Technical Support Consultant

Position Summary

We are seeking a Technical Support Consultant to provide application and technical support for the TouchWorks EHR platform.

This role is responsible for troubleshooting client issues, managing support cases through ServiceNow, and collaborating with internal teams to deliver timely resolutions.

The ideal candidate will have experience in healthcare IT support, strong troubleshooting skills, and the ability to work effectively in a fast-paced client-facing environment.

Key Responsibilities


* Manage and resolve technical support cases for the TouchWorks EHR application using ServiceNow


* Troubleshoot application, database, integration, and performance-related issues


* Support EHR workflows, configurations, and healthcare-specific functionalities


* Investigate SQL, SSL certificates, and connectivity-related issues


* Collaborate with development and infrastructure teams to resolve complex problems


* Maintain accurate case documentation and contribute to knowledge base articles including Confluence


* Communicate effectively with clients and provide timely issue updates while meeting SLA expectations

Required Skills & Experience


* 2–5 years of experience in technical or application support roles


* 2+ years of experience supporting EHR or healthcare IT applications


* Experience with ServiceNow or similar ticketing platforms


* Strong troubleshooting and analytical skills


* Working knowledge of SQL and database level troubleshooting


* Understanding of healthcare IT standards such as HL7 and HIPAA


* Excellent communication and customer service skills

Preferred Qualifications


* Experience with troubleshooting enterprise level applications


* Familiarity with Incident and Change Management processes


* ITIL certification (preferred)


* Experience with Application Performance Monitoring tools

Education

Bachelor’s degree in computer science, Information Technology, or a related field (or equivalent professional experience).