User Support Analyst II - Frontline Tech Support & Training

Dartmouth-Hitchcock Health; Lebanon (NH); On-site; USD 42,000 - 66,000; Full time

Job summary

Dartmouth-Hitchcock Health seeks a frontline technical support professional to handle tickets, document assessments, and restore services. The role emphasizes delivering high customer service, guiding users through issues, and escalating where appropriate.

You will work with IS teams to troubleshoot, document processes, and contribute to knowledge articles. Training and collaboration are expected to improve efficiency and service quality.

Qualifications

• High school diploma or equivalent required.
• Expertise Units are used to assess desktop technician experience and related military or education background.
• Intermediate knowledge of troubleshooting methodologies.
• Intermediate working knowledge of applications and devices.

Responsibilities

• Provides frontline technical support in person, by phone, or via tickets for moderately complex workflows or processes.
• Documents accurate assessments, analyzes issues, troubleshoots, and escalates when needed.
• Monitors queues, takes ownership of tickets, and assists others with prioritization.
• Gathers information for ticket creation and provides user-friendly resolutions.
• Supports analysis for new or upgraded vendors and in-house systems.

Skills

Customer service

Troubleshooting

Communication

Teamwork

Education

High school diploma

Tools

None

Job description

Dartmouth-Hitchcock Health seeks a frontline technical support professional to handle tickets, document assessments, and restore services. The role emphasizes delivering high customer service, guiding users through issues, and escalating where appropriate.

You will work with IS teams to troubleshoot, document processes, and contribute to knowledge articles. Training and collaboration are expected to improve efficiency and service quality.