Sr Technical Support Analyst (ONSITE)

Munson Healthcare•Traverse City, MI

2h•Onsite

About The Position

The Sr Technical Support Analyst provides comprehensive operational support of technology infrastructure while leading technical initiatives across the healthcare system. This role combines hands-on technical expertise with leadership responsibilities, requiring the ability to manage multiple complex tasks, mentor junior staff, and drive continuous improvement in service delivery.

Requirements

Background in information systems
Experience in complex multi-platform environments
Intermediate knowledge of Microsoft Windows operating systems and configuration
Intermediate knowledge of Microsoft Office and Internet Explorer
Familiarity with command line interface
Experience with Active Directory
Intermediate troubleshooting skills for computer hardware, operating systems, and desktop applications
Intermediate troubleshooting skills for peripheral devices (laser/inkjet printers, label printers, scanners, fax machines)
Ability to troubleshoot basic network connectivity issues
General understanding of networked environments
Working knowledge of Project Methodology
Ability to use email, voicemail, IM, and related technologies
Ability to work independently
Ability to follow detailed instructions
Strong written and verbal communication skills
Excellent customer service skills
Ability to accurately document customer issues in call logging systems
Experience with one-on-one user education
Ability to develop orderly project execution plans
Ability to collaborate with IT staff, vendors, and others to troubleshoot issues and develop documentation and processes
Ability to develop, assemble, and provide education on new processes

Nice To Haves

IT Project+ Certificate (or equivalent)
A+ Certification
MCDST Certification
Experience working with vendors
Intermediate knowledge of downtime operations
Basic knowledge of Apple hardware and operating systems
General knowledge of WAN/LAN networks and server environments
Experience leading small to mid-size IS projects
Experience managing hardware, software, and project budgets
Experience writing technical computer documentation
Ability to train and mentor staff
Development of staff capabilities (including evaluations, mentoring, and educating)
Commitment to lifelong learning and professional development

Responsibilities

Monitor, troubleshoot, and resolve hardware, operating system, application, and desktop problems following documented procedures
Prepare, install, and remove hardware and software; connect hardware to network infrastructure
Provide operational support for technology systems and escalate complex issues to appropriate IS resources
Monitor and process support tickets, ensuring resolution according to SLA timelines
Troubleshoot basic network connectivity issues and work with vendors or IS staff to resolve application, operating system, desktop, network, and hardware issues
Perform pre-defined functions during downtime procedures, including departmental rounding and relaying pertinent information to the command center
Provide concise, timely, and detailed documentation of activities related to hardware/software service requests, installations, and removals
Maintain technical documentation of operational processes and procedures
Maintain departmental documentation including hardware and software inventories and billing records
Assure team maintains technical documentation and departmental records
Provide one-on-one education and training to end users
Develop and deliver training programs for the department and new hire orientation
Perform spreadsheet, database, and word processing functions to support user needs
Develop and review appropriate service level expectations with customers
Facilitate outstanding service recovery and customer satisfaction
Lead teams across the healthcare system (not necessarily within IS) on projects and initiatives
Mentor and develop junior team members and peers; actively seek new ways to organize work to meet individual skills and strengths
Lead medium-sized project groups using defined methodology; recognize needs, propose ideas, and define scope, requirements, and timetables
Assist with annual staff assessments and performance evaluations
Resolve team conflicts and escalate appropriate issues to management with options and recommendations
Perform analysis to solve business or technological issues with little or no guidance
Demonstrate in-depth awareness of customers and their major business functions; recognize opportunities for process redesign and optimization
Participate in defining strategy and tactics; seek involvement in large and complex projects spanning IS and the organization
Demonstrate general understanding of healthcare operations outside area of expertise
Develop a network of industry peers outside the organization and bring best practices to the table
Manage multiple tasks simultaneously without supervision; effectively prioritize work of self, projects, and team members
Communicate verbally and in writing in a concise, articulate, tactful manner tailored to diverse audiences
Demonstrate ability to work independently and collaboratively with all levels and roles within the organization
Model consistent accountability, ownership, and commitment to quality work
Maintain proper security at all times and demonstrate core organizational values
Adjust quickly to new situations and display productive energy on work assignments
Actively seek learning opportunities to develop skills and stay current with industry direction
Provide and implement ideas for improving customer service and operational efficiency