What are the responsibilities and job description for the IT Customer Support Analyst position at CoxHealth?
Summary
About Us
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 by Newsweek in 2024.
- Recognized as a Greatest Workplace for Women in both 2023 and 2024.
- Listed as one of the Greatest Workplaces for Diversity in 2024.
- Acknowledged by Forbes as one of the Best Employers for New Grads in 2023.
- Ranked among the Best Employers by State for Missouri.
- Healthcare Innovation's Top Companies to Work for in Healthcare in 2025.
Benefits
- Medical, Vision, Dental, Retirement Plan with employer match, and many more!
- For a comprehensive list of benefits, please click here: Benefits | CoxHealth
Job Summary
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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.
Job Requirements
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Education
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- Preferred: Bachelor's degree in Computer Science, Information Technology, a related field, or equivalent experience.
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Experience
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- Required: 4 years of experience in IT customer support or related field, with a focus on end-user support and troubleshooting OR Bachelor's degree in Computer Science, Information Technology, a related field.
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Skills
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- Leads a team of service desk analysts, including hiring, training, and performance management.
- Understands and assists with maintaining operational efficiency withing the service desk team.
- Effectively collaborates with tier 2 and tier 3 resources to ensure end to end operational effectiveness across the incident lifecycle.
- Responsible for assisting with resource management and process management of the service desk team.
- Assists with the development of long term service desk strategies that align with the organization’s overall IT and business objectives.
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Licensure/Certification/Registration
N/A
IT Customer Support Analyst I:
Job Requirements
- Education
- Preferred: Associate's degree in Computer Science, Information Technology,
- Experience
- Preferred: 1 year of experience in IT customer support, with a focus on end-user support and troubleshooting.
- Skills
- Basic understanding of commonly used operating systems (e.g., Windows, macOS) and software applications.
- Strong communication skills, empathy, and patience to effectively assist end users with technical issues.
- Ability to diagnose and resolve simple technical problems such as password resets and basic software issues.
- Ability to effectively document support request and solutions for future reference.
- Licensure/Certification/Registration
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N/A
IT Customer Support Analyst II:
Job Requirements
- Education
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Preferred: Associates degree in Computer Science, Information Technology, a related field.
- Experience
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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.
- 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
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N/A
IT Customer Support Analyst III:
Job Requirements
- Education
- Preferred: Bachelor's degree in Computer Science, Information Technology, a related field.
- Experience
- Required: 3 years of experience in IT customer support or related field, with a focus on end-user support and troubleshooting OR Bachelor's degree in Computer Science, Information Technology, a related field OR Bachelor's degree in Computer Science, Information Technology, a related field.
- Skills
- In depth knowledge of a variety of IT systems, software, and hardware.
- Identifies and implements improvements in service desk processes to enhance efficiency and effectiveness.
- Assist junior analysts, providing guidance, and helping with their professional development.
- Participates in strategic initiatives related to service desk management.
- Licensure/Certification/Registration
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N/A
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