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Munson Healthcare · 2 weeks ago

Sr Technical Support Analyst - Onsite

Traverse City, MI

Full-time

Onsite

Mid, Senior Level

2+ years exp

Munson Healthcare is northern Michigan’s largest healthcare system, serving over half a million residents across 29 counties. The Sr. Technical Support Analyst provides complex business and technology solutions while leading projects and mentoring team members, ensuring effective communication and resolution of technical issues.

Hospital & Health Care

Responsibilities

Provides complex business or technology solutions to customers and technical support team

Uses effective communication skills to consult with physicians and hospital staff

Understands the major business functions within the hospital and customer requirements

Installs new equipment and replaces old equipment

Helps IS teams resolve issues with existing and new equipment

This level requires seasoned staff with educational background and/or experience to perform tasks independently

This level coaches team members as requested and begins mentoring of individuals

Will be required to lead large, complex projects

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

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

Provides and implements ideas for improving customer service

Performs analysis to solve business or technological issues with little or no guidance

Monitors trouble tickets and ensure they are resolved according to SLA timelines

Assures team maintains technical documentation of operational processes and procedures

Performs other duties as assigned

Qualification

Technical SupportProblem SolvingProject ManagementCIS/MIS/IS KnowledgeCustomer ServiceEffective CommunicationTeam Leadership

Required

Bachelor's degree with 2 years' experience in CIS, MIS, IS, Computer Science, Engineering or Business Administration with emphasis in information systems