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We work to fight poverty and achieve social justice by empowering women and girls. www.CARE.org
Systems Support Analyst
Location
United States
Posted
64 days ago
Salary
$24 - $34 / hour
Seniority
Senior
Job Description
Systems Support Analyst
CARE
• Serve as the initial point of contact for end user inquiries, delivering timely, high-quality support via phone, email, and chat to Care Access frontline staff. • Build and maintain strong, trust-based relationships with end users by demonstrating empathy, active listening, and a deep understanding of their day-to-day workflows and challenges. • Translate technical concepts into clear, practical guidance that enables frontline teams to operate efficiently and confidently. • Troubleshoot and resolve application and system issues, accurately distinguishing between user error, workflow gaps, configuration issues, and system-level defects. • Document issues thoroughly and escalate complex technical challenges to developers, Technical Project Managers (TPMs), and cross-functional partners as needed, providing clear context, reproduction steps, and impact assessment. • Track issues through resolution, ensuring appropriate follow-up and communication with end users. • Stay current on product updates, enhancements, and feature releases to provide accurate, up-to-date support. • Serve as an owner or administrator for assigned systems or tools, ensuring appropriate configuration, access, documentation, and ongoing usability. • Partner cross-departmentally to align technical solutions with operational needs and frontline realities. • Proactively surface patterns, recurring issues, and system gaps, contributing insights that improve scalability, efficiency, and user experience.
Job Requirements
- Ability to work independently with minimal supervision and collaboratively, high level of self-motivation and energy with the ability to problem-solve in chaotic environments.
- Verbal and written communication skills as evidenced by positive interactions with coworkers and management.
- Work cross-functionally and collaboratively with other team members to accomplish mutual goals. Bring a positive and supportive attitude to achieving these goals.
- Ability to balance tasks with competing priorities and bring critical thinking into discussions, curiosity, and passion to learn, innovate, able to take thoughtful risks, and get things done.
- Work with many different departments and identify problems that staff and others face in the operations/industry.
- Maintain a positive attitude under pressure.
- Relevant professional experience supporting healthcare, clinical research, or operational technology environments may be considered in lieu of a formal degree.
Benefits
- Paid Time Off (PTO) and Company Paid Holidays
- 100% Employer paid medical, dental, and vision insurance plan options
- Health Savings Account and Flexible Spending Accounts
- Bi-weekly HSA employer contribution
- Company paid Short-Term Disability and Long-Term Disability
- 401(k) Retirement Plan, with Company Match
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