Tech Analyst II
On-siteNashville, Tennessee, United States
Job Summary
Respond to and resolve end-user desktop incidents and service requests, providing superior customer support experiences. Log and track problems while proactively maintaining databases, and troubleshoot or escalate issues beyond Tier 1 capabilities. Coordinate with technical areas and vendors to determine appropriate resolutions, partner with product owners for root cause analysis, and provide updates from start through resolution. Define standards and procedures to support the service platform, implement continuous improvements leveraging automation, and assist in planning platform upgrades. Participate in on-call support as needed and occasionally travel.
Required Qualifications
- Highschool diploma or GED
- 3 – 5 years of recent experience in an IT role, service desk, and helpdesk
- Essential Competencies: Proven experience with IT Service Management transformation and continuous improvement initiatives
- Knowledge and understanding of best practices for service management
- An ability to think critically about systems and adjust as needed
- Proven experience of incident analysis, problem management, and the ability to sustainably remove inefficiencies in the support process
- Proven experience of change management and the ability to qualitatively introduce updates to the technology operating environment
- Strong communication skills, including the ability to be influential and persuasive with stakeholders
- An ability to market and promote the service desk and to advocate for necessary resources, support, and appreciation for the Service Desk
- An ability to recognize service gaps and fill in as a utility player as necessary to complete work and close tickets when service requests spike or service desk resource availability is low
- Attendance is an essential job function
- This is an onsite role in Nashville, TN
- Occasional travel, as needed
Desired Qualifications
- Bachelor's degree in information systems or healthcare related field is preferred
- Healthcare related experience is a plus
- ITIL certifications is a plus
- Basic certification in A+ and Microsoft Products is preferred; education and/or demonstrated experience may be substituted
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