Sr Technical Support Analyst (ONSITE)
Munson Healthcare
Summary
The Sr Technical Support Analyst provides comprehensive operational support of technology infrastructure while leading technical initiatives across the healthcare system. This role combines hands-on technical expertise with leadership responsibilities, requiring the ability to manage multiple complex tasks, mentor junior staff, and drive continuous improvement in service delivery.
Job description
Core Technical Responsibilities
- Monitor, troubleshoot, and resolve hardware, operating system, application, and desktop problems following documented procedures
- Prepare, install, and remove hardware and software; connect hardware to network infrastructure
- Provide operational support for technology systems and escalate complex issues to appropriate IS resources
- Monitor and process support tickets, ensuring resolution according to SLA timelines
- Troubleshoot basic network connectivity issues and work with vendors or IS staff to resolve application, operating system, desktop, network, and hardware issues
- Perform pre-defined functions during downtime procedures, including departmental rounding and relaying pertinent information to the command center
Documentation & Process Management
- Provide concise, timely, and detailed documentation of activities related to hardware/software service requests, installations, and removals
- Maintain technical documentation of operational processes and procedures
- Maintain departmental documentation including hardware and software inventories and billing records
- Assure team maintains technical documentation and departmental records
User Support & Education
- Provide one-on-one education and training to end users
- Develop and deliver training programs for the department and new hire orientation
- Perform spreadsheet, database, and word processing functions to support user needs
- Develop and review appropriate service level expectations with customers
- Facilitate outstanding service recovery and customer satisfaction
Leadership & Team Development
- Lead teams across the healthcare system (not necessarily within IS) on projects and initiatives
- Mentor and develop junior team members and peers; actively seek new ways to organize work to meet individual skills and strengths
- Lead medium-sized project groups using defined methodology; recognize needs, propose ideas, and define scope, requirements, and timetables
- Assist with annual staff assessments and performance evaluations
- Resolve team conflicts and escalate appropriate issues to management with options and recommendations
Strategic & Business Contributions
- Perform analysis to solve business or technological issues with little or no guidance
- Demonstrate in-depth awareness of customers and their major business functions; recognize opportunities for process redesign and optimization
- Participate in defining strategy and tactics; seek involvement in large and complex projects spanning IS and the organization
- Demonstrate general understanding of healthcare operations outside area of expertise
- Develop a network of industry peers outside the organization and bring best practices to the table
Professional Competencies
- Manage multiple tasks simultaneously without supervision; effectively prioritize work of self, projects, and team members
- Communicate verbally and in writing in a concise, articulate, tactful manner tailored to diverse audiences
- Demonstrate ability to work independently and collaboratively with all levels and roles within the organization
- Model consistent accountability, ownership, and commitment to quality work
- Maintain proper security at all times and demonstrate core organizational values
- Adjust quickly to new situations and display productive energy on work assignments
- Actively seek learning opportunities to develop skills and stay current with industry direction
- Provide and implement ideas for improving customer service and operational efficiency
Requirements
- Bachelor's degree with 2 years experience in CIS, MIS, IS, Computer Science, Engineering or Business Administration with emphasis in information systems OR equivalent experience
- Background in information systems
- Experience in complex multi-platform environments
- Intermediate knowledge of Microsoft Windows operating systems and configuration
- Intermediate knowledge of Microsoft Office and Internet Explorer
- Familiarity with command line interface
- Experience with Active Directory
- Intermediate troubleshooting skills for computer hardware, operating systems, and desktop applications
- Intermediate troubleshooting skills for peripheral devices (laser/inkjet printers, label printers, scanners, fax machines)
- Ability to troubleshoot basic network connectivity issues
- General understanding of networked environments
- Working knowledge of Project Methodology
- Ability to use email, voicemail, IM, and related technologies
- Ability to work independently
- Ability to follow detailed instructions
- Strong written and verbal communication skills
- Excellent customer service skills
- Ability to accurately document customer issues in call logging systems
- Experience with one-on-one user education
- Ability to develop orderly project execution plans
- Ability to collaborate with IT staff, vendors, and others to troubleshoot issues and develop documentation and processes
- Ability to develop, assemble, and provide education on new processes
- IT Project+ Certificate (or equivalent) preferred
- A+ Certification preferred
- MCDST Certification preferred
- Experience working with vendors preferred
- Intermediate knowledge of downtime operations preferred
- Basic knowledge of Apple hardware and operating systems preferred
- General knowledge of WAN/LAN networks and server environments preferred
- Experience leading small to mid-size IS projects preferred
- Experience managing hardware, software, and project budgets preferred
- Experience writing technical computer documentation preferred
- Ability to train and mentor staff preferred
- Development of staff capabilities (including evaluations, mentoring, and educating) preferred
- Commitment to lifelong learning and professional development preferred
Benefits
- Tuition reimbursement
- Paid holidays
- Generous PTO
- Employee discounts
- Retirement counseling
- Wellness platform
- Health benefits
Company overview
Munson Healthcare is a comprehensive regional healthcare system serving northern Michigan and the surrounding areas. As a leading healthcare provider in the region, Munson Healthcare operates multiple hospitals, medical centers, and outpatient facilities across a 25-county service area. The system is anchored by Munson Medical Center in Traverse City, which serves as the region's tertiary referral center and Level II Trauma Center. Munson Healthcare provides a full spectrum of medical services including primary care, specialty care, emergency services, surgical services, cancer care, heart and vascular services, women's health, and behavioral health services. The organization is committed to delivering high-quality, patient-centered care while also focusing on community health initiatives and preventive care programs. With a strong emphasis on clinical excellence and innovation, Munson Healthcare collaborates with academic medical centers and participates in clinical research to bring advanced medical treatments to the communities it serves. The healthcare system plays a vital role in the regional economy and public health infrastructure of northern Michigan.