Support Services Tier 2 Tech Analyst, FT, Variable Shift

Prisma Health•Greenville, SC

21d

About The Position

Provides advanced technical support to end-users within Prisma Health. Responsible for diagnosing, troubleshooting, and resolving a wide range of complex software, hardware, and infrastructure issues. Role requires strong analytical and problem-solving skills, excellent communication abilities, and a deep understanding of IT support best practices. Essential Functions All team members are expected to be knowledgeable and compliant with Prisma Health's values: Inspire health. Serve with compassion. Be the difference.

Requirements

Education - High School diploma or equivalent. Associate’s degree in information technology or related field preferred.
Experience - Two (2) years of experience in IT support, including experience with troubleshooting complex technical issues, providing remote support, and/or utilizing ticketing systems
In Lieu Of In lieu of the educational and experience requirements listed above, an equivalent combination of work/academic experience may be considered (i.e., Associate degree and no experience)
Team members employed in this job prior to July 1, 2020, are grandfathered under prior educational and experience requirements. In addition, team members must be certification eligible and will have one year to obtain required certification.
ITIL Foundation certification or equivalent preferred.
A+ or Network+ certifications preferred
Excellent written and verbal communication skills.
Strong analytical and problem-solving skills.
Ability to effectively communicate technical information to non-technical users.
Strong customer service orientation.
Ability to work independently and as part of a team.
Strong attention to detail and organizational skills.
Proficient in Microsoft Office Suite.
Experience with remote support tools (e.g., Beyond Trust, Remote Desktop).
Knowledge of healthcare IT environments preferred.

Responsibilities

Diagnoses and troubleshoots complex technical issues related to: desktop operating systems (Windows, macOS), applications (Office 365, Epic, etc.), network connectivity and peripherals, and/or hardware malfunctions
Provides remote technical support to end-users.
Documents all support interactions, resolutions, and workarounds in the ITSM system.
Escalates unresolved issues to Tier 3 support or other relevant teams, as needed.
Identifies and resolves recurring issues.
Contributes to the development and maintenance of knowledge base articles and support documentation.
Participates in team meetings and training sessions to enhance technical skills and knowledge.
Adheres to all relevant service level agreements (SLAs) and security protocols.
Collaborates with other IT teams and departments.
Participates in on-call rotation as required.
Performs other duties as assigned.