Breakthrough

Receive calls from customers for both vended and custom applications; resolves problems, documents the resolution, and communicates the resolution to the customer. Escalates more complex problems to more senior team members based on Work Unit policies.
Troubleshoots application problems, maintains applications, and provides input on system configuration.
Assists with installation and troubleshooting of business area specific applications and equipment.
Provides support for both vended and custom developed applications.
May assist with application analysis, configuration, testing, training, and implementation of applications.
Possesses basic understanding of application interfaces and works with vendors or interface partners to configure.
Partners with customers to develop relationships and an understanding of business needs, goals, and objectives.
Represents customer-focused support and possesses oral and written communication and interpersonal skills to be able to effectively interact with customers, vendors, and other technical areas within and external to the department.
Works with the customers to implement configuration changes to the applications to meet business needs.
May be required to provide 24/7 on-call support
Interfaces routinely with colleagues who may be located at any of the Mayo Group practices to perform job responsibilities requiring virtual collaboration and partnership.

HS/GED with either 4 years’ experience in technician, operator, or Help Desk role; or 4 years of experience with software applications in a clinical assistant, medical assistant, or other related patient care role. Demonstrates problem solving skills.
Possesses hardware and software trouble-shooting skills.
Experience in a clinical area in a large healthcare institution is desirable.
Detail oriented.
Able to prioritize work.
Experience with one or more clinical applications demonstrating technical knowledge of systems beyond end-user skills is preferred.

During the selection process, you may participate in an OnDemand (pre-recorded) interview that you can complete at your convenience. During the OnDemand interview, a question will appear on your screen, and you will have time to consider each question before responding. You will have the opportunity to re-record your answer to each question - Mayo Clinic will only see the final recording. The complete interview will be reviewed by a Mayo Clinic staff member, and you will be notified of next steps.