Support Analyst

TEKsystems•Pittsburgh, PA

3d•$20 - $22•Hybrid

About The Position

Help Desk Support (Hybrid) We are seeking a Product Operations Analyst to provide advanced technical support for healthcare technology platforms, integrations, and business-critical applications. This role serves as an escalation point for complex user issues and combines Help Desk, Application Support, and Production Operations responsibilities. This is a hybrid position with onsite training and onsite support requirements.

Requirements

Tier 2 Help Desk Support
Application Support
Desktop Troubleshooting
Incident Management
Root Cause Analysis
Ticket Management
User Account Administration
System Monitoring
Log Review and Analysis
API and Integration Support
SFTP/File Transfer Troubleshooting
Customer Service
Microsoft 365
Technical Documentation

Nice To Haves

Experience in a Help Desk, Service Desk, Desktop Support, Application Support, NOC, or Product Support environment.
Familiarity with ServiceNow, Jira, Zendesk, Salesforce, or similar ticketing platforms.
Experience troubleshooting user access issues, application errors, integration failures, and production incidents.
Strong understanding of escalation procedures, SLA management, and issue prioritization.
Ability to communicate effectively with both technical teams and non-technical end users.
Experience supporting enterprise applications in a healthcare, technology, or operations-focused environment.

Responsibilities

Provide Tier 2 technical support for business applications, user portals, integrations, and workflow systems.
Troubleshoot complex issues involving user access, application performance, data processing, APIs, file transfers, email delivery, SMS communications, and fax integrations.
Investigate incidents through log analysis, workflow validation, queue management, and production monitoring.
Support providers, physicians, patients, specialty pharmacies, manufacturer program teams, and internal stakeholders.
Monitor application health, scheduled jobs, integrations, APIs, message queues, and SFTP processes to identify and resolve operational issues.
Manage incidents through ticketing systems, document findings, and ensure timely resolution and communication.
Escalate and coordinate critical issues with development teams, engineering resources, and third-party vendors.
Validate software fixes, perform user acceptance testing, and verify production deployments.
Assist with system implementations, configuration updates, process improvements, and new program launches.
Maintain documentation, knowledge base articles, and troubleshooting procedures.