Analytical Lead Technical Support Analyst

Join a dynamic healthcare IT team as a Lead Technical Support Analyst, where you will guide and support fellow analysts while bridging communication between IT and user departments. This role involves leading weekly team meetings, managing ticket queues, ensuring phone coverage, and serving as the primary escalation point for technical issues. Key Responsibilities: Plan, organize, and control IT resources to restore operational functionality and fulfill service requests. Provide guidance to Workstation Analysts, Software Administration, and Networking staff. Assist with complex tasks such as enterprise-wide software upgrades, vendor management, troubleshooting, and creating user FAQs. Refine work processes to improve efficiency and ensure team goals are met. Manage all service requests through the Service Desk using approved documentation tools. Schedule staff to meet call volume demands and monitor customer service response etiquette. Report daily call center statistics to the Director of Technical Support. Education: High school diploma or equivalent required. A bachelor's degree in computer science or a related field, or equivalent education and training, is preferred to demonstrate the ability to perform the duties. Experience: Minimum of 5 years supporting end-user software and hardware in a structured business environment, with experience supporting 50+ users. Certifications: Relevant certifications are preferred but not mandatory. Mental and Physical Requirements: Ability to maintain close mental and visual concentration for extended periods. Must be able to stand, walk, sit, and reach, with most work performed at a desk. Ability to transport oneself to various locations within the facility approximately 80% of the time and occasionally lift up to 40 lbs. Working Conditions: Exposure to constant noise from equipment such as fans and printers, and extended use of computer monitors which may cause visual or muscular discomfort. This opportunity is based in a regional healthcare setting serving the Midwest area, offering a supportive environment with growth potential.

Apply Now