User Support Analyst I

Join Marshall Health Network's Information Services Team

Marshall Health Network is seeking a customer-focused and technically skilled User Support Analyst II to provide exceptional support for end-user technology across our healthcare system. This role is ideal for an experienced IT professional who enjoys troubleshooting technical issues, supporting a variety of hardware and software platforms, and delivering outstanding customer service to employees throughout the organization.

As a User Support Analyst II, you will serve as a key point of contact for end users, providing both on-site and remote technical support while helping ensure reliable, secure, and efficient technology operations across Marshall Health Network.

Responsibilities 

• Install, configure, maintain, troubleshoot, and upgrade desktop computers, laptops, printers, telephones, mobile devices, and related hardware.
• Provide on-site and remote technical support for hardware, software, email, and network connectivity issues.
• Respond to and resolve Help Desk tickets in accordance with established service level agreements.
• Document troubleshooting steps, solutions, and support activities within the ticketing system and knowledge base.
• Set up new user accounts, reset passwords, unlock accounts, and support user access requests.
• Assist employees with the use of software applications, hardware devices, email, and internet connectivity.
• Monitor, prioritize, and escalate support requests as appropriate.
• Perform hardware diagnostics, repairs, installations, and equipment replacements.
• Maintain inventory records for desktop equipment and related technology assets.
• Support wireless connectivity and basic network troubleshooting.
• Collaborate with other Information Services team members to resolve technical issues and improve support processes.
• Educate end users on technology best practices, security awareness, and organizational IT procedures.
• Participate in Help Desk coverage and on-call support activities.
• Contribute to continuous improvement initiatives focused on customer service and operational efficiency.

Education

• Bachelor's degree in Information Technology, Computer Science, or a related field, or an equivalent combination of education and experience required.
• Industry certifications such as CompTIA A+, Microsoft, or ITIL are preferred.

Experience

• One to Three years of technical support experience required.
• Healthcare or hospital IT experience preferred.
• Experience supporting Windows-based desktop environments and end-user technologies.

Knowledge, Skills, and Abilities

• Strong troubleshooting and problem-solving skills.
• Excellent customer service and interpersonal skills.
• Professional phone, email, and in-person communication abilities.
• Working knowledge of Microsoft Office and Microsoft operating systems.
• Familiarity with Active Directory, user account administration, and security permissions.
• Understanding of PC hardware, peripheral devices, and basic networking concepts.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong documentation and organizational skills.
• Ability to explain technical concepts to users with varying levels of technical knowledge.

Physical Requirements

This position requires frequent use of computers and technology equipment, including keyboarding and operating technical devices. The role may require lifting and moving equipment up to 20 pounds, mobility throughout healthcare facilities, and the ability to perform detailed visual and manual tasks associated with technical support and equipment installations.