IT Support Analyst

Senior Technical Support AnalystWe're looking for an experienced IT professional to provide advanced technical support for end users, clinical applications, Microsoft 365, and EMR systems. This role also serves as an escalation resource for the technical support team, helping deliver reliable technology solutions across our organization. If you enjoy solving complex problems and supporting a collaborative team, we'd like to hear from you.The Senior Technical Support Analyst serves as a senior-level, hands-on technical resource responsible for providing advanced end-user and application support across the organization. This role supports clinical and business users with Electronic Medical Records (EMR), clinical applications, Microsoft 365, and end-user computing technologies. In addition to resolving complex technical issues, the Senior Technical Support Analyst acts as an escalation point, subject matter expert, and mentor to other Technical Support Analysts, helping ensure consistent, high-quality IT service delivery in a mission-critical healthcare environment.Essential Duties and ResponsibilitiesProvide advanced support and troubleshooting for healthcare applications, including EMR systems and other clinical toolsSupport Microsoft 365 services including Outlook, Teams, OneDrive, SharePoint, and Entra ID, and on-premises Active DirectoryDiagnose and resolve complex issues related to:Windows laptops and desktopsMobile devices including iPhones, iPads, and other mobile devicesPrinters, scanners, and peripheral devicesLocal area networks (LAN), Wi Fi, and connectivity issuesTelecom systems such as Teams and RingCentralServe as an escalation point for high-impact or unresolved technical issues, particularly those affecting clinical operationsClinical & Business User SupportDeliver responsive, customer-focused support to clinicians, administrative staff, and volunteersUnderstand clinical workflows and prioritize issues that impact patient care or regulatory complianceCoordinate with vendors, application support teams, and infrastructure teams to resolve complex incidentsMentorship & Knowledge SharingProvide guidance and informal mentoring to Technical Support AnalystsAssist with onboarding and training of new support staffDevelop and maintain technical documentation, knowledge base articles, and troubleshooting guidesPromote best practices for system usage, security, and efficiencyProcess, Documentation & QualityAccurately document incidents, requests, and resolutions in the IT service management systemIdentify recurring issues and recommend improvements to processes, tools, or trainingParticipate in testing, rollout, and support of new systems, applications, and hardwareSupport IT standards, policies, and procedures appropriate for a regulated healthcare environmentSecurity & ComplianceFollow organizational policies related to information security, data privacy, and acceptable useAssist with device security, access management, and incident response as requiredSupport compliance efforts related to HIPAA and internal IT security policiesRequirementsEducation and/or ExperienceAssociate or Bachelor's degree in Information Technology, Computer Science, or related field, or equivalent experience5+ years of experience in technical support or IT service deliveryDemonstrated experience supporting Microsoft 365 and end-user computing environmentsStrong troubleshooting skills across hardware, software, and network-related issuesExperience working in a healthcare or regulated environment preferredExcellent communication, documentation, and customer service skillsAbility to work independently and manage multiple prioritiesCertificates, Licenses, RegistrationsIf required to drive to carry out the duties of this position, current driver's license and automobile insurance as required by Tennessee State Law.