Note: The job is a remote job and is open to candidates in USA. HealthPartners is a nonprofit, integrated health care organization that provides health insurance and high-quality care across multiple locations. They are seeking a Support Center Analyst responsible for providing technical support to employees by troubleshooting and resolving various technology-related issues while ensuring positive customer experiences. This intermediate-level IT support position involves responding to support requests, managing incidents, and maintaining effective communication with users and technical teams.
Responsibilities
- Answers, evaluates, and prioritizes incoming telephone, voicemail, e-mail, and in-person requests for assistance from users experience problems with hardware, software, networking, and other computer related technologies
- Manages problem recognition, research, isolation, resolution, and follow-up for routine user problems, referring more complex problems to other Support Center Analysts
- Maintains HealthPartners IS&T incident and problem management database
- Maintains history records and related problem documentation
- Maintains excellent customer relationships
- Consult with programmers to explain software problems or to suggest potential software changes
- Prepares and analyzes standard statistical reports
Skills
- High school diploma or equivalent, plus completion of a 6–12-month Information Technology program, or an equivalent combination of education and related experience
- Three (3) years of customer service experience, preferably in a technical support environment
- Ability to troubleshoot, analyze, and resolve computer-related issues while clearly communicating solutions to both end users and technical teams
- Strong verbal and written communication skills, with the ability to explain technical information to a variety of audiences
- Experience resolving practical problems involving multiple processes, systems, and variables
- Ability to interpret and follow written, verbal, and diagram-based instructions
- Strong organizational skills with the ability to prioritize and manage work independently
- Demonstrated commitment to providing exceptional customer service
- Ability to participate in on-call support and work outside of normal business hours, including evenings and weekends, as needed
- Proficiency with Microsoft Office applications, including Teams
- Working knowledge of computer hardware, software, and technology services
- Strong analytical and critical thinking skills
- Experience in creating documentation such as reports, business correspondence, and basic procedures or user guides
- Ability to task-switch and change direction quickly to meet the daily needs of the Support Center and its customers
- Previous ServiceNow experience
Benefits
- Hired candidates may be eligible to receive additional compensation based on role (e.g., shift differential, bonus, sales incentive, productivity pay, etc.)
- Training is conducted onsite for the first three months at the HealthPartners Bloomington corporate office (8170 33rd Avenue South, Bloomington, MN 55425), with training hours of 7:30 a.m. to 4:00 p.m. Upon successful completion of training, employees may choose the work arrangement that best meets their needs, including remote, onsite, or hybrid options.
- **Benefits Designed to Support Your Total Health**As a HealthPartners colleague, we’re committed to nurturing your diverse talents, valuing your dedication, and supporting your work-life balance. We offer a comprehensive range of benefits to support every aspect of your life, including health, time off, retirement planning, and continuous learning opportunities. Our goal is to help you thrive physically, mentally, emotionally, and financially, so you can continue delivering exceptional care.
Company Overview