IT Service Analyst II

Capital Health is the region's leader in providing progressive, quality patient care with significant investments in our exceptional physicians, nurses and staff, as well as advanced technology. Capital Health is a dynamic health care resource accredited by the DNV that includes two hospitals, an outpatient center, satellite ED, and an expansive network of primary and specialty care. Capital Health Medical Group is made up of more than 600 physicians and other providers who offer primary and specialty care, as well as hospital-based services, to patients throughout the region. Capital Health recognizes that attracting the best talent is key to our strategy and success as an organization. As a result, we aim for flexibility in structuring competitive compensation offers to ensure we can attract the best candidates. The listed pay range or pay rate reflects compensation for a full-time equivalent (1.0 FTE) position. Actual compensation may differ depending on assigned hours and position status (e.g., part-time).

Pay Range:

$28.14

• $36.

58

Scheduled Weekly Hours:

40 Position Overview SUMMARY (Basic Purpose of the Job) The IT Service Analyst 2 provides advanced technical support via phone, email, and chat, assisting end-users with complex hardware, software, enterprise application, network, and telecom issues. This role is responsible for handling Tier 2 escalations, collaborating with higher-tier IT teams, and mentoring junior analysts to improve service efficiency.

MINIMUM REQUIREMENTS

Education:

Associate degree in Information Technology, Computer Science, or a related field preferred. Equivalent work experience in IT support roles may be considered.

Experience:

3-5 years of experience in IT service desk, remote technical support, or troubleshooting enterprise applications.

Required:

CompTIA A+ (must be obtained within 6 months of hire).

Preferred:

ITIL Foundation, Microsoft Modern Desktop Administrator, Network+.

Other Credentials:

Knowledge and Skills:

Advanced understanding of Windows, macOS, and mobile operating systems (iOS/Android). Strong troubleshooting skills for enterprise applications such as ERP (Lawson, OnBase), EHR (Cerner, Epic), and PACS. In-depth knowledge of VoIP systems, telecom infrastructure, and softphone applications. Ability to diagnose and resolve complex Active Directory, MFA, and user access management issues. Familiarity with automation tools and AI-based self-service solutions. Strong problem-solving abilities, escalation management, and customer service skills.

Special Training:

Mental, Behavioral and Emotional Abilities:

Usual Work Day:

Reporting Relationships Does this position formally supervise employees? No

ESSENTIAL FUNCTIONS

Provides Tier 2 remote support for escalated service desk issues, ensuring efficient resolution. Troubleshoots VoIP, softphone, and telecom-related issues. Diagnoses and resolves enterprise application issues for EHR, ERP, and PACS systems. Assists with software deployments, system updates, and security patches. Supports user access requests in accordance with IT policies and procedures. Assists with end user training for new IT systems and initiatives. Documents solutions and contributes to the IT knowledge base. Mentors IT Service Analyst 1 staff, providing training on advanced troubleshooting techniques.

PHYSICAL DEMANDS AND WORK ENVIRONMENT

Frequent physical demands include: Reaching forward , Wrist position deviation , Pinching/fine motor activities , Talk or Hear Occasional physical demands include: Standing , Walking , Climbing (e.g., stairs or ladders) , Carry objects , Push/Pull , Twisting , Bending , Reaching overhead , Squat/kneel/crawl Continuous physical demands include: Sitting , Keyboard use/repetitive motion Lifting Floor to Waist 10 lbs. Lifting Waist Level and Above 10 lbs.

Sensory Requirements include:

Accurate Near Vision, Accurate Far Vision, Accurate Color Discrimination, Accurate Depth Perception, Accurate Hearing Anticipated Occupational Exposure Risks Include the following: N/A This position is eligible for the following benefits: Medical Plan Prescription drug coverage & In-House Employee Pharmacy Dental Plan Vision Plan Flexible Spending Account (FSA)

• Healthcare FSA
• Dependent Care FSA Retirement Savings and Investment Plan Basic Group Term Life and Accidental Death & Dismemberment (AD&D) Insurance Supplemental Group Term Life & Accidental Death & Dismemberment Insurance Disability Benefits
• Long Term Disability (LTD) Disability Benefits
• Short Term Disability (STD) Employee Assistance Program Commuter Transit Commuter Parking Supplemental Life Insurance
• Voluntary Life Spouse
• Voluntary Life Employee
• Voluntary Life Child Voluntary Legal Services Voluntary Accident, Critical Illness and Hospital Indemnity Insurance Voluntary Identity Theft Insurance Voluntary Pet Insurance Paid Time-Off Program The pay range listed is a good faith determination of potential base compensation that may be offered to a successful applicant for this position at the time of this job advertisement and may be modified in the future.

When determining base salary and/or rate, several factors may be considered including, but not limited to location, years of relevant experience, education, credentials, negotiated contracts, budget, market data, and internal equity. Bonus and/or incentive eligibility are determined by role and level. The salary applies specifically to the position being advertised and does not include potential bonuses, incentive compensation, differential pay or other forms of compensation, compensation allowance, or benefits health or welfare. Actual total compensation may vary based on factors such as experience, skills, qualifications, and other relevant criteria.