Senior Tech Support Analyst
About The Position
We're looking for an experienced IT professional to provide advanced technical support for end users, clinical applications, Microsoft 365, and EMR systems. This role also serves as an escalation resource for the technical support team, helping deliver reliable technology solutions across our organization. If you enjoy solving complex problems and supporting a collaborative team, we'd like to hear from you. The Senior Technical Support Analyst serves as a senior-level, hands-on technical resource responsible for providing advanced end-user and application support across the organization. This role supports clinical and business users with Electronic Medical Records (EMR), clinical applications, Microsoft 365, and end-user computing technologies. In addition to resolving complex technical issues, the Senior Technical Support Analyst acts as an escalation point, subject matter expert, and mentor to other Technical Support Analysts, helping ensure consistent, high-quality IT service delivery in a mission-critical healthcare environment.
Requirements
- Associate or Bachelor’s degree in Information Technology, Computer Science, or related field, or equivalent experience
- 5+ years of experience in technical support or IT service delivery
- Demonstrated experience supporting Microsoft 365 and end-user computing environments
- Strong troubleshooting skills across hardware, software, and network-related issues
- Excellent communication, documentation, and customer service skills
- Ability to work independently and manage multiple priorities
Nice To Haves
- Experience working in a healthcare or regulated environment preferred
Responsibilities
- Provide advanced support and troubleshooting for healthcare applications, including EMR systems and other clinical tools
- Support Microsoft 365 services including Outlook, Teams, OneDrive, SharePoint, and Entra ID, and on-premises Active Directory
- Diagnose and resolve complex issues related to: Windows laptops and desktops, Mobile devices including iPhones, iPads, and other mobile devices, Printers, scanners, and peripheral devices, Local area networks (LAN), Wi Fi, and connectivity issues, Telecom systems such as Teams and RingCentral
- Serve as an escalation point for high-impact or unresolved technical issues, particularly those affecting clinical operations
- Deliver responsive, customer-focused support to clinicians, administrative staff, and volunteers
- Understand clinical workflows and prioritize issues that impact patient care or regulatory compliance
- Coordinate with vendors, application support teams, and infrastructure teams to resolve complex incidents
- Provide guidance and informal mentoring to Technical Support Analysts
- Assist with onboarding and training of new support staff
- Develop and maintain technical documentation, knowledge base articles, and troubleshooting guides
- Promote best practices for system usage, security, and efficiency
- Accurately document incidents, requests, and resolutions in the IT service management system
- Identify recurring issues and recommend improvements to processes, tools, or training
- Participate in testing, rollout, and support of new systems, applications, and hardware
- Support IT standards, policies, and procedures appropriate for a regulated healthcare environment
- Follow organizational policies related to information security, data privacy, and acceptable use
- Assist with device security, access management, and incident response as required
- Support compliance efforts related to HIPAA and internal IT security policies
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
Associate degree
