Senior Tech Support Analyst
Senior Technical Support Analyst
Location: Nashville, TN/ Hybrid
Status: Full Time
Days: Monday - Friday
Hours: 40/week
SUMMARY
The Senior Technical Support Analyst serves as a senior-level, hands-on technical resource responsible for providing advanced end-user and application support across the organization. This role supports clinical and business users with Electronic Medical Records (EMR), clinical applications, Microsoft 365, and end-user computing technologies. In addition to resolving complex technical issues, the Senior Technical Support Analyst acts as an escalation point, subject matter expert, and mentor to other Technical Support Analysts, helping ensure consistent, high-quality IT service delivery in a mission-critical healthcare environment.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Advanced Technical Support
- Provide advanced support and troubleshooting for healthcare applications, including EMR systems and other clinical tools
- Support Microsoft 365 services including Outlook, Teams, OneDrive, SharePoint, and Entra ID, and on-premises Active Directory
- Diagnose and resolve complex issues related to:
Windows laptops and desktops
Mobile devices including iPhones, iPads, and other mobile devices
Printers, scanners, and peripheral devices
Local area networks (LAN), Wi Fi, and connectivity issues
Telecom systems such as Teams and RingCentral
- Serve as an escalation point for high-impact or unresolved technical issues, particularly those affecting clinical operations
Clinical & Business User Support
- Deliver responsive, customer-focused support to clinicians, administrative staff, and volunteers
- Understand clinical workflows and prioritize issues that impact patient care or regulatory compliance
- Coordinate with vendors, application support teams, and infrastructure teams to resolve complex incidents
Mentorship & Knowledge Sharing
- Provide guidance and informal mentoring to Technical Support Analysts
- Assist with onboarding and training of new support staff
- Develop and maintain technical documentation, knowledge base articles, and troubleshooting guides
- Promote best practices for system usage, security, and efficiency
Process, Documentation & Quality
- Accurately document incidents, requests, and resolutions in the IT service management system
- Identify recurring issues and recommend improvements to processes, tools, or training
- Participate in testing, rollout, and support of new systems, applications, and hardware
- Support IT standards, policies, and procedures appropriate for a regulated healthcare environment
Security & Compliance
- Follow organizational policies related to information security, data privacy, and acceptable use
- Assist with device security, access management, and incident response as required
- Support compliance efforts related to HIPAA and internal IT security policies