IT Field Analyst II

Capital Health is the region's leader in providing progressive, quality patient care with significant investments in our exceptional physicians, nurses and staff, as well as advanced technology. Capital Health is a dynamic health care resource accredited by the DNV that includes two hospitals, an outpatient center, satellite ED, and an expansive network of primary and specialty care. Capital Health Medical Group is made up of more than 600 physicians and other providers who offer primary and specialty care, as well as hospital-based services, to patients throughout the region.

Capital Health recognizes that attracting the best talent is key to our strategy and success as an organization. As a result, we aim for flexibility in structuring competitive compensation offers to ensure we can attract the best candidates.

The listed pay range or pay rate reflects compensation for a full-time equivalent (1.0 FTE) position. Actual compensation may differ depending on assigned hours and position status (e.g., part-time).

Pay Range:

$28.70 - $37.32

Scheduled Weekly Hours:

40

Position Overview

Summary:

Provides on-site advanced technical support to all CH locations, resolving hardware, software, networking, telecom, and enterprise application issues. Responsible for leading and supporting hardware and software rollouts, contributing to enterprise-wide infrastructure initiatives, and mentoring junior analysts.

ESSENTIAL FUNCTIONS:

• Provides Tier 2 on-site technical support for IT-related issues, focusing on critical enterprise applications.
• Leads the deployment of new IT systems and applications, ensuring successful implementation across departments.
• Coordinates and executes hardware and software rollouts, including imaging, configuration, and site readiness.
• Collaborates with project managers, infrastructure, and application teams to plan and support implementation timelines.
• Conducts technical assessments and site audits to prepare for new system installations.
• Provides on-site support during go-live events, addressing system and user issues in real time.
• Assists with end user onboarding and training during new system deployments.
• Documents implementation procedures and lessons learned to support continuous improvement
• Handles escalated telecom issues, including VoIP phone failures, call routing problems, and network-related voice quality issues.
• Works alongside IT infrastructure and security teams to improve IT support processes.
• Mentors IT Field Analyst 1 staff, providing guidance on troubleshooting best practices.

MINIMUM REQUIREMENTS:

• Education:    Associate degree in Information Technology, Computer Science, or a related field preferred. Equivalent work experience in IT support roles may be considered.
• Experience:    Three years' experience in IT field support, hardware troubleshooting, and enterprise application support. Required: CompTIA A+ (must be obtained within 6 months of hire). Preferred: ITIL Foundation, Microsoft Modern Desktop Administrator, Network+.
• Other Credentials:    Drivers License
• Knowledge and Skills:    Advanced knowledge of desktop hardware, peripherals, and network configurations. Expertise in application troubleshooting, telecom systems, VoIP, and softphone applications. Ability to diagnose network connectivity issues, VLAN configurations, and enterprise Wi-Fi troubleshooting. Experience supporting EHR applications (Cerner, Epic) and ERP systems (Lawson, OnBase). Proficient in hardware/software deployment and troubleshooting during system rollouts. Strong communication skills for coordinating with cross-functional teams and supporting end users with the ability to mentor junior staff. Skilled in documenting implementation processes and contributing to post-rollout improvements.

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

• Frequent physical demands include: Sitting , Reaching forward , Wrist position deviation , Pinching/fine motor activities , Talk or Hear
• Occasional physical demands include: Standing , Walking , Climbing (e.g., stairs or ladders) , Carry objects , Push/Pull , Twisting , Bending , Reaching overhead , Squat/kneel/crawl
• Continuous physical demands include: Keyboard use/repetitive motion
• Lifting Floor to Waist 15 lbs. Lifting Waist Level and Above 10 lbs.
• Sensory Requirements include: Accurate Near Vision, Accurate Far Vision, Accurate Color Discrimination, Accurate Depth Perception, Accurate Hearing
• Anticipated Occupational Exposure Risks Include the following: N/A

This position is eligible for the following benefits:

• Medical Plan

• Prescription drug coverage & In-House Employee Pharmacy

• Dental Plan

• Vision Plan

• Flexible Spending Account (FSA)

- Healthcare FSA

- Dependent Care FSA

• Retirement Savings and Investment Plan

• Basic Group Term Life and Accidental Death & Dismemberment (AD&D) Insurance

• Supplemental Group Term Life & Accidental Death & Dismemberment Insurance

• Disability Benefits – Long Term Disability (LTD)

• Disability Benefits – Short Term Disability (STD)

• Employee Assistance Program

• Commuter Transit

• Commuter Parking

• Supplemental Life Insurance

- Voluntary Life Spouse

- Voluntary Life Employee

- Voluntary Life Child

• Voluntary Legal Services

• Voluntary Accident, Critical Illness and Hospital Indemnity Insurance

• Voluntary Identity Theft Insurance

• Voluntary Pet Insurance

• Paid Time-Off Program

The pay range listed is a good faith determination of potential base compensation that may be offered to a successful applicant for this position at the time of this job advertisement and may be modified in the future. When determining base salary and/or rate, several factors may be considered including, but not limited to location, years of relevant experience, education, credentials, negotiated contracts, budget, market data, and internal equity. Bonus and/or incentive eligibility are determined by role and level. 

The salary applies specifically to the position being advertised and does not include potential bonuses, incentive compensation, differential pay or other forms of compensation, compensation allowance, or benefits health or welfare. Actual total compensation may vary based on factors such as experience, skills, qualifications, and other relevant criteria.