Support Services Tier 2 Tech Analyst, FT, Variable Shift

Prisma HealthGreenville, South Carolina

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Overview

Schedule

Full-time

Career level

Entry-level

Remote

Benefits

Career Development

Job Description

Inspire health. Serve with compassion. Be the difference.

Job Summary

Provides advanced technical support to end-users within Prisma Health. Responsible for diagnosing, troubleshooting, and resolving a wide range of complex software, hardware, and infrastructure issues. Role requires strong analytical and problem-solving skills, excellent communication abilities, and a deep understanding of IT support best practices.

Essential Functions

All team members are expected to be knowledgeable and compliant with Prisma Health's values: Inspire health. Serve with compassion. Be the difference.
Diagnoses and troubleshoots complex technical issues related to: desktop operating systems (Windows, macOS), applications (Office 365, Epic, etc.), network connectivity and peripherals, and/or hardware malfunctions
Provides remote technical support to end-users.
Documents all support interactions, resolutions, and workarounds in the ITSM system.
Escalates unresolved issues to Tier 3 support or other relevant teams, as needed.
Identifies and resolves recurring issues.
Contributes to the development and maintenance of knowledge base articles and support documentation.
Participates in team meetings and training sessions to enhance technical skills and knowledge.
Adheres to all relevant service level agreements (SLAs) and security protocols.
Collaborates with other IT teams and departments.
Participates in on-call rotation as required.
Performs other duties as assigned.

Supervisory/Management Responsibility

This is a non-management job that will report to a supervisor, manager, director, or executive.

Minimum Requirements

Education- High School diploma or equivalent. Associate’s degree in information technology or related field preferred.
Experience- Two (2) years of experience in IT support, including experience with troubleshooting complex technical issues, providing remote support, and/or utilizing ticketing systems

In Lieu Of

In lieu of the educational and experience requirements listed above, an equivalent combination of work/academic experience may be considered (i.e., Associate degree and no experience)
Team members employed in this job prior to July 1, 2020, are grandfathered under prior educational and experience requirements. In addition, team members must be certification eligible and will have one year to obtain required certification.

Required Certifications, Registrations, Licenses

ITIL Foundation certification or equivalent preferred.
A+ or Network+ certifications preferred

Knowledge, Skills and Abilities

Excellent written and verbal communication skills.
Strong analytical and problem-solving skills.
Ability to effectively communicate technical information to non-technical users.
Strong customer service orientation.
Ability to work independently and as part of a team.
Strong attention to detail and organizational skills.
Proficient in Microsoft Office Suite.
Experience with remote support tools (e.g., Beyond Trust, Remote Desktop).
Knowledge of healthcare IT environments preferred.

Work Shift

Variable (United States of America)

Location

Greenville Memorial Med Campus

Facility

7001 Corporate

Department

70019064 ITS Support Services

Share your talent with us! Our vision is simple: to transform healthcare for the benefits of the communities we serve. The transformation of healthcare requires talented individuals in every role here at Prisma Health.

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FAQs About Support Services Tier 2 Tech Analyst, FT, Variable Shift Jobs at Prisma Health

What is the work location for this position at Prisma Health?

This job at Prisma Health is located in Greenville, South Carolina, according to the details provided by the employer. Some roles may also include multiple work locations depending on the requirement.

What pay range can candidates expect for this role at Prisma Health?

Employer has not shared pay details for this role.

What employment applies to this position at Prisma Health?

Prisma Health lists this role as a Full-time position.

What experience level is required for this role at Prisma Health?

Prisma Health is looking for a candidate with "Entry-level" experience level.

Does Prisma Health allow remote work for this role?

Yes, this position at Prisma Health supports remote work, giving candidates the flexibility to work outside the primary office location.

What benefits are offered by Prisma Health for this role?

Prisma Health offers Career Development for this position. Actual benefits may vary depending on the employer's policies and employment terms.

What is the process to apply for this position at Prisma Health?

You can apply for this role at Prisma Health either through Sonara's automated application system, which helps you submit applications 10X faster with minimal effort, or by applying manually using the direct link on the job page.