Customer Support Analyst

Customer Support Analyst I

Join Children’s Health as a Customer Support Analyst I to provide telephone and on‑site support for a portfolio of over 1,300 business and clinical applications, serving internal customers, vendors, clinics, and physicians.

• Answer telephone calls and provide on‑site support for software, hardware, and network issues; investigate problems and determine appropriate solutions.
• Identify, assess, and resolve problems through research, vendor contact, or collaboration with other department staff; analyze software, hardware, and network functionality to assist in troubleshooting user issues; perform data security and account management.
• Perform data center monitoring activities, including incident identification, resolution analysis, and escalations as appropriate.
• Identify process inefficiencies and improvements; work with team members to develop improved processes, ensuring excellence in customer support and issue resolution.
• Maintain a log of calls and enter calls into the call tracking database; develop standard and ad‑hoc reports from the call tracking database for management use; ensure user inquiries and issues are assigned to the appropriate staff; follow‑up with callers to ensure that problems have been resolved.
• Maintain technical expertise for all approved and installed applications in order to support the user community through participation in educational programs, current literature, in‑service meetings, workshops, or other methods.
• Complete special projects and other duties as assigned.

• At least 2 years of Service Desk, Desktop Support, or related technical experience (required).
• High school diploma or equivalent (required).
• Associate’s degree or equivalent experience (preferred).
• Healthcare industry experience (preferred).

• Employee portion of medical plan premiums covered after 3 years.
• 4%–10% employee savings plan match based on tenure.
• Paid parental leave (up to 12 weeks).
• Caregiver leave.
• Adoption and surrogacy reimbursement.

As an equal opportunity employer, Children’s Health does not discriminate against employees or applicants because of race, color, religion, sex, gender identity and expression, sexual orientation, age, national origin, veteran or military status, disability, or genetic information or any other legally protected status or class.