Technical Analyst II

Job Summary

The Technical Analyst II implements and supports facility and division desktop equipment and serves as the primary technical resource for end‑user desktop incidents and requests reported to the Service Desk. The role includes mentoring, supporting, and training entry‑level Technical Analysts, coordinating with senior‑level personnel for issues beyond scope, and participating in a 24×7 on‑call support rotation. The position adheres to HCA IT policies and procedures, and identifies process improvements for desktop equipment and software support.

• Installs and repairs facility and division IT&S equipment and software per HCA and division standards, including terminals, PCs, printers, cabling, and related software products.
• Responds to and resolves inquiries and requests for assistance with division or facility computer systems, delivering a superior customer support experience.
• Analyzes and provides hands‑on support for moderate to complex inquiries, determining the appropriate technical area or vendor and coordinating resolution.
• Logs and tracks problems; reviews problem‑tracking databases.
• Mentors, trains, and supports entry‑level technical analysts.
• Performs facility‑based moves, adds, and changes (MACs) as needed.
• Maintains documentation for each incident or request and escalates complex problems per documented procedures.
• Participates in 24×7 on‑call support based on division IT staff rotation and carries a pager when warranted.
• Aids and trains users on division and facility technology.
• Performs preventative maintenance.
• Recommends process changes to improve the implementation, maintenance, and support of IT&S desktop equipment and software.
• Works effectively with customers, the Service Desk, and Technical Services personnel.
• Participates in meetings, committees, and continuing education to improve individual, departmental, and organizational performance.
• Adheres to and supports HCA IT&S standards, policies, and procedures.
• Maintains confidentiality regarding patient care and employee information.
• Adheres to the Code of Conduct and HCA Mission & Value Statement.

• Manages and prioritizes workload.
• Demonstrates ability to multi‑task and possesses strong analytical skills.
• Shows a customer orientation and strength in analytical, math, and reasoning skills.
• Communicates effectively verbally and in writing.
• Possesses proficiency in MS Office applications.
• Can drive to assigned sites to complete work.

• Bachelor’s degree in information systems or a healthcare‑related field preferred.
• Minimum of three years of IT experience.
• Basic certification in A+ and Microsoft desktop product support preferred; education or experience may substitute for A+ certification.
• Valid state driver’s license and proof of auto insurance, if applicable.

• Comprehensive medical, prescription drug, dental, vision, behavioral health, and telemedicine coverage.
• Well‑being support, including free counseling and referral services.
• Paid time off, paid family leave, long‑ and short‑term disability coverage, and leaves of absence.
• 401(k) plan with a 100% match on 3% to 9% of pay, employee stock purchase plan, flexible spending accounts, preferred banking partnerships, retirement readiness tools, rollover support, and financial well‑being counseling.
• Tuition assistance, student loan assistance, certification support, dependent scholarships, and partnership with Galen College of Nursing.
• Additional benefits for fertility and family building, adoption assistance, life insurance, supplemental health protection plans, auto and home insurance, legal counseling, identity theft protection, and consumer discounts.

Eligibility for benefits may vary by location.

We are an equal‑opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.