Technical Support Analyst

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, 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.

• 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), High School Diploma or Equivalent Required - And Associate’s Degree Information Systems Or Computer Science Or Related Field Preferred, 1 Year Information Technology - Information Services Or Customer Service Required

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 www.wakemed.org.