Support Analyst I – Job Description

Position Overview

This role is responsible for providing Tier 1 technical support across hardware, software, and operating system environments. The analyst will serve as the first point of contact for IT support, ensuring excellent customer service, timely issue resolution, and proper escalation when necessary.

Work Environment:

• 100% onsite across multiple campuses
• Travel required between locations (must have personal vehicle)

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Key Requirements (MANDATORY)

Candidates must meet all of the following criteria:

• Project deployment experience
  • Deploying PCs, printers, and other IT equipment
• Reliable transportation
  • Required for travel to offsite locations
• Hospital or healthcare environment experience
• A+ Certification (required)
• 3–5 years of relevant experience
• Printer support experience

Nice-to-Have (Not Required)

• Military background
• Previous experience with the same organization
• Participation in organized sports

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Core Responsibilities

Customer Support & Service Delivery

• Serve as the first point of contact for IT support requests
• Deliver high-quality customer service with strong focus on satisfaction
• Accurately log and track all support requests through resolution
• Evaluate and prioritize issues based on urgency and impact

Technical Support

• Diagnose and resolve Tier 1 issues involving:
  • PCs and end-user devices
  • Printers and peripherals
  • Operating systems and applications
• Provide support via phone, remote tools, or onsite visits
• Escalate Tier 2 issues appropriately

Queue & Incident Management

• Manage Level 1 service queues and ensure proper ticket categorization
• Coordinate service queues across sites and stakeholder groups
• Follow incident, problem, and change management processes
• Recommend improvements to reduce repeat incidents and improve service quality

Collaboration & Operations

• Act as a liaison between end users and IT teams
• Work under supervision while supporting team initiatives
• Maintain and expand knowledge of:
  • Hardware
  • Software
  • Mobile devices
  • Operating systems

Security & Compliance

• Follow all enterprise and IT security policies, procedures, and standards
• Support compliance with:
  • Federal and state regulations
  • Healthcare accreditation standards
  • Data privacy and confidentiality requirements

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Required Skills & Experience

• 2–3+ years of experience in:
  • End-user device (EUD) support
  • Service desk support or similar environment
• Strong troubleshooting and problem-solving skills
• Ability to resolve technical issues both remotely and onsite
• Excellent communication, documentation, and organizational skills
• Strong customer service mindset
• Ability to work independently and in team environments

Technical Knowledge

• Hardware: PCs, printers, terminals, networking, telecom equipment
• Microsoft technologies:
  • Deployment, imaging, security, licensing, compliance
• Networking:
  • TCP/IP fundamentals

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Preferred Skills & Experience

• Prior healthcare IT support experience
• Familiarity with medical terminology
• Experience supporting Level 2 service desk environments

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Education & Certifications

Required

• High school diploma or equivalent
• A+ Certification (required)

Preferred Education

• Some college coursework
• OR
• Technical school diploma

Preferred Certifications

• Network+ (CompTIA)
• Security+ (CompTIA)
• ITIL Foundation
• MCP / MCSA
• CCNA
• Vendor certifications (e.g., Lenovo, Lexmark)

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Summary of Role Expectations

• Deliver efficient Tier 1 technical support
• Maintain high customer satisfaction
• Accurately document and track incidents
• Escalate issues appropriately
• Continuously improve service delivery and reduce recurring issues