IT Technical Support Analyst

Surgery Partners, Inc•Brentwood, TN

34d•Hybrid

About The Position

The Technical Support Analyst is responsible for effective, primary technical support for Surgery Partners' customers, both internal and external. The individual provides the initial assessment, triage, research, and resolution of basic incidents and requests regarding application software products and/or infrastructure components. The Technical Support Analyst is responsible for collecting information through a customer conversation, accessing company support tools, and additional support staff if needed.

Requirements

Associate (2-year) degree, or comparable experience.
Strong customer service skills.
Strong initiative and ability to work in a team environment.

Nice To Haves

Preferred certifications:
CompTIA A+
Google IT Support Professional Certificate
ITIL Foundation
Healthcare technology experience preferred.

Responsibilities

Addresses and solves all basic incidents and requests.
Logs all requests within Surgery Partners' helpdesk ticketing system. Follows up with other support staff involved in the resolution to ensure incidents are resolved, requests fulfilled, and the customer communication is complete.
Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude.
Ensures the end-to-end customer experience and provides a single point-of-contact for the customer.
Analyzes and resolves incidents and requests regarding use of application software or hardware.
Documents resolutions and updates appropriate self-help, FAQ, and knowledge bases.
Provides after hours and on-call support as needed.
Other duties as required.