Sr Technical Support Analyst (ONSITE)

Company DescriptionMore Than Just Care, It's Community Imagine doing meaningful work in a place where people vacation. That's life at Munson Healthcare - northern Michigan's largest healthcare system, with eight award-winning community hospitals serving over half a million residents across 29 counties. If you want a career in healthcare and a lifestyle most people only dream about - with freshwater lakes, scenic trails, charming downtowns, a vibrant arts scene, and endless outdoor adventures - you might just be Munson Material. To us, that means teammates who live by our values of excellence, teamness, positivity, creativity, and a commitment to creating exceptional experiences for our patients and each other. Join a team that delivers outstanding care in one of the most beautiful regions in the country.

Invested in

You Grow:

 Tuition reimbursement, in-person and online development, and access to our career hub to help you advance. 

Thrive:

 Full benefits, paid holidays, generous PTO, employee discounts, and free individual retirement counseling.

Be Well:

 Free wellness platform for you and your family, plus personalized support for personal or family challenges. 

Be Heard:

 Share your ideas and help shape the way we work through improvement huddles, employee surveys, and town hall meetings Job DescriptionThe 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 proceduresPrepare, install, and remove hardware and software; connect hardware to network infrastructureProvide operational support for technology systems and escalate complex issues to appropriate IS resourcesMonitor and process support tickets, ensuring resolution according to SLA timelinesTroubleshoot basic network connectivity issues and work with vendors or IS staff to resolve application, operating system, desktop, network, and hardware issuesPerform 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 removalsMaintain technical documentation of operational processes and proceduresMaintain departmental documentation including hardware and software inventories and billing recordsAssure team maintains technical documentation and departmental records•User Support & Education•Provide one-on-one education and training to end usersDevelop and deliver training programs for the department and new hire orientationPerform spreadsheet, database, and word processing functions to support user needsDevelop and review appropriate service level expectations with customersFacilitate outstanding service recovery and customer satisfaction•Leadership & Team Development•Lead teams across the healthcare system (not necessarily within IS) on projects and initiativesMentor and develop junior team members and peers; actively seek new ways to organize work to meet individual skills and strengthsLead medium-sized project groups using defined methodology; recognize needs, propose ideas, and define scope, requirements, and timetablesAssist with annual staff assessments and performance evaluationsResolve 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 guidanceDemonstrate in-depth awareness of customers and their major business functions; recognize opportunities for process redesign and optimizationParticipate in defining strategy and tactics; seek involvement in large and complex projects spanning IS and the organizationDemonstrate general understanding of healthcare operations outside area of expertiseDevelop 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 membersCommunicate verbally and in writing in a concise, articulate, tactful manner tailored to diverse audiencesDemonstrate ability to work independently and collaboratively with all levels and roles within the organizationModel consistent accountability, ownership, and commitment to quality workMaintain proper security at all times and demonstrate core organizational valuesAdjust quickly to new situations and display productive energy on work assignmentsActively seek learning opportunities to develop skills and stay current with industry directionProvide and implement ideas for improving customer service and operational efficiencyQualifications•Technical Knowledge & Experience•Background in information systemsExperience in complex multi-platform environmentsIntermediate knowledge of Microsoft Windows operating systems and configurationIntermediate knowledge of Microsoft Office and Internet ExplorerFamiliarity with command line interfaceExperience with Active DirectoryIntermediate troubleshooting skills for computer hardware, operating systems, and desktop applicationsIntermediate troubleshooting skills for peripheral devices (laser/inkjet printers, label printers, scanners, fax machines)Ability to troubleshoot basic network connectivity issuesGeneral understanding of networked environmentsWorking knowledge of Project MethodologyAbility to use email, voicemail, IM, and related technologies•Professional Competencies•Ability to work independentlyAbility to follow detailed instructionsStrong written and verbal communication skillsExcellent customer service skillsAbility to accurately document customer issues in call logging systemsExperience with one-on-one user educationAbility to develop orderly project execution plansAbility to collaborate with IT staff, vendors, and others to troubleshoot issues and develop documentation and processesAbility to develop, assemble, and provide education on new processes•

PREFERRED QUALIFICATIONS

• Certifications & Education
• IT Project+ Certificate (or equivalent)A+ CertificationMCDST Certification
• Additional Experience & Skills
• Experience working with vendorsIntermediate knowledge of downtime operationsBasic knowledge of Apple hardware and operating systemsGeneral knowledge of WAN/LAN networks and server environmentsExperience leading small to mid-size IS projectsExperience managing hardware, software, and project budgetsExperience writing technical computer documentationAbility to train and mentor staffDevelopment of staff capabilities (including evaluations, mentoring, and educating)Commitment to lifelong learning and professional developmentAdditional InformationFull-time on-site in

Traverse City, Michigan Shift:

8-5:30Are 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.