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

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: 8-5:30

_ 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.