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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Technical Support Analyst - **Company:** WakeMed Health & Hospitals - **Location:** Raleigh, NC, United States - **Contract:** Permanent contract - **Skills:** Information Systems, Identity and Access Management, Issue Tracking Systems, Knowledge Management, Os Ticket, Information Technology, User Accounts - **Published:** June 20, 2026 - **Apply:** https://kshealthjobs.net/jobs/rss/22365274/technical-support-analyst ## 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), 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 ## Description 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. ## Related Videos - [Microservices? Monoliths? 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