Technical Support Analyst (Onsite - Traverse City, MI) at Munson Healthcare in Traverse City, Michigan, United States

Job description

• A Day in the life
• A Technical Support Analyst is responsible for IT equipment implementation and support functions. Assists senior staff and project leaders in the configuration, maintenance and installation of IT equipment. This level is staffed by experienced staff with sufficient educational background and/or experience to qualify them to perform most tasks independently.
• Provides operational support of technology. Provides concise, timely and detailed documentation of activities related to hardware/software service requests, installations and removals.
• Responsible for maintenance of technical documentation of operational processes and procedures. Responsible for maintenance of departmental documentation including hardware and software inventories.
• Monitors and processes tickets. Monitors, troubleshoots and resolves hardware, operating system, application and desktop problems following documented procedures. Escalates more complex issues to appropriate IS resources.
• Responsible for preparation, installation and removal of hardware and software. Responsible for connection of hardware to the network.
• Required to work with vendors or other IS staff in resolving application, operating system, desktop, network and hardware issues. Performs pre-defined functions during downtime procedures including departmental rounding and relaying pertinent information to the command center. Performs spreadsheet, database and word processing functions.
• Maintains proper security at all times. Manages multiple tasks simultaneously without significant supervision. Provides ideas for improving customer service.
• Performs analysis to solve business or technological issues with occasional guidance. Provides one-on-one education to users.
• Performs other duties as assigned.

Responsibilities

• Responsible for IT equipment implementation and support functions.
• Assists senior staff and project leaders in the configuration, maintenance and installation of IT equipment.
• Provides operational support of technology.
• Provides concise, timely and detailed documentation of activities related to hardware/software service requests, installations and removals.
• Responsible for maintenance of technical documentation of operational processes and procedures.
• Responsible for maintenance of departmental documentation including hardware and software inventories.
• Monitors and processes tickets.
• Monitors, troubleshoots and resolves hardware, operating system, application and desktop problems following documented procedures.
• Escalates more complex issues to appropriate IS resources.
• Responsible for preparation, installation and removal of hardware and software.
• Responsible for connection of hardware to the network.
• Required to work with vendors or other IS staff in resolving application, operating system, desktop, network and hardware issues.
• Performs pre-defined functions during downtime procedures including departmental rounding and relaying pertinent information to the command center.
• Performs spreadsheet, database and word processing functions.
• Maintains proper security at all times.
• Manages multiple tasks simultaneously without significant supervision.
• Provides ideas for improving customer service.
• Performs analysis to solve business or technological issues with occasional guidance.
• Provides one-on-one education to users.
• Performs other duties as assigned.

Requirements

• What’s Required
• Bachelor's Degree (or the equivalent in CIS, MIS, IS, Computer Science, Engineering or Business Administration) with emphasis in information systems.
• Bachelor's degree (or the equivalent) in related field (e.g. statistics, mathematics, physics) with one-year related experience.
• Associate degree (or the equivalent in CIS, MIS, IS, Computer Science, Engineering or Business Administration) with emphasis in information systems and two years of related experience.
• High school diploma or GED and four years experience equivalent in CIS, MIS, IS, Computer Science, Engineering or Business Administration) with emphasis in information systems

Skills

Required

• IT equipment implementation and support
• Operational support of technology
• Maintenance of technical documentation
• Ticket monitoring and processing
• Escalation of complex issues
• Network connection
• Working with vendors and IS staff
• Performing downtime procedures
• Security maintenance
• Multitasking
• Customer service improvement
• One-on-one user education

Benefits

• Grow: Tuition reimbursement, in-person and online development, and access to our career hub to help you advance.
• Thrive: Full benefits, paid holidays, generous PTO, employee discounts, and free individual retirement counseling.
• Be Well: Free wellness platform for you and your family, plus personalized support for personal or family challenges.
• Be Heard: Share your ideas and help shape the way we work through improvement huddles, employee surveys, and town hall meetings