IT Customer Support Analyst II

CoxHealth; Springfield (MO); On-site; USD 42,000 - 62,000; Full time

Benefits offered by this job

Medical insurance

Vision insurance

Dental insurance

Retirement with employer match

Job summary

CoxHealth is seeking an Information Technology Customer Support Analyst for its West Campus IT Service Desk in Springfield, Missouri. This onsite role supports clinicians and staff by diagnosing and resolving IT issues, guiding users through solutions and documenting all requests to ensure timely resolutions.

Preferred hires will have an Associate degree or 2 years of IT support experience, strong customer service skills, and the ability to escalate effectively when needed.

Qualifications

• Associates degree in Computer Science, IT or related field or 2 years of IT user support experience.
• Experience providing end-user IT support and troubleshooting.
• Ability to document issues and provide clear escalation paths.

Responsibilities

• Diagnose and resolve end-user IT issues across hardware, software and networks.
• Provide guidance and basic training to end-users on supported systems.
• Document and track support requests; maintain incident records.
• Escalate complex issues to higher-level IT teams with detailed information.

Skills

Networking

Hardware

Software

Customer service

Escalation

Education

Associates degree

Tools

End-user support tools

Ticketing systems

Job description

Facility:West Campus (Chase): 303 E Republic Rd, Springfield, Missouri, United States of America, 65807Department:1709 IT Service DeskScheduled Weekly Hours:40Hours:7am - 6:30 pmWork Shift:Day Shift (United States of America)CoxHealth is a leading healthcare system serving 25 counties across southwest Missouri and northern Arkansas. The organization includes six hospitals, 5 ERs, and over 80 clinics. CoxHealth has earned the following honors for workplace excellence:Named one of Modern Healthcare’s Best Places to work five times.Named one of America’s Greatest Workplaces, Greatest Workplaces in Healthcare (2025, 2026), Greatest Workplaces for Women (2023, 2024), and Greatest Workplaces for Diversity (2024) by Newsweek and Plant-A Insights Group.Acknowledged by Forbes as one of the Best Employers for New Grads.Healthcare Innovation's Top Companies to Work for in Healthcare (2025).BenefitsMedical, Vision, Dental, Retirement with Employer Match and more (20+ hrs/week)For a comprehensive list of benefits, please click here: Benefits | CoxHealthJob Description:The Information Technology Customer Support Analyst will be responsible for providing technical support to end-users of IT systems and applications. The role involves diagnosing and resolving technical issues, providing guidance and training to end-users, and ensuring that all issues are resolved in a timely and effective manner. The Information Technology Customer Support Analyst will also be responsible for documenting support requests and maintaining accurate records of support incidents.** This position is onsite in Springfield, Missouri** Education Preferred: Associates degree in Computer Science, Information Technology, a related field. Experience Required: 2 years of experience in IT customer support or related field, with a focus on end-user support and troubleshooting OR Associates degree in Computer Science, Information Technology, a related field.Preferred: Clinical Experience Skills• Proficiency in a wider range of technologies, including networking, hardware, and more advanced software.• Ability to analyze and resolve complex technical issues, often involving multiple systems.• Builds and maintains positive relationships with end users by providing exceptional customer service.• Knows when to escalate issues to a higher level support team and able to provide comprehensive information for effective escalation. Licensure/Certification/Registration N/A