HQM Application Support (Tier 1)

Job Summary:

We are seeking a motivated and detail-oriented Tier 1 Application Support Specialist to join our HQM (Healthcare Quality Management) support team. The ideal candidate will serve as the first point of contact for users encountering issues or inquiries related to HQM applications, providing prompt resolution or escalating to higher support tiers when necessary.

Key Responsibilities:

• Serve as the primary contact for end-users seeking technical assistance via phone, email, or ticketing system.
• Log, categorize, and prioritize all incoming support requests using the ITSM/helpdesk system.
• Provide first-level support for HQM applications, including user access, basic troubleshooting, and how-to guidance.
• Perform initial triage and investigation of incidents and service requests.
• Escalate complex or unresolved issues to Tier 2 or Tier 3 support teams according to established procedures.
• Follow up with users to ensure issue resolution and user satisfaction.
• Document known issues, FAQs, and solutions in the knowledge base.
• Collaborate with the HQM development and operations teams to report recurring problems and suggest improvements.
• Assist with user onboarding, including system access, training coordination, and application setup.
• Ensure all activities comply with company policies, data security standards, and applicable regulations (e.g., HIPAA if in healthcare).

Qualifications:

• Associate's or Bachelor’s degree in Computer Science, Information Technology, or related field preferred.
• 1–2 years of experience in IT support, helpdesk, or customer service role.
• Familiarity with HQM systems or healthcare/clinical quality management software is a plus.
• Proficiency with support tools such as ServiceNow, Zendesk, JIRA, or similar.
• Strong troubleshooting, problem-solving, and analytical skills.
• Excellent communication and interpersonal abilities.
• Ability to work in a fast-paced, customer-focused environment.
• Basic knowledge of SQL, XML, or application logs is a plus but not required.