IT Field Analyst II

Capital Health•Hopewell, VA

8d•Onsite

About The Position

Provides on-site advanced technical support to all Capital Health (CH) locations, resolving hardware, software, networking, telecom, and enterprise application issues. This role is responsible for leading and supporting hardware and software rollouts, contributing to enterprise-wide infrastructure initiatives, and mentoring junior analysts. The position requires advanced knowledge of desktop hardware, peripherals, and network configurations, expertise in application troubleshooting, telecom systems, VoIP, and softphone applications. It also involves diagnosing network connectivity issues, VLAN configurations, and enterprise Wi-Fi troubleshooting, with experience supporting EHR applications (Cerner, Epic) and ERP systems (Lawson, OnBase). The analyst will be proficient in hardware/software deployment and troubleshooting during system rollouts, possess strong communication skills for coordinating with cross-functional teams and supporting end users, and have the ability to mentor junior staff. Skilled in documenting implementation processes and contributing to post-rollout improvements.

Requirements

Associate degree in Information Technology, Computer Science, or a related field preferred. Equivalent work experience in IT support roles may be considered.
Three years' experience in IT field support, hardware troubleshooting, and enterprise application support.
CompTIA A+ (must be obtained within 6 months of hire).
Drivers License
Advanced knowledge of desktop hardware, peripherals, and network configurations.
Expertise in application troubleshooting, telecom systems, VoIP, and softphone applications.
Ability to diagnose network connectivity issues, VLAN configurations, and enterprise Wi-Fi troubleshooting.
Experience supporting EHR applications (Cerner, Epic) and ERP systems (Lawson, OnBase).
Proficient in hardware/software deployment and troubleshooting during system rollouts.
Strong communication skills for coordinating with cross-functional teams and supporting end users with the ability to mentor junior staff.
Skilled in documenting implementation processes and contributing to post-rollout improvements.

Nice To Haves

ITIL Foundation
Microsoft Modern Desktop Administrator
Network+

Responsibilities

Provides Tier 2 on-site technical support for IT-related issues, focusing on critical enterprise applications.
Leads the deployment of new IT systems and applications, ensuring successful implementation across departments.
Coordinates and executes hardware and software rollouts, including imaging, configuration, and site readiness.
Collaborates with project managers, infrastructure, and application teams to plan and support implementation timelines.
Conducts technical assessments and site audits to prepare for new system installations.
Provides on-site support during go-live events, addressing system and user issues in real time.
Assists with end user onboarding and training during new system deployments.
Documents implementation procedures and lessons learned to support continuous improvement.
Handles escalated telecom issues, including VoIP phone failures, call routing problems, and network-related voice quality issues.
Works alongside IT infrastructure and security teams to improve IT support processes.
Mentors IT Field Analyst 1 staff, providing guidance on troubleshooting best practices.