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POSITION SUMMARY

The End User Support Analyst II serves as an experienced front-line Information Technology (IT) support resource, providing high-quality technical assistance to end users in a primarily remote, call center-based environment. The End User Support Analyst II responsible for resolving a broad range of technical issues through remote support, managing support tickets, and delivering a consistent and positive customer experience aligned with Health First's ICARE values. The End User Support Analyst II builds foundational support skills, and handles more complex issues, performs advanced troubleshooting, and provides guidance to team members when needed. The End User Support Analyst II supports enterprise applications, maintains system functionality, and ensures adherence to security and support standards. The End User Support Analyst II is a highly visible position requiring strong technical, communication, and customer service skills. The End User Support Analyst II requires flexibility in scheduling, including shift work and potential on-call responsibilities.

PRIMARY ACCOUNTABILITIES 1.

Serves as a primary point of contact for Information Technology support requests received through phone, ticketing systems, and the self-service portal. 2. Diagnoses and resolves hardware, software, network, and application issues using remote support tools and performs intermediate to advanced troubleshooting prior to escalation. 3. Escalates issues to appropriate teams following proper troubleshooting and documentation to support timely resolution. 4. Logs, tracks, and manages incidents and service requests accurately within the ticketing system. 5. Monitors ticket queues, including Tier 2 queues, to ensure timely triage, follow-up, assignment, and resolution in accordance with service level agreements. 6. Ensures tickets are fully documented with clear troubleshooting steps and outcomes and identifies recurring issues or trends for escalation as appropriate. 7. Utilizes and contributes to knowledge base content by creating, updating, or flagging articles to support effective issue resolution and continuous improvement. 8. Monitors, triages, and assigns incoming tickets from the self-service portal to support efficient workflow management. 9. Delivers professional, courteous, and effective customer service and communicates technical solutions in a clear, user-friendly manner. 10. Follows standard call handling procedures, including greeting, issue confirmation, and closure, and resolves tickets at First Contact Resolution whenever possible. 11. Collaborates with cross-functional Information Technology teams to resolve complex issues and participates in ongoing technical and customer service training. 12. Adheres to information security policies and procedures, protects system and data confidentiality and integrity, escalates security risks or incidents appropriately, and demonstrates proficiency with artificial intelligence-enabled tools and technologies. AI Translation Assistant Opens in new window