Job Description

The Sr Technical Support Analyst provides comprehensive operational support of technology infrastructure while leading technical initiatives across the healthcare system. This role combines hands-on technical expertise with leadership responsibilities, requiring the ability to manage multiple complex tasks, mentor junior staff, and drive continuous improvement in service delivery.

Core Technical Responsibilities

• Monitor, troubleshoot, and resolve hardware, operating system, application, and desktop problems following documented procedures
• Prepare, install, and remove hardware and software; connect hardware to network infrastructure
• Provide operational support for technology systems and escalate complex issues to appropriate IS resources
• Monitor and process support tickets, ensuring resolution according to SLA timelines
• Troubleshoot basic network connectivity issues and work with vendors or IS staff to resolve application, operating system, desktop, network, and hardware issues
• Perform pre-defined functions during downtime procedures, including departmental rounding and relaying pertinent information to the command center

Documentation & Process Management

• Provide concise, timely, and detailed documentation of activities related to hardware/software service requests, installations, and removals
• Maintain technical documentation of operational processes and procedures
• Maintain departmental documentation including hardware and software inventories and billing records
• Assure team maintains technical documentation and departmental records

User Support & Education

• Provide one-on-one education and training to end users
• Develop and deliver training programs for the department and new hire orientation
• Perform spreadsheet, database, and word processing functions to support user needs
• Develop and review appropriate service level expectations with customers
• Facilitate outstanding service recovery and customer satisfaction

Leadership & Team Development

• Lead teams across the healthcare system (not necessarily within IS) on projects and initiatives
• Mentor and develop junior team members and peers; actively seek new ways to organize work to meet individual skills and strengths
• Lead medium-sized project groups using defined methodology; recognize needs, propose ideas, and define scope, requirements, and timetables
• Assist with annual staff assessments and performance evaluations
• Resolve team conflicts and escalate appropriate issues to management with options and recommendations

Strategic & Business Contributions

• Perform analysis to solve business or technological issues with little or no guidance
• Demonstrate in-depth awareness of customers and their major business functions; recognize opportunities for process redesign and optimization
• Participate in defining strategy and tactics; seek involvement in large and complex projects spanning IS and the organization
• Demonstrate general understanding of healthcare operations outside area of expertise
• Develop a network of industry peers outside the organization and bring best practices to the table

Professional Competencies

• Manage multiple tasks simultaneously without supervision; effectively prioritize work of self, projects, and team members
• Communicate verbally and in writing in a concise, articulate, tactful manner tailored to diverse audiences
• Demonstrate ability to work independently and collaboratively with all levels and roles within the organization
• Model consistent accountability, ownership, and commitment to quality work
• Maintain proper security at all times and demonstrate core organizational values
• Adjust quickly to new situations and display productive energy on work assignments
• Actively seek learning opportunities to develop skills and stay current with industry direction
• Provide and implement ideas for improving customer service and operational efficiency

Qualifications

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

OR

Equivalent experience (or the equivalent) in CIS, MIS, IS, Computer Science, Engineering or Business Administration with emphasis in information systems

Technical Knowledge & Experience

• Background in information systems
• Experience in complex multi-platform environments
• Intermediate knowledge of Microsoft Windows operating systems and configuration
• Intermediate knowledge of Microsoft Office and Internet Explorer
• Familiarity with command line interface
• Experience with Active Directory
• Intermediate troubleshooting skills for computer hardware, operating systems, and desktop applications
• Intermediate troubleshooting skills for peripheral devices (laser/inkjet printers, label printers, scanners, fax machines)
• Ability to troubleshoot basic network connectivity issues
• General understanding of networked environments
• Working knowledge of Project Methodology
• Ability to use email, voicemail, IM, and related technologies

Professional Competencies

• Ability to work independently
• Ability to follow detailed instructions
• Strong written and verbal communication skills
• Excellent customer service skills
• Ability to accurately document customer issues in call logging systems
• Experience with one-on-one user education
• Ability to develop orderly project execution plans
• Ability to collaborate with IT staff, vendors, and others to troubleshoot issues and develop documentation and processes
• Ability to develop, assemble, and provide education on new processes

PREFERRED QUALIFICATIONS

Certifications & Education

• IT Project+ Certificate (or equivalent)
• A+ Certification
• MCDST Certification

Additional Experience & Skills

• Experience working with vendors
• Intermediate knowledge of downtime operations
• Basic knowledge of Apple hardware and operating systems
• General knowledge of WAN/LAN networks and server environments
• Experience leading small to mid-size IS projects
• Experience managing hardware, software, and project budgets
• Experience writing technical computer documentation
• Ability to train and mentor staff
• Development of staff capabilities (including evaluations, mentoring, and educating)
• Commitment to lifelong learning and professional development

Additional Information

Full-time on-site in Traverse City, Michigan

Shift: 8-4:30

_ Are you Munson Material? Apply today!_

Munson Healthcare requires all employees be vaccinated or have lab confirmed immunity for Measles, Mumps, Rubella and Varicella. MHC also requires all employees to receive a flu vaccine during the flu season in the year that they are hired and annually thereafter, or receive an approved medical or religious exemption.