Scientific Technologies Corporation
  • Public Health Services - Support
  • Scottsdale / Phoenix, AZ, USA
  • Full Time

There are tens of thousands of deaths each year from the flu. There are new measles cases occurring when it had been all but eradicated. Whooping cough still kills the young. The impact of pneumonia, cervical cancer, and many more diseases are diminished through the use of vaccines, public health prevention programs, and data intelligence. The battle is fought every day to ensure that individuals are prepared, proactive, and empowered for any event or outbreak ' from bioterrorism and newly emerging disease such as the Zika virus to the old diseases that never left.

Scientific Technologies Corporation (STC), a health technology innovation and services company, is on the front line of this battle with its mission to advance population health through information technology.

We are currently located in Scottsdale, Arizona, however are relocating to downtown Phoenix's Warehouse District later this year. We are excited to soon be part of this historic district which is now home to a number of creative and innovative companies, like us! 

Your Role and Impact
We are looking for our next outstanding Service Desk Support Analyst who will join our skilled team in providing critical Tier 1 software support to public health and medical professionals throughout the United States. As you identify, research and resolve a variety of technical issues, you will have the opportunity to make a significant impact to not only STC and our customers, but also on the lives of patients around the world.

Job Responsibilities
• Handle inbound service requests or incidents reported via phone, chat, e-mail or ticket system.
• Properly record, classify, and provide initial support for all requests or incidents reported, per standard operating procedures.
• Perform research and follow troubleshooting steps in order to provide first call resolution.
• Route requests to resolution groups when incidents are not resolved during initial support.
• Monitor the status and progress towards resolution of all open incidents.
• Provide a positive customer experience during the duration of any client engagements or interactions.
• Provide answers to clients by identifying problems; researching answers; guiding client through corrective steps.
• Ensure resolution confirmation and closure of incidents and service requests.
• Follow up with the client to provide updates on open issues.
• Improve client references by writing and maintaining documentation.
• Improve system performance by identifying problems.
• Accomplish information systems and organization mission by completing related results as needed.

Required Qualifications:
• Associate's Degree in IT, Health Care or Public Health; related work experience in supporting health care, service desk or customer service can be considered in lieu of degree.

• At least one to two years of Help Desk/Service Desk experience preferred.

Skills and Abilities:
• Must have exceptional customer relations skills and a commitment to excellent customer service.
• Ability to understand software systems and how clients use them.
• Ability to work with non-technical clients to gather business requirements and translate into technical specifications.
• Excellent oral and written communication skills. Requires tactful, continual and effective oral communications with customers. Requires extensive, clear and timely written documentation of issue statuses and reports.
• Experience supporting enterprise level, secure Web applications.
• Ability to see issues through to resolution.
• Ability to work flexible shifts (evenings, weekends and holidays are a possibility).
• Good analytical and troubleshooting skills with a demonstrated proficiency at technical problem solving/root cause analysis in order to identify issues and resolve.
• Familiarity and/or experience with software development and build processes.

Preferred Qualifications:
• Previous knowledge/experience of HL7, a plus.
• Previous knowledge/experience of Jira, a plus.
• Previous knowledge/experience of Agile methodology, a plus.
• Previous knowledge/experience of ITILv3 methodology, a plus.

Must be a United States citizen or have authorization to work in the United States as defined by the Immigration Act of 1986.

Scientific Technologies Corporation is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected Veteran status.


This position has been closed and is no longer available.
Scientific Technologies Corporation


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