Technical Support Analyst

Provides first and second-level technical support for hardware, software, application, and infrastructure-related issues across a healthcare environment. This role responds to escalated service requests, troubleshoots end-user technology issues, supports IT projects, deploys equipment, and ensures exceptional customer service while maintaining operational coverage across multiple sites.

Responsibilities

• Provide first and second-level technical support for urgent and routine hardware, software, application, and infrastructure issues.
• Respond to escalated service desk tickets and resolve incidents within established service level agreements (SLAs).
• Troubleshoot and resolve problems related to desktops, laptops, printers, peripherals, operating systems, and business applications.
• Perform daily rounds throughout hospital and clinical locations to address technical issues, equipment replacements, printer support, and field service requests.
• Deploy, configure, install, and replace desktop systems, printers, and other IT equipment, ensuring accuracy, customer satisfaction, and timely completion.
• Provide onsite IT infrastructure support, including diagnosing and resolving hardware, software, and operating system issues.
• Maintain continuous communication with team members to ensure service coverage and effective workload management across supported locations.
• Travel between sites as needed to provide technical support and ensure coverage of critical business operations.
• Participate in IT projects and technology implementations by completing assigned tasks, tracking progress, and providing status updates to project managers.
• Balance project-related activities with daily support responsibilities while maintaining productivity and service quality standards.
• Conduct one-on-one training sessions with end users on hardware, software applications, and technology best practices.
• Assist with onboarding and training of new IT support technicians.
• Document support activities, resolutions, and technical procedures within the ticketing system.
• Prioritize work effectively based on business impact, urgency, and organizational needs.

Requirements

• Associate degree in Information Technology, Computer Science, or equivalent work experience.
• 2+ years of experience in Help Desk, Desktop Support, or IT Field Services.
• Experience supporting Windows operating systems, desktop hardware, printers, and peripheral devices.
• Knowledge of hardware and software troubleshooting methodologies.
• Experience working with ticketing systems and service management processes.
• Strong customer service, communication, and interpersonal skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Valid driver's license and ability to travel between supported locations as needed.

Preferred Qualifications

• Experience supporting healthcare or hospital environments.
• Familiarity with IT infrastructure technologies, including networking and endpoint management.
• Experience with technology deployments, migrations, and project implementations.
• CompTIA A+, Network+, ITIL, or similar certifications preferred.

Skills

• Technical Troubleshooting
• Customer Service Excellence
• Incident & Problem Resolution
• Time Management & Prioritization
• Team Collaboration
• Project Support
• End-User Training
• Communication Skills
• Adaptability & Flexibility
• Attention to Detail

Pay

The pay range for this position is $20.00 - $21.67/hr.

Benefits

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

Schedule

This is a Contract to Hire, fully onsite position based in Pittsford, NY.