Technical Support Analyst

Job description

Overview
The 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 Responsibilities
• Provide Tier 1 technical support for hardware, software, operating systems, telephony, unified communications, networking, and identity management systems
• Receive, triage, and resolve incoming support requests via phone, email, and ticketing system with a focus on first-call resolution
• Diagnose issues by identifying whether problems are related to software, hardware, or network and determine appropriate solutions or escalation paths
• Document all incidents, service requests, and troubleshooting steps accurately within the ticketing system
• Manage and prioritize assigned tickets, ensuring timely updates, resolution, and communication with end users
• Support system access requests, including provisioning and deprovisioning user accounts while ensuring compliance with security policies
• Collaborate with internal teams, vendors, and external partners to resolve complex or non-routine technical issues
• Provide just-in-time training and guidance to users as needed
• Maintain service level agreements (SLAs) through prompt and professional communication
• Contribute to knowledge management by providing feedback and updating documentation to improve service desk operations
• Monitor and report on service desk performance and identify opportunities for process improvement
• Escalate high-priority or sensitive issues to management when necessary

Qualifications:
Education
• High School Diploma or equivalent (required) Associate’s Degree in Information Systems, Computer Science, or related field (preferred)
• Experience
• 1+ 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 Description
Serving 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
Licensure
Not Applicable
Education
High School Diploma or Equivalent Required - And Associate's Degree Information Systems Or Computer Science Or Related Field Preferred
Experience
1 Year Information Technology - Information Services Or Customer Service Required