Job Category: Information TechnologyDegree Level: Technical/Other TrainingJob Description:POSITION SUMMARY:The Technical Analyst for the Health Support Center provides exceptional technical support to employees across the organization, handling both remote and in-office technology needs. This position serves as a key point of contact for technical issue resolution, device setup and troubleshooting, and end-user support. The role requires strong technical knowledge, excellent customer service skills, and the ability to work effectively in a fast-paced environment. The ideal candidate will combine technical expertise with clear communication skills to deliver high-quality IT support services.ESSENTIAL FUNCTIONS:
Respond to and resolve technical support tickets in a timely manner according to established SLAs
Provide remote and in-person troubleshooting for hardware, software, and network issues
Set up and configure workstations, mobile devices, and peripherals for new and existing employees
Assist with white glove support services for executive leadership when required
Create and maintain accurate documentation of technical solutions and processes
Update the Configuration Management Database (CMDB) with accurate device and configuration information
Collaborate with other IT teams to escalate and resolve complex technical issues
Assist with the deployment and maintenance of software applications
Provide support for audio/visual equipment during meetings and presentations
Participate in on-call rotation to support after-hours technical emergencies
Support Microsoft 365 applications and services for end users
Contribute to knowledge base articles and support documentation
Assist with user account management and access control
Participate in IT projects and initiatives as assigned
KNOWLEDGE, SKILLS & ABILITIES:The requirements listed below are representative of the knowledge, skills and/or abilities required.TECHNICAL SKILLS
Proficiency in Windows and Mac operating systems troubleshooting and support
Experience with mobile device configuration and troubleshooting (iOS, Android)
Knowledge of basic network concepts and troubleshooting techniques
Proficiency in Microsoft 365 applications and services
Familiarity with remote desktop software and VPN technologies
Understanding of basic security practices and endpoint protection
Experience with ticketing systems and IT service management platforms, particularly ServiceNow
Knowledge of audio/visual equipment setup and troubleshooting
Ability to configure and troubleshoot various hardware peripherals
Understanding of cloud services and SaaS applications
Basic knowledge of Active Directory and user account management
PROBLEM-SOLVING SKILLS
Ability to diagnose and resolve technical issues methodically
Skill in researching solutions for unfamiliar problems
Capacity to prioritize multiple support requests based on urgency and impact
Creative thinking to develop workarounds when standard solutions aren't effective
Ability to recognize patterns in recurring issues
Understanding of when to escalate issues to specialized teams
INTERPERSONAL SKILLS
Exceptional customer service orientation with empathy for user frustrations
Strong active listening skills to accurately identify user needs
Clear verbal communication skills for explaining technical concepts to non-technical users
Professional written communication for ticket updates and user instructions
Patience when dealing with varying levels of technical proficiency
Ability to remain calm and composed during high-pressure situations
Teamwork and collaboration with other technical support staff
OPERATIONAL SKILLS
Strong organizational and time management abilities
Attention to detail in documentation and problem resolution
Ability to follow established processes and procedures
Self-motivation and initiative to pursue solutions independently
Adaptability to changing priorities and technologies
Basic project management skills for handling multiple tasks
Commitment to continuous learning and skill development
DESIRED EDUCATION AND EXPERIENCE
Associate's degree in Computer Science, Information Technology, or related field (Bachelor's degree preferred)
2+ years of experience in technical support or help desk roles
Experience supporting both in-office and remote employees
Healthcare industry experience preferred
Experience with Microsoft 365, Windows and Mac operating systems, and mobile device support
Familiarity with healthcare compliance requirements (HIPAA)
Previous experience using ServiceNow or similar ITSM platforms
Experience providing technical support in a corporate environment
CERTIFICATIONS/LICENSURE:
CompTIA A+ certification preferred
Microsoft certification(s) a plus
ITIL Foundation certification a plus
PHYSICAL AND MENTAL DEMANDS:The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job responsibilities.While performing the duties of this job, the employee is occasionally required to stand; walk; sit for extended periods of time; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, bend, crouch or crawl; talk or hear; taste or smell. The employee must occasionally lift and/or move up to 20 pounds. Repetitive motion of upper body required for extended use of computer. Required specific vision abilities include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.WORK ENVIRONMENT AND TRAVEL REQUIREMENTS:Work environment characteristics described here are representative of those that an employee may encounter while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job responsibilities.Works in well-lit, ventilated and climate controlled office environment with routine office equipment; some equipment has moving mechanical parts.In hospital environment, may be exposed to hazards and unusual elements, which may include but are not limited to bloodborne pathogens and / or contagious illnesses, toxic chemicals, and biohazardous materials which may require extensive safety precautions and the use of protective equipment.Noise level in the work environment is typical for an office and/or hospital environment.Limited overnight travel (up to 5%) by land and/or air.About Us: Lifepoint Health is a leader in community-based care and driven by a mission of Making Communities Healthier. Our diversified healthcare delivery network spans 29 states and includes 63 community hospital campuses, 32 rehabilitation and behavioral health hospitals, and more than 170 additional sites of care across the healthcare continuum, such as acute rehabilitation units, outpatient centers and post-acute care facilities. We believe that success is achieved through talented people. We want to create places where employees want to work, with opportunities to pursue meaningful and satisfying careers that truly make a difference in communities across the country.About the Team: We employ and provide care to people from all walks of life. We are committed to promoting healing, providing hope, preserving dignity and producing value with an inclusive workforce in which diversity is leveraged, respected, and reflective of the patients, family members, customers and team members we serve.
