Analyst, Technical

Lifepoint Health•Brentwood, TN

4h•Onsite

About The Position

The Technical Analyst for the Health Support Center provides exceptional technical support to employees across the organization, handling both remote and in-office technology needs. This position serves as a key point of contact for technical issue resolution, device setup and troubleshooting, and end-user support. The role requires strong technical knowledge, excellent customer service skills, and the ability to work effectively in a fast-paced environment. The ideal candidate will combine technical expertise with clear communication skills to deliver high-quality IT support services.

Requirements

Proficiency in Windows and Mac operating systems troubleshooting and support
Experience with mobile device configuration and troubleshooting (iOS, Android)
Knowledge of basic network concepts and troubleshooting techniques
Proficiency in Microsoft 365 applications and services
Familiarity with remote desktop software and VPN technologies
Understanding of basic security practices and endpoint protection
Experience with ticketing systems and IT service management platforms, particularly ServiceNow
Knowledge of audio/visual equipment setup and troubleshooting
Ability to configure and troubleshoot various hardware peripherals
Understanding of cloud services and SaaS applications
Basic knowledge of Active Directory and user account management
Ability to diagnose and resolve technical issues methodically
Skill in researching solutions for unfamiliar problems
Capacity to prioritize multiple support requests based on urgency and impact
Creative thinking to develop workarounds when standard solutions aren't effective
Ability to recognize patterns in recurring issues
Understanding of when to escalate issues to specialized teams
Exceptional customer service orientation with empathy for user frustrations
Strong active listening skills to accurately identify user needs
Clear verbal communication skills for explaining technical concepts to non-technical users
Professional written communication for ticket updates and user instructions
Patience when dealing with varying levels of technical proficiency
Ability to remain calm and composed during high-pressure situations
Teamwork and collaboration with other technical support staff
Strong organizational and time management abilities
Attention to detail in documentation and problem resolution
Ability to follow established processes and procedures
Self-motivation and initiative to pursue solutions independently
Adaptability to changing priorities and technologies
Basic project management skills for handling multiple tasks
Commitment to continuous learning and skill development
Associate's degree in Computer Science, Information Technology, or related field (Bachelor's degree preferred)
2+ years of experience in technical support or help desk roles
Experience supporting both in-office and remote employees

Nice To Haves

Healthcare industry experience preferred
Experience with Microsoft 365, Windows and Mac operating systems, and mobile device support
Familiarity with healthcare compliance requirements (HIPAA)
Previous experience using ServiceNow or similar ITSM platforms
Experience providing technical support in a corporate environment
CompTIA A+ certification preferred
Microsoft certification(s) a plus
ITIL Foundation certification a plus

Responsibilities

Respond to and resolve technical support tickets in a timely manner according to established SLAs
Provide remote and in-person troubleshooting for hardware, software, and network issues
Set up and configure workstations, mobile devices, and peripherals for new and existing employees
Assist with white glove support services for executive leadership when required
Create and maintain accurate documentation of technical solutions and processes
Update the Configuration Management Database (CMDB) with accurate device and configuration information
Collaborate with other IT teams to escalate and resolve complex technical issues
Assist with the deployment and maintenance of software applications
Provide support for audio/visual equipment during meetings and presentations
Participate in on-call rotation to support after-hours technical emergencies
Support Microsoft 365 applications and services for end users
Contribute to knowledge base articles and support documentation
Assist with user account management and access control
Participate in IT projects and initiatives as assigned