IT Technical Support Analyst

IT Support Analyst - Hybrid Opportunity

This is a hybrid position based at our corporate office in Brentwood, TN, with on-site work required Monday through Wednesday.

The Technical Support Analyst is responsible for effective, primary technical support for Surgery Partners' customers, both internal and external. The individual provides the initial assessment, triage, research, and resolution of basic incidents and requests regarding application software products and/or infrastructure components. The Technical Support Analyst is responsible for collecting information through a customer conversation, accessing company support tools, and additional support staff if needed.

ESSENTIAL FUNCTIONS:

• Addresses and solves all basic incidents and requests.
• Logs all requests within Surgery Partners' helpdesk ticketing system. Follows up with other support staff involved in the resolution to ensure incidents are resolved, requests fulfilled, and the customer communication is complete.
• Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude.
• Ensures the end-to-end customer experience and provides a single point-of-contact for the customer.
• Analyzes and resolves incidents and requests regarding use of application software or hardware.
• Documents resolutions and updates appropriate self-help, FAQ, and knowledge bases.
• Provides after hours and on-call support as needed.
• Other duties as required.

REQUIREMENTS:

• Associate (2-year) degree, or comparable experience.

• Preferred certifications:

• CompTIA A+

• Google IT Support Professional Certificate

• ITIL Foundation

• Healthcare technology experience preferred.

• Strong customer service skills.

• Strong initiative and ability to work in a team environment.

Benefits:

• Comprehensive health, dental, and vision insurance
• Health Savings Account with an employer contribution
• Life Insurance
• PTO
• 401(k) retirement plan with a company match
• And more!

ENVIRONMENTAL/WORKING CONDITIONS: Normal busy office environment with much telephone work. Possible long hours as needed. The description is intended to provide only basic guidelines for meeting job requirements. Responsibilities, knowledge, skills, abilities and working conditions may change as needs evolve.

• If you are viewing this role on a job board such as Indeed.com or LinkedIn, please know that pay bands are auto assigned and may not reflect the true pay band within the organization.
• No Recruiters Please