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Southwest General


Middleburg Heights, OH

Job Category
Health Care-Medical
Job Type


Education Level

Bachelor's Degree

Experience Level

Less than 1 year

Job Title

Lead Support Analyst

There is great care happening at Southwest General and we are receiving a lot of national recognition for it.  Southwest General has excellent physicians and staff that allow us to provide the personalized care that you deserve, and we also offer something else that few hospitals around the country provide---clinical outcomes that have ranked us among America's 100 top hospitals.  We have an excellent opportunity for a qualified: Lead Support Analyst

Job Details: Full-Time / Days / 8:00am - 4:30pm


  1. Job Title: Lead Support Analyst               
  2. Position reports to: Director, Technical Services
  3. Department: Technical Services, Information Technology


The Lead Analyst role is required in multiple areas within the Information Technology Division.  Roles are defined in detail for Network Services, Support Services, Clinical Informatics, and Business and Administrative systems.  However, the general responsibilities for these roles, in addition to being a “working lead”  are to develop, lead, manage, motivate, delegate and evaluate assigned information technology professionals who implement, support/maintain, consult, and project manage IT services for Southwest General Hospital, all satellite facilities, and physician practices.    The incumbent Lead will make assignments to team members and ensure that they comply with IT service level agreements.

The incumbent Lead Support Analyst leads the Technical Services Support Center (help desk and desktop support functions). The incumbent manages a team of Support Analysts to deliver excellent technical/non-technical support with outstanding customer service, satisfaction, and timeliness within the organization’s budget.  The incumbent works with the other IT leads and their teams to ensure and optimize the delivery of network applications and desktop services to clinical and business end-users in a Microsoft/VMware/Citrix LAN/WAN environment with MS-Windows-based Dell and HP PC hardware.  The Lead Support Analyst is responsible for establishing and maintaining PC equipment standards, equipment maintenance, asset management, group policies, and overseeing global software deployments/upgrades for the hospital, its satellite facilities, and physician practices.  The incumbent must organize the Support Center to be flexible and adaptable in meeting the changing needs of the Health Center.


  • Education:
  1. technical management, or related technical field, or an Associate degree PLUS equivalent experience (i.e. 2 years relevant experience equals 1 year of college) above and beyond minimum eGraduation from an accredited four-year college/university with a degree in computer science, xperience defined.
  2. Required Licensure, Certification or Registry:
  3. Membership in customer service and support center professional organizations (i.e.HDI) with certification
  4. Multiple certifications in desktop/network-related technologies including A+, Microsoft MCSE or MCITP, Cisco, VMware, Citrix
  5. Experience with Microsoft System Center Configuration Manager a plus.

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