Support Analyst

Help Desk Support (Hybrid)

We are seeking a Product Operations Analyst to provide advanced technical support for healthcare technology platforms, integrations, and business-critical applications. This role serves as an escalation point for complex user issues and combines Help Desk, Application Support, and Production Operations responsibilities. This is a hybrid position with onsite training and onsite support requirements.

Key Responsibilities

Provide Tier 2 technical support for business applications, user portals, integrations, and workflow systems.

Troubleshoot complex issues involving user access, application performance, data processing, APIs, file transfers, email delivery, SMS communications, and fax integrations.

Investigate incidents through log analysis, workflow validation, queue management, and production monitoring.

Support providers, physicians, patients, specialty pharmacies, manufacturer program teams, and internal stakeholders.

Monitor application health, scheduled jobs, integrations, APIs, message queues, and SFTP processes to identify and resolve operational issues.

Manage incidents through ticketing systems, document findings, and ensure timely resolution and communication.

Escalate and coordinate critical issues with development teams, engineering resources, and third-party vendors.

Validate software fixes, perform user acceptance testing, and verify production deployments.

Assist with system implementations, configuration updates, process improvements, and new program launches.

Maintain documentation, knowledge base articles, and troubleshooting procedures.

Required Skills

Tier 2 Help Desk Support

Application Support

Desktop Troubleshooting

Incident Management

Root Cause Analysis

Ticket Management

User Account Administration

System Monitoring

Log Review and Analysis

API and Integration Support

SFTP/File Transfer Troubleshooting

Customer Service

Microsoft 365

Technical Documentation

Preferred Qualifications

Experience in a Help Desk, Service Desk, Desktop Support, Application Support, NOC, or Product Support environment.

Familiarity with Service Now, Jira, Zendesk, Salesforce, or similar ticketing platforms.

Experience troubleshooting user access issues, application errors, integration failures, and production incidents.

Strong understanding of escalation procedures, SLA management, and issue prioritization.

Ability to communicate effectively with both technical teams and non-technical end users.

Experience supporting enterprise applications in a healthcare, technology, or operations-focused environment.

Ideal Candidate

This role is well-suited for someone who has moved beyond a traditional Tier 1 Help Desk environment and enjoys investigating complex technical issues, supporting enterprise applications, working closely with development teams, and serving as a trusted escalation resource for end users and business stakeholders.

Job Type & Location

This is a Contract position based out of Pittsburgh, PA.

Pay and Benefits

The pay range for this position is $20.00 - $22.00/hr.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:

- Medical, dental & vision
- Critical Illness, Accident, and Hospital - 401(k) Retirement Plan
- Pre-tax and Roth post-tax contributions available
- Life Insurance (Voluntary Life & AD&D for the employee and dependents) - Short and long-term disability
- Health Spending Account (HSA) - Transportation benefits
- Employee Assistance Program
- Time Off/Leave (PTO, Vacation or Sick Leave)

Workplace Type

This is a hybrid position in Pittsburgh,PA.

Final date to receive applications

This position is anticipated to close on Aug 17, 2026.

About TEKsystems

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change.

That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

About TEKsystems and TEKsystems Global Services  

We're a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We're a team of 80,000 strong, working with over 6,000 customers, including 80% of the…