Level I Application Support Analyst, Remote



IT, Customer Service
Bethesda, MD, USA
Posted on Thursday, February 22, 2024
Aledade is currently recruiting for a Level I - Application Support Analyst! Our internal and external product users depend on Level I - Application Support Analysts for technical assistance to include triaging defects, identifying product solutions for evolving needs, and product training. Our level II and III support analyst will depend on this individual for excellent triage and documentation skills of reported issues prior to escalation.
This role will support our internal and external application users by resolving application-specific issues in a timely manner. This will require gathering enough detail from the reporter to analyze and diagnose a root cause or escalate to a higher tier within the application support team. Once complete this role is responsible for communicating the issue and root cause to all necessary internal and external application users. They will also work with Product and Engineering in an agile fashion through the resolution of each issue, at which point they will be responsible for closing the loop with all affected parties.

Primary Duties:

  • Triage new issue reports and requests received from internal and external users
  • Validate issues reported by application users
  • Identify severe issues that have not been escalated to Tech
  • Produce and/or review technical documentation
  • Resolve and debug issues identified by application users
  • Use technical documentation to resolve known issues independently
  • Use basic SQL for code debugging and backend testing purposes
  • Assist with defect debugging and final root cause diagnosis
  • Develop subject matter expertise related to product functionality and workflows
  • Act as the liaison between Aledade employees working in the field and the Engineering and Product teams
  • Produce technical defect documentation for Engineering
  • Own Aledade’s emergency support ticket process with the Field team

Minimum Qualifications:

  • Minimum of one (1) year of technical support or equivalent job experience

Preferred Qualifications:

  • Bachelor’s Degree in Computer Science or equivalent job experience
  • Experience with using SQL queries to aid with defect detection and debugging
  • Strong technical and analytical mindset with in-depth understanding of how web and mobile application stacks work
  • Expert in triaging tickets to include root cause analysis, diagnosis, and escalation through resolution
  • Excellent interpersonal, verbal and written communication skills with both technical and non-technical audiences
  • Excellent technical skills to comprehend, resolve and/or escalate product issues and enhancements
  • Ability to effectively prioritize and manage time while being courteous and professional at all times
  • Ability to assess and prioritize a large queue based on factors such as high-volume issues, security compromise, or defects that block an end user’s ability to perform major workflows
  • Healthcare industry experience is a plus
Who We Are:
Aledade, a public benefit corporation, exists to empower the most transformational part of our health care landscape - independent primary care. We were founded in 2014, and since then, we've become the largest network of independent primary care in the country - helping practices, health centers and clinics deliver better care to their patients and thrive in value-based care. Additionally, by creating value-based contracts across a wide variety of payers, we aim to flip the script on the traditional fee-for-service model. Our work strengthens continuity of care, aligns incentives, and ensures primary care physicians are paid for what they do best - keeping patients healthy. If you want to help create a health care system that is good for patients, good for practices and good for society - and if you're eager to join a collaborative, inclusive and remote-first culture - you've come to the right place.
What Does This Mean for You?
At Aledade, you will be part of a creative culture that is driven by a passion for tackling complex issues with respect, open-mindedness and a desire to learn. You will collaborate with team members who bring a wide range of experiences, interests, backgrounds, beliefs and achievements to their work - and who are all united by a shared passion for public health and a commitment to the Aledade mission.
In addition to time off to support work-life balance and enjoyment, we offer the following comprehensive benefits package designed for the overall well-being of our team members:
Flexible work schedules and the ability to work remotely are available for many roles
Health, dental and vision insurance paid up to 80% for employees, dependents, and domestic partners Robust time off plan 21 days of PTO in your first year 2 Paid Volunteer Days & 11 paid holidays
12 weeks paid Parental Leave for all new parents
6 weeks paid sabbatical after 6 years of service
Educational Assistant Program & Clinical Employee Reimbursement Program
401(K) with up to 4% match
Stock options
And much more!
At Aledade, we don’t just accept differences, we celebrate them! We strive to attract, develop, and retain highly qualified individuals representing the diverse communities where we live and work. Aledade is committed to creating a diverse environment and is proud to be an equal opportunity employer. Employment policies and decisions at Aledade are based on merit, qualifications, performance, and business needs. All qualified candidates will receive consideration for employment without regard to age, race, color, national origin, gender (including pregnancy, childbirth or medical conditions related to pregnancy or childbirth), gender identity or expression, religion, physical or mental disability, medical condition, legally protected genetic information, marital status, veteran status, or sexual orientation.
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