Tier 2 Technical Support Analyst

Role overview A Tier 2 Technical Support Analyst position supporting a healthcare provider organization's information technology function on a remote basis within the United States. The role focuses on resolving escalated technical issues, maintaining reliable systems for clinical and administrative staff, and bridging the gap between frontline support and more specialized engineering teams.

Responsibilities - Diagnose and resolve escalated technical support tickets involving hardware, software, operating systems, and connectivity issues affecting end users. - Document troubleshooting steps, known issues, and resolutions clearly within the ticketing system to support knowledge sharing across the support team. - Collaborate with Tier 1 staff and senior engineers to address complex incidents, recurring problems, and root cause analyses. - Support end users across clinical and administrative environments, ensuring technology issues do not disrupt patient care or business operations. - Participate in onboarding, account provisioning, and access management activities tied to healthcare workflows and protected information systems.

Requirements - Prior experience in a technical support or help desk role, with demonstrated ability to handle escalated issues independently. - Working knowledge of common operating systems, productivity software, remote support tools, and ticketing platforms. - Strong communication skills, with the ability to explain technical concepts to non-technical users in a calm, professional manner. - Comfort working in a remote, distributed environment and managing priorities across multiple support channels. - Understanding of, or ability to learn, the privacy and security considerations relevant to healthcare information systems.

Nice to have - Experience supporting clinical applications, electronic health records, or other healthcare-specific platforms. - Familiarity with ITIL-aligned service management practices and structured incident handling.

Benefits and work setup - Fully remote position based in the United States, working within the organization's Information Technology department.