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# Technical Support Analyst

- **Company:** WakeMed Health & Hospitals
- **Location:** Raleigh, NC, United States
- **Contract:** Permanent contract
- **Skills:** Information Systems, Issue Tracking Systems, Knowledge Management, Information Technology, User Accounts
- **Published:** October 21, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=ea6a2102217dbdc2

## About the Role

* 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), 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

## Description

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., * 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, 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.