Support Center Analyst

HealthPartners is hiring a Support Center Analyst. The person in this role is responsible for providing technical support to employees and users by troubleshooting and resolving a variety of software, hardware, and technology-related issues. The Analyst responds to support requests received through phone calls, live chat, online portals, and ticketing systems (approximately 20-40 per analyst daily) while delivering positive customer experiences. This role includes after-hours on-call responsibilities.

The Support Center Analyst investigates and resolves routine to moderately complex technical issues, documents incidents and service requests, escalates system outages to leadership, and helps ensure HealthPartners' technology systems and services operate effectively.

Reporting to the Supervisor, Support Center, this individual will join a collaborative team of analysts with a variety of experience levels and technical expertise. This is an intermediate-level IT support position that plays a vital role in supporting the organization's day-to-day technology needs., * Monday through Friday during core business hours (work schedule will be determined at the time of hire).

• Training is conducted onsite for the first three months at the HealthPartners Bloomington corporate office (8170 33rd Avenue South, Bloomington, MN 55425), with training hours of 7:30 a.m. to 4:00 p.m. Upon successful completion of training, employees may choose the work arrangement that best meets their needs, including remote, onsite, or hybrid options.
• Participates in an on-call rotation and provides occasional after-hours support, including evenings and weekends, as needed., * Answers, evaluates, and prioritizes incoming telephone, voicemail, e-mail, and in-person requests for assistance from users experience problems with hardware, software, networking, and other computer related technologies.
• Manages problem recognition, research, isolation, resolution, and follow-up for routine user problems, referring more complex problems to other Support Center Analysts.
• Maintains HealthPartners IS&T incident and problem management database.
• Maintains history records and related problem documentation.
• Maintains excellent customer relationships.
• Consult with programmers to explain software problems or to suggest potential software changes.
• Prepares and analyzes standard statistical reports.

• High school diploma or equivalent, plus completion of a 6-12-month Information Technology program, or an equivalent combination of education and related experience
• Three (3) years of customer service experience, preferably in a technical support environment
• Ability to troubleshoot, analyze, and resolve computer-related issues while clearly communicating solutions to both end users and technical teams.
• Strong verbal and written communication skills, with the ability to explain technical information to a variety of audiences.
• Experience resolving practical problems involving multiple processes, systems, and variables.
• Ability to interpret and follow written, verbal, and diagram-based instructions.
• Strong organizational skills with the ability to prioritize and manage work independently.
• Demonstrated commitment to providing exceptional customer service.
• Ability to participate in on-call support and work outside of normal business hours, including evenings and weekends, as needed.
• Proficiency with Microsoft Office applications, including Teams.
• Working knowledge of computer hardware, software, and technology services
• Strong analytical and critical thinking skills
• Experience in creating documentation such as reports, business correspondence, and basic procedures or user guides.
• Ability to task-switch and change direction quickly to meet the daily needs of the Support Center and its customers.

Preferred Qualifications:

• Previous ServiceNow experience

8170 33rd Avenue South, Bloomington, MN 55425 Hybrid work $24.04 - $36.06 an hour - Full-time, As a HealthPartners colleague, we're committed to nurturing your diverse talents, valuing your dedication, and supporting your work-life balance. We offer a comprehensive range of benefits to support every aspect of your life, including health, time off, retirement planning, and continuous learning opportunities. Our goal is to help you thrive physically, mentally, emotionally, and financially, so you can continue delivering exceptional care.

Join us in our mission to improve the health and well-being of our patients, members, and communities.

At HealthPartners we believe in the power of good - good deeds and good people working together. As part of our team, you'll find an inclusive environment that encourages new ways of thinking, celebrates differences, and recognizes hard work. We're a nonprofit, integrated health care organization, providing health insurance in six states and high-quality care at more than 90 locations, including hospitals and clinics in Minnesota and Wisconsin. We bring together research and education through HealthPartners Institute, training medical professionals across the region and conducting innovative research that improve lives around the world. At HealthPartners, everyone is welcome, included and valued. We're working together to increase diversity and inclusion in our workplace, advance health equity in care and coverage, and partner with the community as advocates for change.