Technical Support Analyst

Technical Support Analyst

Summary: 

Be an integral part of our 24/7 support team, delivering timely and expert technical assistance for our critical application suite. In this role, you'll troubleshoot and resolve client issues, collaborate with internal teams, and ensure smooth system operations, all while providing exceptional customer support in a fast-paced, mission-critical environment. 

Key Responsibilities: 

• Act as the first point of contact for technical support inquiries, responding quickly to client issues across various communication channels (phone, email, ticketing system). 

• Troubleshoot and resolve technical problems, escalating to specialized teams when needed. 

• Work closely with internal teams to ensure seamless implementation of solutions and system updates. 

• Maintain strong relationships with clients by ensuring effective communication and providing clear, actionable guidance. 

• Log and track service requests, ensuring timely follow-ups and comprehensive documentation. 

Requirements: 

• Associate's degree in IT, Computer Science, or a related field, or equivalent experience. 

• 1-2 years of technical support or help desk experience, with proficiency in SQL and familiarity with ticketing systems. 

• Strong problem-solving and troubleshooting skills, along with excellent customer service abilities. 

• Flexible availability, including nights, weekends, and on-call rotations, to provide 24/7 support. 

Preferred Skills: 

• Experience in critical industries requiring continuous uptime. 

• Familiarity with HL7, Agile, ITIL frameworks, or cloud-based systems. 

About Us:

STChealth, founded in 1988, is dedicated to eradicating vaccine-preventable diseases through innovative technology and service solutions. With over 36 years of experience, the company has developed the first Immunization Information System (IIS) and now supports more than a quarter of all vaccinations reported nationwide. STChealth's platform securely connects consumers, providers, and public health entities, facilitating real-time data exchange to enhance immunization rates and public health responses. Recognized for its commitment to employee well-being, STChealth has received the 2024 Top Workplaces Industry Award and the American Heart Association's Gold Recognition for promoting a healthy work culture. The company values innovation, work-life flexibility, and a collaborative environment, making it an attractive workplace for professionals passionate about public health and technology. (stchealth.com)

Salary Range:

The hiring range for this role is $65,000 to $75,000 USD per year. Final compensation will be based on experience, skills, market conditions, and internal equity.