Support Center Analyst

HealthPartners is hiring a Support Center Analyst. The person in this role is responsible for providing technical support to employees and users by troubleshooting and resolving a variety of software, hardware, and technology-related issues. The Analyst responds to support requests received through phone calls, live chat, online portals, and ticketing systems (approximately 20-40 per analyst daily) while delivering positive customer experiences. This role includes after-hours on-call responsibilities.

The Support Center Analyst investigates and resolves routine to moderately complex technical issues, documents incidents and service requests, escalates system outages to leadership, and helps ensure HealthPartners' technology systems and services operate effectively.

Reporting to the Supervisor, Support Center, this individual will join a collaborative team of analysts with a variety of experience levels and technical expertise. This IT support position plays a vital role in supporting the organization's day-to-day technology needs.

Required Qualifications:

• 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.

Preferred Qualifications:

• Previous ServiceNow experience
• Five or more (5+) years of customer service experience in a technical support environment

Hours/Location:

• Monday through Friday
• Training is conducted onsite for the first two weeks 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. After the initial two-week training period, training will transition to a remote format. Upon successful completion of training, employees may choose a remote, onsite, or hybrid work arrangement based on individual needs and business requirements.
• Team members may be assigned to either core business hours (8:00 a.m. to 5:00 p.m.) or after-hours shifts as part of their regular work schedule. Typical after-hours shifts are 11:30 a.m. to 8:00 p.m. or 12:00 p.m. to 8:30 p.m., Monday through Thursday. Friday schedules generally fall within business hours, approximately 9:30–10:00 a.m. to 6:00–6:30 p.m. Final shift assignments are determined during training based on business needs and training readiness.
• Team members also participate in an on-call rotation that may require occasional evening or weekend support outside of their regularly scheduled hours.

Compensation Range:

This position is available at an intermediate or senior level, depending on qualifications.

• Intermediate Analyst: $24.04 - $36.06 hourly
• Senior Analyst: $27.86 - $41.80 hourly
  • Compensation is based on the level and requirements of the role. Pay within our ranges may also be determined by education, experience, knowledge, skills, location, and abilities as well as internal equity. Hired candidates may be eligible to receive additional compensation based on role (e.g., shift differential, bonus, sales incentive, productivity pay, etc.).

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.