Senior Tech Support Analyst

Alive Hospice; Nashville (TN); Hybrid; USD 65,000 - 85,000; Full time

Job summary

Alive Hospice in Nashville, TN is seeking a Senior Technical Support Analyst to deliver advanced end-user and application support across the organization, including EMR systems, clinical tools, and Microsoft 365. This role serves as an escalation resource and mentor to the Technical Support team in a mission‑critical healthcare environment.

The position is a full‑time role, hybrid in Nashville, focusing on patient‑care technology, security, and timely incident resolution to ensure uninterrupted

Qualifications

• 5+ years of experience in technical support or IT service delivery.
• Experience supporting Microsoft 365 and end‑user computing environments.
• Strong troubleshooting skills across hardware, software, and network‑related issues.
• Experience working in a healthcare or regulated environment preferred.
• Excellent communication, documentation, and customer service skills.
• Ability to work independently and manage multiple priorities.

Responsibilities

• Provide advanced support for healthcare applications, including EMR systems and other clinical tools.
• Support Microsoft 365 services including Outlook, Teams, OneDrive, SharePoint, and Entra ID, and on‑premises Active Directory.
• Diagnose and resolve complex issues related to Windows laptops/desktops, mobile devices, printers, LAN/Wi‑Fi, and telecoms.
• Serve as an escalation point for high‑impact or unresolved issues, especially affecting clinical operations.
• Mentor Technical Support Analysts and assist with onboarding and training.
• Document incidents, requests, and resolutions in the IT service management system; promote best practices for security and efficiency.
• Support HIPAA compliance and internal IT security policies.

Skills

Microsoft 365

End-user support

EMR systems

Troubleshooting

IT service delivery

Education

Associate/Bachelor’s degree in IT or related field

Tools

Active Directory

Entra ID

Windows OS

Job description

Senior Technical Support Analyst

Location: Nashville, TN / Hybrid

Status: Full Time

Days: Monday - Friday

Hours: 40 / week

We're looking for an experienced IT professional to provide advanced technical support for end users, clinical applications, Microsoft 365, and EMR systems. This role also serves as an escalation resource for the technical support team, helping deliver reliable technology solutions across our organization. If you enjoy solving complex problems and supporting a collaborative team, we'd like to hear from you.

Summary

The Senior Technical Support Analyst serves as a senior-level, hands‑on technical resource responsible for providing advanced end‑user and application support across the organization. This role supports clinical and business users with Electronic Medical Records (EMR), clinical applications, Microsoft 365, and end‑user computing technologies. In addition to resolving complex technical issues, the Senior Technical Support Analyst acts as an escalation point, subject‑matter expert, and mentor to other Technical Support Analysts, helping ensure consistent, high‑quality IT service delivery in a mission‑critical healthcare environment.

Essential Duties and Responsibilities

Advanced Technical Support

• Provide advanced support and troubleshooting for healthcare applications, including EMR systems and other clinical tools.
• Support Microsoft 365 services including Outlook, Teams, OneDrive, SharePoint, and Entra ID, and on‑premises Active Directory.
• Diagnose and resolve complex issues related to:
  • Windows laptops and desktops
  • Mobile devices including iPhones, iPads, and other mobile devices
  • Printers, scanners, and peripheral devices
  • Local area networks (LAN), Wi Fi, and connectivity issues
  • Telecom systems such as Teams and RingCentral
• Serve as an escalation point for high‑impact or unresolved technical issues, particularly those affecting clinical operations.

Clinical & Business User Support

• Deliver responsive, customer‑focused support to clinicians, administrative staff, and volunteers.
• Understand clinical workflows and prioritize issues that impact patient care or regulatory compliance.
• Coordinate with vendors, application support teams, and infrastructure teams to resolve complex incidents.

Mentorship & Knowledge Sharing

• Provide guidance and informal mentoring to Technical Support Analysts.
• Assist with onboarding and training of new support staff.
• Develop and maintain technical documentation, knowledge base articles, and troubleshooting guides.
• Promote best practices for system usage, security, and efficiency.

Process, Documentation & Quality

• Accurately document incidents, requests, and resolutions in the IT service management system.
• Identify recurring issues and recommend improvements to processes, tools, or training.
• Participate in testing, rollout, and support of new systems, applications, and hardware.
• Support IT standards, policies, and procedures appropriate for a regulated healthcare environment.

Security & Compliance

• Follow organizational policies related to information security, data privacy, and acceptable use.
• Assist with device security, access management, and incident response as required.
• Support compliance efforts related to HIPAA and internal IT security policies.

Requirements

Education and/or Experience

• Associate or Bachelor’s degree in Information Technology, Computer Science, or related field, or equivalent experience.
• 5+ years of experience in technical support or IT service delivery.
• Demonstrated experience supporting Microsoft 365 and end‑user computing environments.
• Strong troubleshooting skills across hardware, software, and network‑related issues.
• Experience working in a healthcare or regulated environment preferred.
• Excellent communication, documentation, and customer service skills.
• Ability to work independently and manage multiple priorities.

Certificates, Licenses, Registrations

If required to drive to carry out the duties of this position, current driver’s license and automobile insurance as required by Tennessee State Law.