Technical Analyst II

The Service Desk Tech Analyst II provides intermediate to advanced level IT support for endpoint devices and applications across clinical and administrative environments and, in the future, a large-scale hospital setting. This role ensures day-to-day operational support and plays a key role in scaling IT service desk operations to meet the demands of a growing healthcare enterprise. Reporting to the Customer Success Manager, the Tech Analyst II serves as critical escalation point for endpoint and application support issues while mentoring Level I Tech Analysts.

This position requires proficiency in endpoint troubleshooting, incident resolution, and customer service, with a particular emphasis on supporting users in clinical environments.

Tier II Technical Support

• Provides Tier II support for desktops, laptops, mobile devices, printers, and peripheral technologies in clinical and administrative areas.
• Serves as an escalation point for complex incident and request resolution within Service Now or equivalent ITSM platform.
• Performs advanced troubleshooting of Microsoft Windows, MacOS, Microsoft 365, and commonly used healthcare applications.

Endpoint Configuration and Deployment

• Deploys and maintains endpoint hardware and software, imaging systems, and automated deployment tools (e.g., SCCM, Intune).
• Configures workstations, mobile devices, and clinical hardware to meet organizational standards.
• Ensures endpoint compliance with organizational security policies, encryption standards, and device management protocols.

Clinical Technology Support

• Supports clinical technologies including badge readers, label printers, and medical peripherals.
• Collaborates with clinical teams to troubleshoot and resolve device-related issues.
• Assists in validating and maintaining clinical hardware in patient care environments.

ITSM Workflow and Documentation

• Actively supports and optimizes ITSM workflows to improve service delivery and resolution times.
• Creates and maintains technical documentation and standard operating procedures for endpoint configurations and support workflows.
• Contributes to internal knowledge bases and documentation updates.

Asset and Inventory Managemen
t

• Assists in maintaining the CMDB and accurate asset records for lifecycle tracking.
• Conducts periodic audits and reconciles inventory data.
• Supports procurement, deployment, and decommissioning processes.

Mentorship and Collaboration

• Trains and mentors junior support staff (Level I Technicians) to build technical competencies and service quality.
• Collaboraates with infrastructure and applications teams to resolve cross-functional issues.
• Participates in team meetings and contributes to process improvement initiatives.

After-Hours and On-Call Support

• Participates in on-call rotations and after-hours support as needed, especially for go-lives and critical events.
• Responds to urgent technical issues outside of standard business hours.
• Documents after-hours incidents and resolutions for continuity and reporting.

Marginal or Periodic Functions

• Assists with disaster recovery and business continuity testing.
• Supports special events and high-priority clinical operations.
• Conducts periodic audits of IT assets and access controls.
• Provides backup support for Service Desk Tech Analyst I.
• Performs related duties as required.

Knowledge/Skills/Abilities

Customer Focus

• Exceeds the expectations of internal and external customers.
• Responds empathetically and promptly to clinical staff.
• Builds trust through consistent follow-up and resolution.
• Tailors support healthcare workflows and priorities.

Problem Solving

• Uses logic and analysis to solve difficult problems with effective solutions.
• Diagnoses root causes of endpoint and application issues.
• Applies structured troubleshooting methods.
• Collaborates across teams to resolve escalated incidents.

Technical Learning

• Quickly learns new technical skills and systems.
• Adapts to new tools and platforms with minimal guidance.
• Stays current on healthcare IT trends.
• Shares technical knowledge with peers.

Composure

• Remains calm under pressure and handles stress effectively.
• Maintains professionalism during outages and go-lives.
• De-escalates frustrated users.
• Provides steady support during emergencies.

Interpersonal Savvy

• Builds effective relationships across various groups.
• Communicates clearly with clinical and administrative staff.
• Navigates organizational dynamics diplomatically.
• Builds rapport with frequent users and stakeholders.

Action Oriented

• Takes initiative and acts…