MIS Support Analyst

Position Overview

The Management Information System (MIS) Support Analyst provides technical support to HealthStream employees and contractors. This role serves as a primary point of contact for hardware, software, account access, device setup, and troubleshooting needs. The IT Support Specialist works to resolve technical issues efficiently while delivering excellent customer service and supporting the HealthStream's technology environment.

Key Responsibilities

• Interface with employees and contractors to provide technical support while delivering a high level of customer service and ensuring a positive end-user experience.
• Coordinate onboarding, offboarding, and employee transitions by provisioning user accounts, granting appropriate access, configuring and deploying hardware, and ensuring compliance with security and access management procedures.
• Diagnose, troubleshoot, and resolve hardware, software, operating system, application, and connectivity issues while communicating effectively with users and meeting established service expectations.
• Develop and maintain knowledge articles and documentation while tracking key metrics to identify trends, improve processes, and enhance service delivery.
• Research and evaluate new technologies, tools, and support practices to identify opportunities for improving existing services.
• Collaborate with MIS team members to share knowledge, support cross-training efforts, and provide backup coverage.
• This role is required to participate in the on-call schedule of 7 days, which rotates on a monthly or bi-monthly basis. This is subject to change based on business need.
• You will be responsible for adhering to all HealthStream security policies, procedures, and assigned training.

Qualifications

• Minimum of three (3) years of experience providing IT support in a business or enterprise environment.
• Associate's or Bachelor's degree in Computer Science, Information Systems, Engineering, or a related field preferred but not required.
• CompTIA A+ Certification preferred but not required.
• Experience supporting Microsoft Windows, Microsoft 365, and end-user devices preferred.
• Experience with endpoint management, account administration, and ticketing systems preferred.
• Strong experience providing end-user technical support in a business or enterprise environment.
• Proficiency with Microsoft technologies, including Windows 10/11, Microsoft 365, Active Directory, and user account/profile management.
• Knowledge of PC hardware, peripherals, and basic networking concepts and troubleshooting.
• Experience deploying and supporting desktops and laptops using tools such as Microsoft Intune and JAMF.
• Experience supporting business applications in a Windows-based environment.
• Strong troubleshooting, analytical, and problem-solving skills with the ability to resolve technical issues efficiently.
• Excellent customer service, communication, and interpersonal skills.
• Customer Service oriented.
• Supports the mission and goals of the company.
• Demonstrates integrity and strong ethical standards.
• Committed to quality and its continuous improvement.
• Solves problems proactively.
• Committed to learning better and more efficient ways to accomplish tasks.
• Self-management and ownership of work assigned.

Compensation

The salary range for this position is $55,727 - $58,349. Salary will be determined by the candidate’s level of experience and qualifications. Compensation will be commensurate with skills, relevant experience, and performance in similar roles.

Benefits

HealthStream offers a comprehensive benefits package to eligible employees, including:

• Medical, Dental and Vision insurance
• Paid Time Off
• Parental Leave
• 401k and Roth
• Flexible Spending Account
• Health Savings Account
• Life Insurance
• Short- and Long-Term Disability
• Medical Bridge Insurance
• Critical Illness Insurance
• Accident Insurance
• Identity Protection
• Legal Protection
• Pet Insurance
• Employee Assistance Program
• Fitness Reimbursement