Technical Support Analyst

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

Core Competencies:

Customer Support (20%)

• Deliver responsive, high-quality support to enable clinical and business operations

Technical Support - Tier 1 (20%)

• Resolve routine technical issues and follow up with users as needed

Troubleshooting (15%)

• Investigate and diagnose technical issues, escalating when appropriate

Ticket Documentation (15%)

• Maintain accurate and detailed records of incidents and resolutions

Ticket Resolution & Workload Management (10%)

• Efficiently manage assigned workload and drive issues to completion

Service Level Management (5%)

• Respond within established SLAs and maintain service excellence

Access Management (5%)

• Ensure secure and compliant handling of user access requests

Documentation (5%)

• Create and maintain clear technical documentation

Escalation Management (5%)

• Identify and escalate critical issues appropriately

Organizational Values (WakeWay Behaviors)

• Respect for People: Demonstrates empathy, values diversity, and maintains dignity and privacy
• Teamwork: Collaborates effectively and contributes to a positive work environment
• Commitment & Accountability: Prioritizes safety, works with integrity, and strives for excellence
• Communication: Engages with professionalism, listens actively, and supports understanding
• Continuous Improvement (WW2E): Identifies efficiencies, reduces waste, and supports streamlined processes

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 . 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 Create a Job Match for Similar Jobs

At WakeMed Health & Hospitals, we are guided by a simple – yet powerful mission: to improve the health and well-being of our community by providing outstanding and compassionate care to all.To deliver on this mission, WakeMed employs the “best minds and the biggest hearts” in the business. Our team includes over 8,500 experienced registered nurses, technologists, medical professionals, support staff, and a medical staff of more than 1,200 physicians and advanced practice providers who are dedicated to putting patients first.When it comes to culture and benefits, we recognize that when we take good care of our employees, our employees can take even better care of our patients. We proudly offer competitive salaries that reflect background, experience and special skills. Our benefits programs are designed to give you and your family the support you need for today while planning for a successful tomorrow. We promote diversity in the ... workplace, provide equal employment opportunity for all qualified applicants, and we participate in E-verify.We think it’s pretty simple – we care for our employees and our employees care for the community.

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