Sr Technical Support Analyst; ONSITE

Position: Sr Technical Support Analyst (ONSITE)
Company Description

More Than Just Care, It's Community

Imagine doing meaningful work in a place where people vacation. That's life at Munson Healthcare - northern Michigan's largest healthcare system, with eight award-winning community hospitals serving over half a million residents across 29 counties.

If you want a career in healthcare and a lifestyle most people only dream about - with freshwater lakes, scenic trails, charming downtowns, a vibrant arts scene, and endless outdoor adventures - you might just be Munson Material. To us, that means teammates who live by our values of excellence, teamness, positivity, creativity, and a commitment to creating exceptional experiences for our patients and each other.

Join a team that delivers outstanding care in one of the most beautiful regions in the country.

Invested in You

* Grow:
Tuition reimbursement, in-person and online development, and access to our career hub to help you advance.

* Thrive:
Full benefits, paid holidays, generous PTO, employee discounts, and free individual retirement counseling.

* Be Well:
Free wellness platform for you and your family, plus personalized support for personal or family challenges.

* Be Heard:
Share your ideas and help shape the way we work through improvement huddles, employee surveys, and town hall meetings

Job Description

The Sr Technical Support Analyst provides comprehensive operational support of technology infrastructure while leading technical initiatives across the healthcare system. This role combines hands-on technical expertise with leadership responsibilities, requiring the ability to manage multiple complex tasks, mentor junior staff, and drive continuous improvement in service delivery.

Core Technical Responsibilities

* Monitor, troubleshoot, and resolve hardware, operating system, application, and desktop problems following documented procedures

* Prepare, install, and remove hardware and software; connect hardware to network infrastructure

* Provide operational support for technology systems and escalate complex issues to appropriate IS resources

* Monitor and process support tickets, ensuring resolution according to SLA timelines

* Troubleshoot basic network connectivity issues and work with vendors or IS staff to resolve application, operating system, desktop, network, and hardware issues

* Perform pre-defined functions during downtime procedures, including departmental rounding and relaying pertinent information to the command center

Documentation & Process Management

* Provide concise, timely, and detailed documentation of activities related to hardware/software service requests, installations, and removals

* Maintain technical documentation of operational processes and procedures

* Maintain departmental documentation including hardware and software inventories and billing records

* Assure team maintains technical documentation and departmental records

User Support & Education

* Provide one-on-one education and training to end users

* Develop and deliver training programs for the department and new hire orientation

* Perform spreadsheet, database, and word processing functions to support user needs

* Develop and review appropriate service level expectations with customers

* Facilitate outstanding service recovery and customer satisfaction

Leadership & Team Development

* Lead teams across the healthcare system (not necessarily within IS) on projects and initiatives

* Mentor and develop junior team members and peers; actively seek new ways to organize work to meet individual skills and strengths

* Lead medium-sized project groups using defined methodology; recognize needs, propose ideas, and define scope, requirements, and timetables

* Assist with annual staff assessments and performance evaluations

* Resolve team conflicts and escalate appropriate issues to management with options and recommendations

Strategic & Business Contributions

* Perform analysis to solve business or technological issues with little or no guidance

* Demonstrate in-depth awareness of customers and their major business functions; recognize opportunities for process redesign and optimization

* Participate in defining strategy and tactics; seek involvement in large and complex projects spanning IS and the organization

* Demonstrate general understanding of healthcare operations outside area of expertise

* Develop a network of industry peers outside the organization and bring best practices to the table

Professional Competencies

* Manage multiple tasks simultaneously without supervision; effectively prioritize work of self, projects, and team members

* Communicate verbally and in writing in a concise, articulate, tactful manner tailored to diverse audiences

* Demonstrate ability to work independently and collaboratively with all levels and roles within the organization

* Model consistent accountability, ownership, and commitment to quality work

* Maintain proper security at all times and demonstrate core organizational values

* Adjust quickly to new situations and display…