Sr Technical Support Analyst

Munson Healthcare is hiring a Sr Technical Support Analyst to provide day-to-day operational support across the healthcare organization’s technology infrastructure. This role combines hands-on troubleshooting for hardware, operating systems, applications, and desktops with leadership responsibilities such as mentoring teammates and guiding medium-sized project groups.

This position is based onsite in Traverse City, MI and supports multiple service delivery activities, including ticket resolution within SLA timelines, documentation, user education, and collaboration with IS resources, vendors, and internal teams.

Key Responsibilities

• Monitor, troubleshoot, and resolve hardware, operating system, application, and desktop problems using documented procedures
• Prepare, install, and remove hardware and software, including connecting equipment to network infrastructure
• Provide operational support for technology systems and escalate complex issues to appropriate IS resources
• Monitor and process support tickets, ensuring resolutions align with SLA timelines
• Troubleshoot basic network connectivity and coordinate with vendors or IS staff to resolve issues across applications, operating systems, desktops, networks, and hardware
• Execute predefined downtime functions, including departmental rounding and relaying details to the command center
• Document hardware and software service requests, installations, and removals in a concise, timely, and detailed manner
• Maintain technical and departmental documentation, including hardware and software inventories and billing records
• 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 tasks to support user needs
• Develop and review service level expectations with customers
• Support service recovery efforts focused on customer satisfaction
• Lead teams across the healthcare system on projects and initiatives, not necessarily limited to IS
• Mentor and develop junior team members and peers; organize work to reflect individual skills and strengths
• Lead medium-sized project groups using defined methodology, including scoping requirements and timetables
• Assist with annual staff assessments and performance evaluations
• Address team conflicts, escalating to management with options and recommendations
• Analyze business and technological issues with limited or no guidance
• Recognize opportunities for process redesign and optimization based on strong awareness of customer business functions
• Participate in defining strategy and tactics and contribute to large, complex projects spanning IS and the organization
• Demonstrate general understanding of healthcare operations outside direct area of expertise
• Build connections with industry peers and bring best practices to the team
• Manage multiple tasks simultaneously without supervision by prioritizing work for self, projects, and team members
• Communicate verbally and in writing with clarity and tact for diverse audiences
• Maintain security at all times and model accountability, ownership, and commitment to quality work
• Adjust quickly to changing situations, seek learning opportunities, and implement improvements to customer service and operational efficiency

Requirements

• Bachelor’s degree with 2 years of experience in CIS, MIS, IS, Computer Science, Engineering, or Business Administration with emphasis in information systems
• OR equivalent experience in CIS, MIS, IS, Computer Science, Engineering, or Business Administration with emphasis in information systems
• 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, desktop applications, and peripheral devices (laser/inkjet printers, label printers, scanners, fax machines)
• Ability to troubleshoot basic network connectivity issues and general understanding of networked environments
• Working knowledge of Project Methodology
• Ability to use email, voicemail, IM, and related technologies
• Ability to work independently and follow detailed instructions
• Strong written and verbal communication skills and excellent customer service skills
• Ability to accurately document issues in call logging systems
• Experience with one-on-one user education and 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
• IT Project+ Certificate (or equivalent), A+ Certification, and MCDST Certification
• Experience working with vendors and 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, including managing hardware, software, and project budgets
• Experience writing technical computer documentation and the ability to train and mentor staff
• Development of staff capabilities, including evaluations, mentoring, and educating
• Commitment to lifelong learning and professional development

Technologies

• Microsoft Windows
• Microsoft Office
• Internet Explorer
• Active Directory
• Email, voicemail, IM
• Command line interface
• Spreadsheet, database, word processing
• Laser/inkjet printers, label printers, scanners, fax machines
• Apple hardware and Apple operating systems
• WAN/LAN

Benefits

• Tuition reimbursement, in-person and online development, and access to a career hub
• Full benefits
• Paid holidays
• Generous PTO
• Employee discounts
• Free individual retirement counseling
• Free wellness platform for you and your family
• Personalized support for personal or family challenges

Additional Information

• Full-time, on-site in Traverse City, Michigan
• Shift: 8-4:30
• Munson Healthcare requires all employees be vaccinated or have lab confirmed immunity for Measles, Mumps, Rubella and Varicella
• MHC also requires a flu vaccine during flu season in the year hired and annually thereafter, or an approved medical or religious exemption