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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Sr Technical Support Analyst (ONSITE) - **Company:** Munson Healthcare - **Location:** Traverse City, MI, United States - **Experience:** Expert - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, Software Applications, Spreadsheets, Command-Line Interface, Information Systems, Databases, Text Processing, Web Browsers, Microsoft Office, Network Architecture, Computer Equipment, Multiplatform, Server Operating Systems & Platforms - **Published:** June 24, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=d2e1465e76716808 ## About the Role *Technical Knowledge & Experience* * Background in information systems * Experience in complex multi-platform environments * Intermediate knowledge of Microsoft Windows operating systems and configuration * Intermediate knowledge of Microsoft Office and Internet Explorer * Familiarity with command line interface * Experience with Active Directory * Intermediate troubleshooting skills for computer hardware, operating systems, and desktop applications * Intermediate troubleshooting skills for peripheral devices (laser/inkjet printers, label printers, scanners, fax machines) * Ability to troubleshoot basic network connectivity issues * General understanding of networked environments * Working knowledge of Project Methodology * Ability to use email, voicemail, IM, and related technologies *Professional Competencies* * Ability to work independently * Ability to follow detailed instructions * Strong written and verbal communication skills * Excellent customer service skills * Ability to accurately document customer issues in call logging systems * Experience with one-on-one user education * Ability to develop orderly project execution plans * Ability to collaborate with IT staff, vendors, and others to troubleshoot issues and develop documentation and processes * Ability to develop, assemble, and provide education on new processes **PREFERRED QUALIFICATIONS** *Certifications & Education* * IT Project+ Certificate (or equivalent) * A+ Certification * MCDST Certification *Additional Experience & Skills* * Experience working with vendors * Intermediate knowledge of downtime operations * Basic knowledge of Apple hardware and operating systems * General knowledge of WAN/LAN networks and server environments * Experience leading small to mid-size IS projects * Experience managing hardware, software, and project budgets * Experience writing technical computer documentation * Ability to train and mentor staff * Development of staff capabilities (including evaluations, mentoring, and educating) * Commitment to lifelong learning and professional development ## Description The Sr Technical Support Analyst provides comprehensive operational support of technology infrastructure while leading technical initiatives across the healthcare system. This role combines hands-on technical expertise with leadership responsibilities, requiring the ability to manage multiple complex tasks, mentor junior staff, and drive continuous improvement in service delivery. **Core Technical Responsibilities** * Monitor, troubleshoot, and resolve hardware, operating system, application, and desktop problems following documented procedures * Prepare, install, and remove hardware and software; connect hardware to network infrastructure * Provide operational support for technology systems and escalate complex issues to appropriate IS resources * Monitor and process support tickets, ensuring resolution according to SLA timelines * Troubleshoot basic network connectivity issues and work with vendors or IS staff to resolve application, operating system, desktop, network, and hardware issues * Perform pre-defined functions during downtime procedures, including departmental rounding and relaying pertinent information to the command center **Documentation & Process Management** * Provide concise, timely, and detailed documentation of activities related to hardware/software service requests, installations, and removals * Maintain technical documentation of operational processes and procedures * Maintain departmental documentation including hardware and software inventories and billing records * Assure team maintains technical documentation and departmental records **User Support & Education** * Provide one-on-one education and training to end users * Develop and deliver training programs for the department and new hire orientation * Perform spreadsheet, database, and word processing functions to support user needs * Develop and review appropriate service level expectations with customers * Facilitate outstanding service recovery and customer satisfaction **Leadership & Team Development** * Lead teams across the healthcare system (not necessarily within IS) on projects and initiatives * Mentor and develop junior team members and peers; actively seek new ways to organize work to meet individual skills and strengths * Lead medium-sized project groups using defined methodology; recognize needs, propose ideas, and define scope, requirements, and timetables * Assist with annual staff assessments and performance evaluations * Resolve team conflicts and escalate appropriate issues to management with options and recommendations **Strategic & Business Contributions** * Perform analysis to solve business or technological issues with little or no guidance * Demonstrate in-depth awareness of customers and their major business functions; recognize opportunities for process redesign and optimization * Participate in defining strategy and tactics; seek involvement in large and complex projects spanning IS and the organization * Demonstrate general understanding of healthcare operations outside area of expertise * Develop a network of industry peers outside the organization and bring best practices to the table **Professional Competencies** * Manage multiple tasks simultaneously without supervision; effectively prioritize work of self, projects, and team members * Communicate verbally and in writing in a concise, articulate, tactful manner tailored to diverse audiences * Demonstrate ability to work independently and collaboratively with all levels and roles within the organization * Model consistent accountability, ownership, and commitment to quality work * Maintain proper security at all times and demonstrate core organizational values * Adjust quickly to new situations and display productive energy on work assignments * Actively seek learning opportunities to develop skills and stay current with industry direction * Provide and implement ideas for improving customer service and operational efficiency ## Related Videos - [Kubernetes and Microservices with Multi-Model Databases](https://www.wearedevelopers.com/videos/382-kubernetes-and-microservices-with-multi-model-databases) - [Launching a marketplace on-time: A lesson in taking shortcuts using spreadsheets!](https://www.wearedevelopers.com/videos/477-launching-a-marketplace-on-time-a-lesson-in-taking-shortcuts-using-spreadsheets) - [How Web AI Can Power the Agentic Web - Jason Mayes (Google)](https://www.wearedevelopers.com/videos/1896-how-web-ai-can-power-the-agentic-web-jason-mayes-google) - [You’re a great coder? 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