Tier 1 Support Analyst

**Location:** Remote (U.S. based; Montana strongly preferred) **Status:** Full\-time, regular, non\-exempt **Reports to:** Director of Support Services **Organizational Overview:** Healthcare stakeholders formed Big Sky Care Connect (BSCC), a 501(c)(3\) nonprofit corporation, in 2018 to operate a health information exchange (HIE) in Montana. BSCC enables the secure sharing of vital healthcare information to improve the speed, quality, safety, coordination, and cost of patient care. BSCC serves as a state\-wide network and repository for patient health information, including comprehensive clinical and claims data, and offers HIE\-related services to the Montana healthcare community, connecting providers, payors, and patients. **Position Overview:** The Tier 1 Support Analyst serves as the first point of contact for users requiring assistance with system access, application functionality, and general support requests. This role is responsible for delivering prompt, professional, and effective frontline support by resolving common issues, providing user guidance, documenting incidents, and ensuring requests are routed appropriately when escalation is required. The Tier 1 Support Analyst plays a critical role in maintaining a positive user experience and supporting the overall success of the Health Information Exchange (HIE) platform. **KEY RESPONSIBILITIES** **Customer Support \& Request Management** * Respond to inbound support requests received through phone, support portal, and email channels. * Provide first\-contact resolution whenever possible through efficient troubleshooting and support. * Deliver courteous, professional customer service while maintaining established service level expectations. * Gather and document all necessary information to create accurate and complete support tickets. **User Account Administration** * Assist with user account creation and onboarding requests. * Process account deactivation requests in accordance with established procedures. * Perform password resets and account recovery support. * Troubleshoot multi\-factor authentication (MFA) login issues. * Answer questions related to user roles, permissions, and system access. **HIE Application Support** * Guide users through system login and navigation processes. * Assist users with viewing and accessing patient records within the HIE platform * Troubleshoot common data lookup and information retrieval issues. * Provide basic application guidance and usage support. * Support basic Enterprise Master Patient Index (EMPI) functions, including: + Identifying and documenting potential patient matching discrepancies. + Providing guidance on duplicate or incorrectly matched patient records. + Escalating complex patient identity and matching issues to the appropriate Tier 2 support team. **Incident Monitoring \& Escalation** * Verify system availability and review known incidents before troubleshooting issues. * Identify and do