Technical Support Analyst - (Onsite - Grayling & Gaylord, MI)

Munson Healthcare•Grayling, MI

5d•Onsite

About The Position

The Technical Support Analyst implements and supports IT equipment and provides operational technology support. The role assists senior staff and project leaders with configuring, maintaining, and installing IT equipment. It is staffed by experienced personnel with sufficient education and/or experience to perform most tasks independently. The analyst documents hardware and software service requests, installations, removals, operational processes, and procedures, and maintains departmental hardware and software inventories. The role monitors and processes tickets; troubleshoots and resolves hardware, operating system, application, and desktop problems using documented procedures; and escalates complex issues to appropriate Information Systems resources. Responsibilities also include preparing, installing, removing, and connecting hardware and software to the network; coordinating with vendors and IS staff to resolve technical issues; performing defined functions during downtime procedures; using spreadsheet, database, and word-processing tools; maintaining security; managing multiple tasks with limited supervision; identifying customer-service improvements; analyzing business or technology issues with occasional guidance; and educating users one-on-one. This is a full-time, on-site position with a primary location in Grayling, Michigan, and a secondary location in Gaylord, Michigan. Munson Healthcare requires employees to be vaccinated or have lab-confirmed immunity for measles, mumps, rubella, and varicella. Employees must also receive an annual flu vaccine or have an approved medical or religious exemption.

Requirements

One of the following education and experience combinations is required: a bachelor's degree or equivalent in CIS, MIS, IS, Computer Science, Engineering, or Business Administration, with an emphasis in information systems.
Alternatively, a bachelor's degree or equivalent in a related field, such as statistics, mathematics, or physics, plus one year of related experience.
Alternatively, an associate degree or equivalent in CIS, MIS, IS, Computer Science, Engineering, or Business Administration, with an emphasis in information systems, plus two years of related experience.
Alternatively, a high school diploma or GED plus four years of experience equivalent in CIS, MIS, IS, Computer Science, Engineering, or Business Administration, with an emphasis in information systems.
Vaccination or lab-confirmed immunity for measles, mumps, rubella, and varicella; annual flu vaccination or an approved medical or religious exemption.

Responsibilities

Implement and support IT equipment and provide operational technology support.
Assist senior staff and project leaders with configuration, maintenance, and installation of IT equipment.
Document hardware and software service requests, installations, and removals in a concise, timely, and detailed manner.
Maintain technical documentation of operational processes and procedures, as well as departmental hardware and software inventories.
Monitor and process tickets.
Monitor, troubleshoot, and resolve hardware, operating system, application, and desktop problems using documented procedures; escalate complex issues to appropriate IS resources.
Prepare, install, and remove hardware and software, and connect hardware to the network.
Work with vendors and other IS staff to resolve application, operating system, desktop, network, and hardware issues.
Perform predefined functions during downtime procedures, including departmental rounding and relaying pertinent information to the command center.
Perform spreadsheet, database, and word-processing functions.
Maintain proper security at all times.
Manage multiple tasks simultaneously without significant supervision.
Provide ideas for improving customer service.
Analyze business or technological issues with occasional guidance.
Provide one-on-one education to users.
Perform other duties as assigned.