Remote IT Support Analyst — On-Call & Customer-Focused

HealthPartners; BLOOMINGTON (MN); Hybrid; USD 33,000 - 56,000; Full time

Job summary

HealthPartners is seeking a Support Center Analyst to provide technical assistance to employees, handling 20–40 requests daily across phone, chat, portals and ticketing systems. On-call after hours and weekends are required.

Training is onsite in Bloomington, with flexible remote options afterward. You will diagnose hardware and software issues, document incidents, escalate outages, and work with a collaborative team to keep HealthPartners' systems reliable.

Qualifications

• High school diploma or equivalent and an Information Technology program or related experience.
• 3 years of customer service experience, preferably in a technical support environment.
• Ability to troubleshoot, analyze, and resolve computer-related issues with clear communication to users and technical teams.
• Strong verbal and written communication skills.
• Experience resolving problems involving multiple processes, systems and variables.
• Ability to interpret and follow written, verbal, and diagram-based instructions.
• Strong organizational skills and ability to prioritize and work independently.
• Demonstrated commitment to exceptional customer service.
• Ability to participate in on-call support and after-hours work.
• Proficiency with Microsoft Office applications, including Teams.
• Working knowledge of computer hardware, software, and technology services.
• Strong analytical and critical thinking skills.
• Experience creating documentation such as reports, user guides.
• Ability to switch tasks quickly to meet daily needs.

Responsibilities

• Answers and prioritizes incoming requests for help from users experiencing hardware, software, networking, or other technology issues.
• Manages problem recognition, research, isolation, resolution, and follow-up, escalating complex problems as needed.
• Maintains the HealthPartners IS&T incident and problem management database.
• Keeps history records and related problem documentation up to date.
• Maintains excellent customer relationships.
• Consults with programmers to explain software problems or suggest changes.
• Prepares and analyzes standard statistical reports.

Skills

Customer service

Troubleshooting

Verbal communication

Written communication

Documentation

On-call support

Team collaboration

Prioritization

Hardware knowledge

MS Office

Education

High school diploma

IT program (6–12 months)

Tools

Microsoft Office (Teams)

Job description

HealthPartners is seeking a Support Center Analyst to provide technical assistance to employees, handling 20–40 requests daily across phone, chat, portals and ticketing systems. On-call after hours and weekends are required.

Training is onsite in Bloomington, with flexible remote options afterward. You will diagnose hardware and software issues, document incidents, escalate outages, and work with a collaborative team to keep HealthPartners' systems reliable.