Technical Analyst II

Tier II Technical SupportProvides Tier II support for desktops, laptops, mobile devices, printers, and peripheral technologies in clinical and administrative areas.Serves as an escalation point for complex incident and request resolution within ServiceNow or equivalent ITSM platform.Performs advanced troubleshooting of Microsoft Windows, MacOS, Microsoft 365, and commonly used healthcare applications.Endpoint Configuration and DeploymentDeploys and maintains endpoint hardware and software, imaging systems, and automated deployment tools (e.g., SCCM, Intune).Configures workstations, mobile devices, and clinical hardware to meet organizational standards.Ensures endpoint compliance with organizational security policies, encryption standards, and device management protocols.Clinical Technology SupportSupports clinical technologies including badge readers, label printers, and medical peripherals.Collaborates with clinical teams to troubleshoot and resolve device-related issues.Assists in validating and maintaining clinical hardware in patient care environments.ITSM Workflow and DocumentationActively supports and optimizes ITSM workflows to improve service delivery and resolution times.Creates and maintains technical documentation and standard operating procedures for endpoint configurations and support workflows.Contributes to internal knowledge bases and documentation updates.Asset and Inventory ManagementAssists in maintaining the CMDB and accurate asset records for lifecycle tracking.Conducts periodic audits and reconciles inventory data.Supports procurement, deployment, and decommissioning processes.Mentorship and CollaborationTrains and mentors junior support staff (Level I Technicians) to build technical competencies and service quality.Collaborates with infrastructure and applications teams to resolve cross-functional issues.Participates in team meetings and contributes to process improvement initiatives.After-Hours and On-Call SupportParticipates in on-call rotations and after-hours support as needed, especially for go-lives and critical events.Responds to urgent technical issues outside of standard business hours.Documents after-hours incidents and resolutions for continuity and reporting.Marginal or Periodic FunctionsAssists with disaster recovery and business continuity testing.Supports special events and high-priority clinical operations.Conducts periodic audits of IT assets and access controls.Provides backup support for Service Desk Tech Analyst I.Performs related duties as required.Knowledge/Skills/AbilitiesCustomer FocusExceeds the expectations of internal and external customers.Responds empathetically and promptly to clinical staff.Builds trust through consistent follow-up and resolution.Tailors support healthcare workflows and priorities.Problem SolvingUses logic and analysis to solve difficult problems with effective solutions.Diagnoses root causes of endpoint and application issues.Applies structured troubleshooting methods.Collaborates across teams to resolve escalated incidents.Technical LearningQuickly learns new technical skills and systems.Adapts to new tools and platforms with minimal guidance.Stays current on healthcare IT trends.Shares technical knowledge with peers.ComposureRemains calm under pressure and handles stress effectively.Maintains professionalism during outages and go-lives.De-escalates frustrated users.Provides steady support during emergencies.Interpersonal SavvyBuilds effective relationships across various groups.Communicates clearly with clinical and administrative staff.Navigates organizational dynamics diplomatically.Builds rapport with frequent users and stakeholders.Action OrientedTakes initiative and acts quickly to address issues.Proactively identifies and resolves problems.Volunteers for urgent tasks.Demonstrates urgency in clinical support scenarios.