About this role
About the Role
The IT Support Analyst II serves as the first point of contact for end-user technical support, delivering timely and effective solutions to hardware, software, network, and system-related issues. This role is ideal for an IT professional with at least two years of experience and knowledge in a medium to large enterprise environment supporting 750+ users. The successful candidate will provide exceptional customer service, troubleshoot technical issues, escalate complex problems as needed, and help ensure the reliable operation of critical technology systems across the organization.
Our Values: Put Patients First Empower Entrepreneurial Provider and Care Teams Operate with Integrity & Excellence Be Innovative Work As One Team Provide advanced Tier 2 technical support to clinical and non-clinical end users via phone, email, remote support tools, and in-person assistance as required. Diagnose, troubleshooting, and resolve complex hardware, software, application, and network issues while minimizing downtime and ensuring continuity of patient care. Own escalated incidents from Level 1 support through resolution, ensuring accurate documentation, timely updates, and appropriate escalation to Tier 3 or specialized vendor support when necessary.
Deliver on-site and field support in clinics, hospitals, or administrative locations, particularly in the absence of on-site engineers or during critical events. Perform root cause analysis on recurring or high-impact incidents and implement corrective actions to prevent future occurrences. Participate in after-hours, night, and weekend on-call rotations, providing remote or on-site support for critical systems and outages. Assist in the planning, implementation, and execution of IT infrastructure projects, system upgrades, patches, and new technology deployments within a regulated healthcare environment.
Contribute to and participate in monthly server maintenance and scheduled IT operations tasks, following change management and downtime procedures. Develop, maintain, and improve technical documentation, knowledge base articles, and standard operating procedures to support operational consistency and knowledge sharing. Provide guidance, mentoring, and informal training to Level 1 support staff to improve service quality and technical proficiency. Ensure compliance with healthcare regulations, security standards, and organizational policies, including HIPAA, when handling systems and sensitive data. Consistently deliver high-quality customer service with professionalism, discretion, and empathy, promoting a positive end-user experience across clinical and administrative teams.