Sr Technical Support Analyst (ONSITE)

The Sr Technical Support Analyst provides comprehensive operational support of technology infrastructure while leading technical initiatives across the healthcare system. This role combines hands-on technical expertise with leadership responsibilities, requiring the ability to manage multiple complex tasks, mentor junior staff, and drive continuous improvement in service delivery.

**Core Technical Responsibilities**

Monitor, troubleshoot, and resolve hardware, operating system, application, and desktop problems following documented procedures

Prepare, install, and remove hardware and software; connect hardware to network infrastructure

Provide operational support for technology systems and escalate complex issues to appropriate IS resources

Monitor and process support tickets, ensuring resolution according to SLA timelines

Troubleshoot basic network connectivity issues and work with vendors or IS staff to resolve application, operating system, desktop, network, and hardware issues

Perform pre-defined functions during downtime procedures, including departmental rounding and relaying pertinent information to the command center

**Documentation & Process Management**

Provide concise, timely, and detailed documentation of activities related to hardware/software service requests, installations, and removals

Maintain technical documentation of operational processes and procedures

Maintain departmental documentation including hardware and software inventories and billing records

Assure team maintains technical documentation and departmental records

**User Support & Education**

Provide one-on-one education and training to end users

Develop and deliver training programs for the department and new hire orientation

Perform spreadsheet, database, and word processing functions to support user needs

Develop and review appropriate service level expectations with customers

Facilitate outstanding service recovery and customer satisfaction

**Leadership & Team Development**

Lead teams across the healthcare system (not necessarily within IS) on projects and initiatives

Mentor and develop junior team members and peers; actively seek new ways to organize work to meet individual skills and strengths

Lead medium-sized project groups using defined methodology; recognize needs, propose ideas, and define scope, requirements, and timetables

Assist with annual staff assessments and performance evaluations

Resolve team conflicts and escalate appropriate issues to management with options and recommendations

**Strategic & Business Contributions**

Perform analysis to solve business or technological issues with little or no guidance

Demonstrate in-depth awareness of customers and their major business functions; recognize opportunities for process redesign and optimization

Participate in defining strategy and tactics; seek involvement in large and complex projects spanning IS and the organization

Demonstrate general understanding of healthcare operations outside area of expertise

Develop a network of industry peers outside the organization and bring best practices to the table

**Professional Competencies**

Manage multiple tasks simultaneously without supervision; effectively prioritize work of self, projects, and team members

Communicate verbally and in writing in a concise, articulate, tactful manner tailored to diverse audiences

Demonstrate ability to work independently and collaboratively with all levels and roles within the organization

Model consistent accountability, ownership, and commitment to quality work

Maintain proper security at all times and demonstrate core organizational values

Adjust quickly to new situations and display productive energy on work assignments

Actively seek learning opportunities to develop skills and stay current with industry direction

Provide and implement ideas for improving customer service and operational efficiency

Bachelor’s degree with 2 years experience in CIS, MIS, IS, Computer Science, Engineering or Business Administration with emphasis in information systems

OR

Equivalent experience (or the equivalent) in CIS, MIS, IS, Computer Science, Engineering or Business Administration with emphasis in information systems

*Technical Knowledge & Experience*

Background in information systems

Experience in complex multi-platform environments

Intermediate knowledge of Microsoft Windows operating systems and configuration

Intermediate knowledge of Microsoft Office and Internet Explorer

Familiarity with command line interface

Experience with Active Directory

Intermediate troubleshooting skills for computer hardware, operating systems, and desktop applications

Intermediate troubleshooting skills for peripheral devices (laser/inkjet printers, label printers, scanners, fax machines)

Ability to troubleshoot basic network connectivity issues

General understanding of networked environments

Working knowledge of Project Methodology

Ability to use email, voicemail, IM, and related technologies

*Professional Compete…