Healthcare Tech Support Analyst (Clinical & IT)

Synthesis Health; Huntington (WV); Hybrid; USD 28,000 - 30,000; Full time

Benefits offered by this job

Medical

Dental

Vision

Use-as-needed vacation

Job summary

Synthesis Health in Huntington, WV is seeking a highly motivated, detail-oriented Support Analyst (L1) to join our growing team. You’ll be the first point of contact for customers and internal users, triaging and resolving straightforward issues and routing more complex problems to the appropriate domain.

Work is hybrid with on-call rotations; you’ll collaborate with Clinical, Technical, and Interfacing & Connectivity teams, document resolutions, educate customers on software and hardware,

Qualifications

• High school diploma or equivalent.
• 1–2 years in customer or technical support, healthcare or tech preferred.

Responsibilities

• Serve as first point of contact by phone, email, and omni-channel tools.
• Perform first-call diagnosis and route issues to Clinical, Technical, or Interfacing teams.
• Resolve straightforward issues with guidance from knowledge base.
• Escalate complex issues with full triage notes and reproduction steps.
• Document resolutions and triage notes for all tickets.
• Educate customers on software/hardware functionality and best practices.
• Follow up to ensure resolution and satisfaction on Analyst-level tickets.
• Maintain and contribute to the knowledge base; flag recurring gaps.
• Monitor queue and time-to-first-response targets.
• Be available for on-call overnight and weekend rotations as required.

Skills

Strong technical troubleshooting

Excellent communication

Multitasking & prioritization

Ticketing systems

Empathy & patience

Documentation & detail

Education

High school diploma

Associate degree in healthcare tech / related field

Tools

Zendesk

Jira

Confluence

Google Cloud Platform (GCP)

Microsoft Office Suite

Job description

Synthesis Health in Huntington, WV is seeking a highly motivated, detail-oriented Support Analyst (L1) to join our growing team. You’ll be the first point of contact for customers and internal users, triaging and resolving straightforward issues and routing more complex problems to the appropriate domain.

Work is hybrid with on-call rotations; you’ll collaborate with Clinical, Technical, and Interfacing & Connectivity teams, document resolutions, educate customers on software and hardware,