Analyst, Technical

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

Problem-solving Skills

Interpersonal Skills

Operational Skills

Desired Education And Experience

Certifications / Licensure

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.

Job Details

Note : This description reflects the current role and responsibilities; other duties may be assigned as needed.

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