MHN User Support Analyst II

Marshall Health Network•Huntington, WV

About The Position

Marshall Health Network is seeking a customer-focused and technically skilled User Support Analyst II to provide support for end-user technology across its healthcare system. The role provides on-site and remote technical support and helps maintain reliable, secure, and efficient technology operations throughout the organization. The analyst supports a variety of hardware and software platforms, assists employees with technology use, and resolves issues through the Help Desk and in collaboration with other Information Services team members.

Requirements

Bachelor's degree in Information Technology, Computer Science, or a related field, or an equivalent combination of education and experience.
Two to four years of technical support experience.
Experience supporting Windows-based desktop environments and end-user technologies.
Strong troubleshooting and problem-solving skills.
Excellent customer service and interpersonal skills.
Professional phone, email, and in-person communication abilities.
Working knowledge of Microsoft Office and Microsoft operating systems.
Familiarity with Active Directory, user account administration, and security permissions.
Understanding of PC hardware, peripheral devices, and basic networking concepts.
Ability to manage multiple priorities in a fast-paced environment.
Strong documentation and organizational skills.
Ability to explain technical concepts to users with varying levels of technical knowledge.

Nice To Haves

Industry certifications such as CompTIA A+, Microsoft, or ITIL.
Healthcare or hospital IT experience.

Responsibilities

Install, configure, maintain, troubleshoot, and upgrade desktop computers, laptops, printers, telephones, mobile devices, and related hardware.
Provide on-site and remote technical support for hardware, software, email, and network connectivity issues.
Respond to and resolve Help Desk tickets in accordance with established service level agreements.
Document troubleshooting steps, solutions, and support activities in the ticketing system and knowledge base.
Set up new user accounts, reset passwords, unlock accounts, and support user access requests.
Assist employees with software applications, hardware devices, email, and internet connectivity.
Monitor, prioritize, and escalate support requests as appropriate.
Perform hardware diagnostics, repairs, installations, and equipment replacements.
Maintain inventory records for desktop equipment and related technology assets.
Support wireless connectivity and basic network troubleshooting.
Collaborate with Information Services team members to resolve technical issues and improve support processes.
Educate end users on technology best practices, security awareness, and organizational IT procedures.
Participate in Help Desk coverage and on-call support activities.
Contribute to continuous improvement initiatives focused on customer service and operational efficiency.