Job Descriptions: Become a champion for children’s health with a career at Children’s Hospital Association. We serve with purpose and passion to help 220 member children’s hospitals improve kids’ health and well-being. Where You’ll Work This position is based in our Washington, D.C. office. We leverage a hybrid working model working three days in the office, two days optional remote work. What You’ll Do This new position will report to the Director of IT Operations and Support and will provide support for members in all data access requests, troubleshooting issues as necessary while providing a high level of customer service. + Provide support for member tickets and emails received by the external support queue, ensuring that proper access and security is being granted. + Manage resolution of support requests, collaborating with cross-department staff to provide comprehensive explanations. + Provide required access for onboarding of hospitals to include primary contacts and approved hospital staff, ensuring the appropriate level of access is granted. + Troubleshoot member issues with access utilizing extensive troubleshooting techniques to resolve the issue before escalating. + Participate in first level technical support as needed. + Enter all problems and updates into the ticketing system, maintaining proper documentation. Required Experience: What You’ll Bring to CHA Any combination of education and experience providing the required skill and knowledge is qualifying: + Associate degree in business, technology, or related field preferred. + Minimum of 3 years’ experience providing application and/or product support. + Experience working with large relational databases. + Health care experience is preferred. + Strong critical thinking, data analysis, and problem-solving skills. + Excellent communication and customer service skills. + Strong time and project management skills. + Ability to work independently within a team environment. Our Perks and Benefits: + Competitive total compensation package + Medical, dental and vision insurance + Retirement Savings program with generous company contribution + Hybrid working model + Health Savings Account with company contribution + Wellness program + Paid time off and personal days + 9 paid holidays + Paid Parental Leave + DC Commuter benefits + And more! More About CHA This pay range shown is a guideline. Min: $65,000 Max: $134,000. Compensation is based on factors such as qualifications, skill level, and competencies; compensation is based on the role's location and is subject to change based on work location. Diversity, Equity and Inclusion CHA is committed to advancing diversity, equity and inclusion within our organization, our membership, the care delivery of children’s hospitals and their communities and through the federal policymaking environment. With children’s hospitals we strive to ensure organizational cultures where everyone feels valued and actively participates in the mission of our organizations. Racism stands firmly in the way of improving children’s health. We remain vigilant in our quest for a diverse and inclusive com­munity and in standing against racism and discrimination wherever it exists. Equal Opportunity Employer All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin, and protected veteran status, or disability status. Visa sponsorship is not available for this position. Keyword: Support Analyst From: Children's Hospital Association