Technical Support Analyst

OverviewThe Technical Support Analyst is responsible for delivering high-quality Tier 1 technical support to end users across the organization. This role serves as the first point of contact for all incoming IT support requests via phone, email, and ticketing systems, with a strong focus on achieving first-call resolution.This position plays a critical role in supporting clinical and business operations by addressing immediate technical needs—especially those impacting patient care. The analyst provides troubleshooting, consultation, and basic instruction on a wide range of IT systems, ensuring timely and effective solutions. Key ResponsibilitiesProvide Tier 1 technical support for hardware, software, operating systems, telephony, unified communications, networking, and identity management systemsReceive, triage, and resolve incoming support requests via phone, email, and ticketing system with a focus on first-call resolutionDiagnose issues by identifying whether problems are related to software, hardware, or network and determine appropriate solutions or escalation pathsDocument all incidents, service requests, and troubleshooting steps accurately within the ticketing systemManage and prioritize assigned tickets, ensuring timely updates, resolution, and communication with end usersSupport system access requests, including provisioning and deprovisioning user accounts while ensuring compliance with security policiesCollaborate with internal teams, vendors, and external partners to resolve complex or non-routine technical issuesProvide just-in-time training and guidance to users as neededMaintain service level agreements (SLAs) through prompt and professional communicationContribute to knowledge management by providing feedback and updating documentation to improve service desk operationsMonitor and report on service desk performance and identify opportunities for process improvementEscalate high-priority or sensitive issues to management when necessary Core Competencies:Customer Support (20%)Deliver responsive, high-quality support to enable clinical and business operationsTechnical Support – Tier 1 (20%)Resolve routine technical issues and follow up with users as neededTroubleshooting (15%)Investigate and diagnose technical issues, escalating when appropriateTicket Documentation (15%)Maintain accurate and detailed records of incidents and resolutionsTicket Resolution & Workload Management (10%)Efficiently manage assigned workload and drive issues to completionService Level Management (5%)Respond within established SLAs and maintain service excellenceAccess Management (5%)Ensure secure and compliant handling of user access requestsDocumentation (5%)Create and maintain clear technical documentationEscalation Management (5%)Identify and escalate critical issues appropriately Organizational Values (WakeWay Behaviors)Respect for People: Demonstrates empathy, values diversity, and maintains dignity and privacyTeamwork: Collaborates effectively and contributes to a positive work environmentCommitment & Accountability: Prioritizes safety, works with integrity, and strives for excellenceCommunication: Engages with professionalism, listens actively, and supports understandingContinuous Improvement (WW2E): Identifies efficiencies, reduces waste, and supports streamlined processes Qualifications:EducationHigh School Diploma or equivalent (required)Associate’s Degree in Information Systems, Computer Science, or related field (preferred)Experience1+ year of experience in Information Technology, Information Services, or Customer Service (required) Why Join Us?This role offers the opportunity to make a direct impact on patient care by ensuring critical systems remain operational and accessible. You’ll work in a fast-paced, collaborative environment with opportunities to grow your technical skills and contribute to continuous improvement initiatives. Department DescriptionServing the community since 1961, WakeMed Health & Hospitals is the leading provider of health services in Wake County. With a mission to improve the health and well-being of our community, we are committed to providing outstanding and compassionate care. For more information, visit www.wakemed.org.EOE LicensureNot Applicable EducationHigh School Diploma or Equivalent Required - And Associate's Degree Information Systems Or Computer Science Or Related Field Preferred Experience1 Year Information Technology - Information Services Or Customer Service Required