Sr IT Enhanced Support Analyst

Fairview Health Services•Minneapolis, MN

17d•Onsite

About The Position

The Senior Enhanced Support Analyst provides expert, high-touch technology support to Fairview's Executive Leadership Team and their administrative staff. Known for discretion, professionalism, and service presence, this role ensures the smooth and secure operation of executive-facing technology through proactive support, rapid response, and tailored engagement. The Senior Analyst is a highly visible role requiring a blend of technical acumen, service excellence, and trusted communication. They are a seasoned support professional who works independently with minimal direction, delivering seamless experiences across devices, tools, and settings. While not responsible for leading a team, this individual serves as a trusted resource, subject matter expert, and mentor to peers. This role plays a key part in shaping executive support standards and improving service delivery.

Requirements

Associate of Arts Information Technology/Systems related technical field; or equivalent work experience
6 years + years' experience as technician IT support experience, including support of senior or executive-level users
3 years hands-on desktop and printer hardware support
3 years working in an enterprise (10,000+ users) or healthcare environment
2 years training of technical concepts to non-technical audiences
Excellent communication skills (verbal and written)
Experience training users on technical topics

Nice To Haves

Bachelor of Arts Information Technology/Computer Science or related technical field. or equivalent work experience.
7 years + years' experience as technician IT support experience, including support of senior or executive-level users
2 years Prior experience supporting Executive Team Members and their staff
2 years in-depth application support
Proven expertise with Apple (MAC) Microsoft Windows, O365, VPN, printing solutions, Citrix, conferencing tools (Zoom/Teams), and enterprise mobile devices (Apple/Android).
Experience contributing to IT service improvements or participating in cross-functional projects
A+
Network+
Mobility+
Microsoft Certified Professional (MCP)

Responsibilities

Serve as a primary support resource for C-suite and senior leaders, delivering discreet and responsive assistance across hardware, software, conferencing, and mobile tools.
Proactively maintain, monitor, and troubleshoot executive systems, ensuring minimal disruption and maximum usability.
Provide in-person and remote support, including critical meeting support and technology coordination during executive events.
Maintain detailed documentation of executive preferences and technical environments to ensure personalized, consistent service.
Coordinate with other IT teams to resolve incidents and relay executive feedback.
Responsible for managing direct dial support calls from executive level resources during business hours and ensuring the service is transitioned over to the Technology Service Center for after-hours support.
On-call required.