End User Technical Support Analyst

St. Peter's Health; Town of Montana (WI); On-site; USD 42,000 - 62,000; Full time

Job summary

St. Peter's Health is seeking a professional IT Help Desk technician to diagnose and resolve hardware, software, network, and peripheral issues for hospital departments. You will manage incidents from intake to resolution, documenting steps and escalating when needed, while delivering clear guidance to end users.

The role emphasizes strong analytical, communication, organizational and customer service skills, with the ability to handle multiple technical issues promptly in a healthcare setting.

Qualifications

• Education: High School diploma or GED preferred.
• Technical training or work experience is preferred.
• Two years progressive experience with personal computers is preferred.
• Ability to troubleshoot PCs, printers and switch systems using remote tools.
• Strong communication and customer service skills.

Responsibilities

• Provide professional technical support to facility departments, external offices, and agencies.
• Manage Help Desk incidents from intake to resolution, with documentation, prioritization, escalation and closure in the ticketing system.
• Perform remote troubleshooting, software installation and upgrades, and device support.
• Troubleshoot network and printer issues; perform routine equipment maintenance.
• Provide technical guidance to end users and hospital staff.

Skills

Help desk support

Remote troubleshooting

Communication

Organizational skills

Customer service

Education

High School diploma or GED

Technical training/experience

Job description

Job Description

This position provides professional technical support to facility departments, external offices, and agencies by diagnosing and resolving hardware, software, network, and peripheral equipment issues. Manages Help Desk incidents and service requests from initial intake through resolution, including accurate documentation, prioritization, escalation, and closure within the ticketing system. Responsibilities include remote troubleshooting, software installation and upgrades, computer and mobile device support, network and printer troubleshooting, routine equipment maintenance, and providing technical guidance to end users. Requires strong analytical, communication, organizational, and customer service skills, with the ability to effectively manage multiple technical issues in a timely manner.

Job Description

This position provides professional technical support to facility departments, external offices, and agencies by diagnosing and resolving hardware, software, network, and peripheral equipment issues. Manages Help Desk incidents and service requests from initial intake through resolution, including accurate documentation, prioritization, escalation, and closure within the ticketing system. Responsibilities include remote troubleshooting, software installation and upgrades, computer and mobile device support, network and printer troubleshooting, routine equipment maintenance, and providing technical guidance to end users. Requires strong analytical, communication, organizational, and customer service skills, with the ability to effectively manage multiple technical issues in a timely manner.

KNOWLEDGE/EXPERIENCE

Education and training on data communications systems (experience preferred). Base understanding of how communications systems interact with data systems. Must be able to troubleshoot PC's, printers and switch system problems using online tools focused on remote diagnosis and resolution. Must possess interpersonal skills necessary to communicate effectively and efficiently in a courteous and considerate manner to maintain contact with hospital personnel and customers, including listening, written and verbal skills. Physical strength, agility, and endurance necessary for job performance such as moving and maintaining equipment.

EDUCATION

High School diploma or GED preferred. Technical training/work experience is preferred. Two years progressive experience with personal computers is preferred.

LICENSE/CERTIFICATION/REGISTRY

None.