Senior Tech Support Analyst

SUMMARY

The Senior Technical Support Analyst serves as a senior-level, hands-on technical resource responsible for providing advanced end-user and application support across the organization. This role supports clinical and business users with Electronic Medical Records (EMR), clinical applications, Microsoft 365, and end-user computing technologies. In addition to resolving complex technical issues, the Senior Technical Support Analyst acts as an escalation point, subject matter expert, and mentor to other Technical Support Analysts, helping ensure consistent, high-quality IT service delivery in a mission-critical healthcare environment.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Advanced Technical Support

• Provide advanced support and troubleshooting for healthcare applications, including EMR systems and other clinical tools
• Support Microsoft 365 services including Outlook, Teams, OneDrive, SharePoint, and Entra ID, and on-premises Active Directory
• Diagnose and resolve complex issues related to:
• Windows laptops and desktops
• Mobile devices including iPhones, iPads, and other mobile devices
• Printers, scanners, and peripheral devices
• Local area networks (LAN), Wi-Fi, and connectivity issues
• Telecom systems such as Teams and RingCentral

• Service as an escalation point for high-impact or unresolved technical issues, particularly those affecting clinical operations

• Clinical & Business User Support

• Deliver responsive, customer-focused support to clinicians, administrative staff, and volunteers
• Understand clinical workflows and prioritize issues that impact patient care or regulatory compliance
• Cookordination with vendors, application support teams, and infrastructure teams to resolve complex incidents

• Mentorship & Knowledge Sharing

• Provide guidance and informal mentoring to Technical Support Analysts
• Aid with onboarding and training of new support staff
• Develop and maintain technical documentation, knowledge base articles, and troubleshooting guides
• Promote best practices for system usage, security, and efficiency

• Process, Documentation & Quality

• Accurately document incidents, requests, and resolutions in the IT service management system
• Identify recurring issues and recommend improvements to processes, tools, or training
• Participate in testing, rollout, and support of new systems, applications, and hardware
• Support IT standards, policies, and procedures appropriate for a regulated healthcare environment

• Security & Compliance

• Follow organizational policies related to information security, data privacy, and acceptable use
• Assist with device security, access management, and incident response as required
• Support compliance efforts related to HIPAA and internal IT security policies

EDUCATION and/or EXPERIENCE

• Education and/or Experience

• Associate or Bachelor’s degree in Information Technology, Computer Science, or related field, or equivalent experience
• 5+ years of experience in technical support or IT service delivery
• Demonstrated experience supporting Microsoft 365 and end-user computing environments
• Strong troubleshooting skills across hardware, software, and network-related issues
• Experience working in a healthcare or regulated environment preferred
• Excellent communication, documentation, and customer service skills
• Ability to work independently and manage multiple priorities

CERTIFICATES, LICENSES, REGISTRATIONS

• If required to drive to carry out the duties of this position, current driver's license and automobile insurance as required by Tennessee State Law.