Sr Technical Support Analyst - Onsite

Munson Healthcare • Traverse City, MI

1d • Onsite

About The Position

The Sr. Technical Support Analyst provides complex business or technology solutions to customers and technical support team. May be asked to lead projects. Uses effective communication skills to consult with physicians and hospital staff. Understands the major business functions within the hospital and customer requirements. Installs new equipment and replaces old equipment. Helps IS teams resolve issues with existing and new equipment. This level requires seasoned staff with educational background and/or experience to perform tasks independently. This level coaches team members as requested and begins mentoring of individuals. Will be required to lead large, complex projects. Responsible for maintenance of departmental documentation including hardware and software inventories. Monitors and processes tickets. Monitors, troubleshoots and resolves hardware, operating system, application and desktop problems following documented procedures. Required to work with vendors or other IS staff in resolving application, operating system, desktop, network and hardware issues. Performs pre-defined functions during downtime procedures including departmental rounding and relaying pertinent information to the command center. Performs spreadsheet, database and word processing functions. Maintains proper security at all times. Provides and implements ideas for improving customer service. Performs analysis to solve business or technological issues with little or no guidance. Monitors trouble tickets and ensure they are resolved according to SLA timelines. Assures team maintains technical documentation of operational processes and procedures. Performs other duties as assigned.

Requirements

• Bachelor’s degree with 2 years' experience in CIS, MIS, IS, Computer Science, Engineering or Business Administration with emphasis in information systems
• Munson Healthcare requires all employees be vaccinated or have lab confirmed immunity for Measles, Mumps, Rubella and Varicella.
• MHC also requires all employees to receive a flu vaccine during the flu season in the year that they are hired and annually thereafter, or receive an approved medical or religious exemption.

Responsibilities

• Provides complex business or technology solutions to customers and technical support team.
• Leads projects.
• Consults with physicians and hospital staff.
• Understands the major business functions within the hospital and customer requirements.
• Installs new equipment and replaces old equipment.
• Helps IS teams resolve issues with existing and new equipment.
• Coaches team members as requested and begins mentoring of individuals.
• Leads large, complex projects.
• Responsible for maintenance of departmental documentation including hardware and software inventories.
• Monitors and processes tickets.
• Monitors, troubleshoots and resolves hardware, operating system, application and desktop problems following documented procedures.
• Works with vendors or other IS staff in resolving application, operating system, desktop, network and hardware issues.
• Performs pre-defined functions during downtime procedures including departmental rounding and relaying pertinent information to the command center.
• Performs spreadsheet, database and word processing functions.
• Maintains proper security at all times.
• Provides and implements ideas for improving customer service.
• Performs analysis to solve business or technological issues with little or no guidance.
• Monitors trouble tickets and ensure they are resolved according to SLA timelines.
• Assures team maintains technical documentation of operational processes and procedures.
• Performs other duties as assigned.

Benefits

• Tuition reimbursement
• In-person and online development
• Access to our career hub to help you advance.
• Full benefits
• Paid holidays
• Generous PTO
• Employee discounts
• Free individual retirement counseling.
• Free wellness platform for you and your family
• Personalized support for personal or family challenges.
• Share your ideas and help shape the way we work through improvement huddles, employee surveys, and town hall meetings

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees