Technical Analyst II

Technical Analyst II

The Service Desk Tech Analyst II provides intermediate to advanced level IT support for endpoint devices and applications across clinical and administrative environments and, in the future, a large-scale hospital setting. This role ensures day-to-day operational support and plays a key role in scaling IT service desk operations to meet the demands of a growing healthcare enterprise. Reporting to the Customer Success Manager, the Tech Analyst II serves as critical escalation point for endpoint and application support issues while mentoring Level I Tech Analysts. This position requires proficiency in endpoint troubleshooting, incident resolution, and customer service, with a particular emphasis on supporting users in clinical environments.

Responsibilities

Tier II Technical Support

• Provides 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 Deployment

• Deploys 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 Support

• Supports 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 Documentation

• Actively 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 Management

• Assists 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 Collaboration

• Trains 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 Support

• Participates 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 Functions

• Assists 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/Abilities

Customer Focus

• Exceeds 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 Solving

• Uses 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 Learning

• Quickly 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.

Composure

• Remains calm under pressure and handles stress effectively.
• Maintains professionalism during outages and go-lives.
• De-escalates frustrated users.
• Provides steady support during emergencies.

Interpersonal Savvy

• Builds effective relationships across various groups.
• Communicates clearly with clinical and administrative staff.
• Navigates organizational dynamics diplomatically.
• Builds rapport with frequent users and stakeholders.

Action Oriented

• Takes initiative and acts quickly to address issues.
• Proactively identifies and resolves problems.
• Volunteers for urgent tasks.
• Demonstrates urgency in clinical support scenarios.

Required Qualifications

• Requires an Associate's Degree in Information Technology or a related field with at least 3 year(s) of experience in IT support experience, including work in clinical or enterprise environments.
• Proficiency in Windows 10/11, Microsoft Office 365, and Active Directory.
• Experience using ITSM tools (ServiceNow preferred) for incident, request, and change tracking.
• Familiarity with endpoint security tools, patching processes, and vulnerability remediation.
• Relevant education and experience may be substituted as appropriate.

Preferred Qualifications

• Bachelor's Degree in Information Technology or a related field.
• Experience in a healthcare setting supporting Epic client systems, badge access hardware, and related technologies.
• Experience with Microsoft Intune, SCCM, or other endpoint management platforms.
• Knowledge of ITIL best practices, especially incident and request fulfillment processes.
• Familiarity with identity and access management concepts in Microsoft Azure Active Directory.

Licenses, Registrations or Certifications

• Required: None
• Preferred: CompTIA A+, Network+, or Microsoft certifications. ITIL Foundation Certification. Epic application support certification.

Salary Range

$51,669 + depending on qualifications

Working Conditions

• Standard office equipment
• Repetitive use of a keyboard
• May be exposed to such occupational hazards as communicable diseases, blood borne pathogens, ionizing and non-ionizing radiation, hazardous medications and disoriented or combative patients, or others.

Required Materials

• Resume/CV
• 3 work references with their contact information; at least one reference should be from a supervisor
• Letter of interest