Analyst, Technical

WORK ENVIRONMENT AND TRAVEL REQUIREMENTS:

Location:


Onsite (Monday - Thursday)

Travel requirements:
Up to 5% by land and/or air.

Work environment characteristics described here are representative of those that an employee may encounter while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job responsibilities.

Works in well-lit, ventilated and climate controlled office environment with routine office equipment; some equipment has moving mechanical parts.

In hospital environment, may be exposed to hazards and unusual elements, which may include but are not limited to blood borne pathogens and / or contagious illnesses, toxic chemicals, and biohazardous materials which may require extensive safety precautions and the use of protective equipment.

Noise level in the work environment is typical for an office and/or hospital environment.

EEOC Statement

"Lifepoint Health is an Equal Opportunity Employer. Lifepoint Health is committed to Equal Employment Opportunity for all applicants and employees and complies with all applicable laws prohibiting discrimination and harassment in employment."

You must be authorized to work in the United States without employer sponsorship.

POSITION SUMMARY:

The Technical Analyst for the Health Support Center provides exceptional technical support to employees across the organization, handling both remote and in-office technology needs. This position serves as a key point of contact for technical issue resolution, device setup and troubleshooting, and end-user support. The role requires strong technical knowledge, excellent customer service skills, and the ability to work effectively in a fast-paced environment.

The ideal candidate will combine technical expertise with clear communication skills to deliver high-quality IT support services.

ESSENTIAL FUNCTIONS:

• Respond to and resolve technical support tickets in a timely manner according to established SLAs
• Provide remote and in-person troubleshooting for hardware, software, and network issues
• Set up and configure workstations, mobile devices, and peripherals for new and existing employees
• Assist with white glove support services for executive leadership when required
• Create and maintain accurate documentation of technical solutions and processes
• Update the Configuration Management Database (CMDB) with accurate device and configuration information
• Collaborate with other IT teams to escalate and resolve complex technical issues
• Assist with the deployment and maintenance of software applications
• Provide support for audio/visual equipment during meetings and presentations
• Participate in on-call rotation to support after-hours technical emergencies
• Support Microsoft 365 applications and services for end users
• Contribute to knowledge base articles and support documentation
• Assist with user account management and access control
• Participate in IT projects and initiatives as assigned

KNOWLEDGE, SKILLS & ABILITIES:

The requirements listed below are representative of the knowledge, skills and/or abilities required.

TECHNICAL SKILLS

• Proficiency in Windows and Mac operating systems troubleshooting and support
• Experience with mobile device configuration and troubleshooting (iOS, Android)
• Knowledge of basic network concepts and troubleshooting techniques
• Proficiency in Microsoft 365 applications and services
• Familiarity with remote desktop software and VPN technologies
• Understanding of basic security practices and endpoint protection
• Experience with ticketing systems and IT service management platforms, particularly Service Now
• Knowledge of audio/visual equipment setup and troubleshooting
• Ability to configure and troubleshoot various hardware peripherals
• Understanding of cloud services and SaaS applications
• Basic knowledge of Active Directory and user account management

PROBLEM-SOLVING SKILLS

• Ability to diagnose and resolve technical issues methodically
• Skill in researching solutions for unfamiliar problems
• Capacity to prioritize multiple support requests based on urgency and impact
• Creative thinking to develop workarounds when standard solutions aren't effective
• Ability to recognize patterns in recurring issues
• Understanding of when to escalate issues to specialized teams

INTERPERSONAL SKILLS

• Exceptional customer service orientation with empathy for user frustrations
• Strong active listening skills to accurately identify user needs
• Clear verbal communication skills for explaining technical concepts to non-technical users
• Professional written communication for ticket updates and user instructions
• Patience when dealing with varying levels of technical proficiency
• Ability to remain calm and composed during high-pressure situations
• Teamwork and collaboration with other technical support staff

OPERATIONAL SKILLS

• Strong organizational and time management abilities
• Attention to detail in documentation and problem resolution
• Ability to follow established processes and procedures
• Self-motivation and initiative to…