Support Services Tier 2 Tech Analyst, PRN

Job Summary

The Support Services Technical Analyst is responsible for the investigation, resolution and escalation of simple to moderate complex software, hardware, and infrastructure issues. The Technical Analyst remains focused on identified goals, SLA's and KPI's, documenting all steps within the ITSM software. The Analyst assists the Technical Coordinator/Senior Technical Analysts in the orientation and training process, working with individuals and teams on skillsets, procedure and customer service.

The Analyst makes recommendations on needed departmental, process or procedural changes and improvements. This position is expected to maintain excellent customer and ITS team member relationships.

• All team members are expected to be knowledgeable and compliant with Prisma Health's purpose:
  Inspire health. Serve with compassion. Be the difference.
• Diagnoses and troubleshoots complex technical issues related to: desktop operating systems (Windows, macOS), applications (Office 365, Epic, etc.), network connectivity and peripherals, and/or hardware malfunctions
• Provides remote technical support to end-users.
• Documents all support interactions, resolutions, and workarounds in the ITSM system.
• Escalates unresolved issues to Tier 3 support or other relevant teams, as needed.
• Identifies and resolves recurring issues.
• Contributes to the development and maintenance of knowledge base articles and support documentation.
• Participates in team meetings and training sessions to enhance technical skills and knowledge.
• Adheres to all relevant service level agreements (SLAs) and security protocols.
• Collaborates with other Information Technology teams and departments.
• Participates in on-call rotation as required.
• Performs other duties as assigned.

This is a non-management job that will report to a supervisor, manager, director, or executive.

• Education - High School diploma or equivalent. Associate’s degree in information technology or related field preferred.
• Experience - Two (2) years of experience in IT support, including experience with troubleshooting complex technical issues, providing remote support, and/or utilizing ticketing systems

• In lieu of the educational and experience requirements listed above, an equivalent combination of work/academic experience may be considered (i.e., Associate degree and no experience)
• Team members employed in this job prior to July 1, 2020, are grandfathered under prior educational and experience requirements. In addition, team members must be certification eligible and will have one year to obtain required certification.

• ITIL Foundation certification or equivalent preferred.
• A+ or Network+ certifications preferred

• Communication skills.
• Analytical and problem-solving skills.
• Ability to effectively communicate technical information to non-technical users.
• Customer service orientation.
• Ability to work independently and as part of a team.
• Attention to detail and organizational skills.
• Proficient in Microsoft Office Suite.
• Experience with remote support tools (e.g., Beyond Trust, Remote Desktop).
• Knowledge of healthcare IT environments preferred.

Variable (United States of America)

Greenville Memorial Med Campus

7001 Corporate

ITS Support Services

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