Tech Analyst II

Responsibilities

• Travel between assigned practice locations to deliver prompt, in-person IT support for hardware, software, networking, and clinical systems.
• Respond rapidly to emergency or escalated technical issues at practice sites, keeping stakeholders informed and ensuring minimal disruption to patient care.
• Deliver end-user support by resolving service desk tickets both on-site and remotely, assisting with hardware, software, and network issues, and escalating when necessary to ensure timely resolution and user productivity.
• Collaborate with the wider IT team to coordinate technical projects and system updates across practices.
• Keep customers and teammates updated consistently from initial ticket submission through resolution of the technology issues.
• Maintain documentation in ServiceNow & ITGlue.
• Successfully follow established protocols, processes and policies as outlined and presented by leadership via email, training material and team meetings
• Log and track problems; proactively maintaining problem-tracking databases as part of the resolution process.
• Troubleshoot and escalate customer issues for which Support Analysts are unable to resolve.

Qualifications

• Bachelor’s degree in information systems or healthcare related field is preferred
• 3 – 5 years of recent experience in an IT role, service desk, and helpdesk
• Healthcare related experience is a plus
• ITIL certifications is a plus
• Basic certification in A+ and Microsoft Products is preferred; education and/or demonstrated experience may be substituted