the use of computer hardware and software – in person, online, and in writing. If you enjoy problem-solving, team collaboration, customer interaction, and working with computer applications, this may be the position for you!

GENERAL STATEMENT OF DUTIES
Journey level classification of the Information Services series, which applies specialized knowledge in department wide, multiple software applications; conducts training sessions; assists in design, implementation, maintenance, and configurating of systems and applications, and recommend policy or procedural changes to ensure effectiveness and efficiency of systems; provides technical assistance in and facilitates the use of computer hardware and software for a department; and performs related work as required.

SUPERVISION RECEIVED
Works under the general supervision of a supervisor who assigns work, establishes goals, and reviews work for conformance to technical standards and compliance with department goals.

SUPERVISION EXERCISED
Supervision of other employees is not a responsibility of positions in this classification.

The Marion County Health and Human Services (MCHHS) Support Specialist will be responsible for working as part of the Electronic Health Records (EHR) support team for the implementation and ongoing support of the EHR management system and other health information technology systems by:

• Supporting the EHR Team in managing the EHR Project team calendar, shared email resources, meeting agendas and minutes, and project task tracking tools.
• Participating in daily work huddles and weekly team meetings.
• Working within the EHR system to learn and become a super-user and a support resource for various system users.
• Serving as a resource to assist with testing and review various enabled and developed processes for functionality testing and assurance that various processes enable service delivery and data capture objectives.
• Providing support to the EHR Team members in EHR trainings, including preparing materials, setting up and providing technology support and chat moderation for virtual trainings, planning, setting up and providing facilitation of in-person new employee orientations, and posting and archiving training materials.

 
The Support Specialist will be responsible for Tier 1 technical support, including:

• Serving as first point of contact for providing support for day-to-day operations for EHR systems users. 
• Communicating technical issues to non-technical customers in a courteous, professional, thorough, and accurate manner.
• Manage incoming EHR communications, requests, and service tickets from EHR and other related technology system users by phone or email, entering and managing requests within the support ticketing system, and working to handle and/or triage the requests in collaboration with other members of the EHR Team.
• Support EHR user documentation and provide workflow process mapping for new and existing workflows.

Other duties as assigned by your supervisor.

Response Level 2: In the event of an emergency, employee makes a reasonable effort to report to work. Employee may be required to perform duties outside of their regularly assigned duties. Employee may be requested to work an extended or flexible schedule. Staff at this response level must complete Incident Command System 100 and 700 on-line or in-person training.

EXPERIENCE AND TRAINING

1. Two-year college degree or technical school degree related to computer applications; AND
2. Two years of experience in computer applications related to a specific department’s function(s); OR
3. Any satisfactory combination of work, education, training, or experience relevant to the position, as determined by Marion County.
   *   Certain positions may require proficiency in specific software.

SPECIAL REQUIREMENTS 

• Must pass a criminal history background investigation; however, conviction of a crime may not necessarily disqualify an individual for this classification.
• This position may be subject to the following:  Must not be excluded from participation in the federal health care programs (Medicaid, Medicare and other federally funded programs that provide health benefits); AND must not be excluded from participating in federal procurement (Federal Acquisition Regulation) and non-procurement activities (Executive Order No. 12549).
• This assignment is represented by a union. 
• This is a full-time position, which is eligible for overtime.
• Typical Work Schedule:  Monday through Friday, 8:00 am – 5:00 pm, with flexibility depending upon the needs of the department and program. 

KNOWLEDGE, SKILLS, AND ABILITIES
Knowledge of automated system security methods and procedures; training system practices and procedures; mini, micro and PC software applications; PC utilities and Standard Query Language (SQL); computer hardware and features of operating systems; data integrity control.

Skill and ability to provide technical assistance or training others in the use of computer hardware and software; resolve user problems; communicate effectively with user divisions and technical staff. Enforce standards and procedures in area of assignment; organize and write worksite instructions and procedures; code, test, debug, maintain and install computer applications and modify applications according to worksite requirements.

PHYSICAL REQUIREMENTS
Operates a motor vehicle; stands; sits up to 1/2 hour; moves about the work area; bends forward; lifts, pushes, and pulls items weighing up to 10 lbs.; carries items weighing up to 5 lbs. up to 30 feet; operates a keyboard; speaks with a clear and audible voice; reads a 12 pt. font; hears at a normal speech level; distinguish colors and shades; on rare occasion, will work in areas of heat, cold, humidity, dust, smoke, vibration, noise or that are uneven or wet. 

PUBLIC SERVICE LOAN FORGIVENESS
Marion County is a qualifying public employer for the Public Service Loan Forgiveness Program.  Through the Public Service Loan Forgiveness Program, full-time employees working at the County may qualify for forgiveness of the remaining balance on Direct Loans after 120 qualifying monthly payments under a qualifying repayment plan.  Questions about your loan eligibility should be directed to your loan servicer or the US Department of Education.

VETERANS’ PREFERENCE
Applicants are eligible to use Veterans’ Preference when applying with Marion County in accordance with ORS 408.225, 408.230, and 408.235 and OAR 105-040-0010 and 105-040-0015.  Preference will be awarded only if the applicant meets the minimum requirements of the position and attaches the required documentation at the time of application.

DOCUMENTS REQUIRED FOR VETERANS’ PREFERENCE

• One of the following:
  • MEMBER COPY 4 of the Certificate of Release or Discharge from Active Duty (DD Form 214 or 215); OR
  • Letter from the US Department of Veterans Affairs indicating receipt of a non-service connected pension; OR
  • Certification that discharge or release from active duty under honorable conditions will take place not later than 120 days after the submission of the certificate.

• In addition to one of the above documents, Disabled Veterans must also submit one of the following:
  • A copy of their Veterans disability preference letter from the Department of Veterans Affairs; OR
  • Certification that medical separation from active duty under honorable conditions will take place not later than 120 days after the submission of the certificate.

You can request copies of your military service record through the National Archives website at http://www.archives.gov/veterans/military-service-records/

Marion County is an Equal Opportunity, Affirmative Action, Veteran and Disability employer committed to increasing the diversity of its workforce.