Senior Support Analyst

The Radiation Oncology Systems Unit is looking for a Senior Support Analyst to join the Clinical Operations IT team in Jacksonville Florida. This position will be fully on-site supporting Duan Family Building and Mayo 1N Radiation Oncology needs. This individual acts as the primary on-site IT resource for Radiation Oncology, serving as the main point of contact for all hardware and workstation-specific software requests.

Provides IT support for vended and custom applications, including resolving highly complex issues. In collaboration with more senior technical support, research hardware environment and software to determine root-cause analysis to resolve problems, document the solution and communicate resolution to the customer. Provides escalated IT support to Help Desk or customers. Regularly assesses applications and makes modifications and or updates to ensure currency and functionality within established environment and implements application configuration changes accordingly. In conjunction with vendor or development team, analyzes metrics on software issues, identifies patterns, and implements viable solutions for sustained performance. Assists with installation, configuration, and troubleshooting business area specific applications and equipment. Provides support for a larger number of or more complex vended and custom developed applications. Leads application analysis, configuration, testing, training, and implementation of applications. Possesses advanced understanding of application interfaces, application configuration options, interactions between systems, and works with vendors or interface partners to configure. Serves as a key partner with customers demonstrating a strong relationship and a deep understanding of business needs, goals, and objectives, providing expert knowledge of the systems supported and how the system is utilized by the customers. Interacts with customers, vendors, and other technical areas within the department using effective oral and written communication and interpersonal skills. Partners with the customers to recommend and implement configuration changes to the applications to meet business needs. Interfaces routinely with colleagues who may be located at any of the Mayo Group practices to perform job responsibilities requiring virtual collaboration and partnership. May be required to provide 24/7 on-call support.

Key responsibilities:

• Ordering equipment, installing software based on clinician availability and specific needs, and coordinating delivery and installation with clinicians to minimize workflow disruption.
• Works closely with vendors, HTM teams, network, OIS, and development teams to help troubleshoot software, hardware, or network issues.
• Manages department-specific parts, such as critical cables for treatment machines, leveraging domain knowledge regarding connectivity.
• Works directly with customers, including physicians, physicists, and dosimetrists—to evaluate and gather the specific requirements for each group, ensuring accurate product orders.
• Participates in Level 2 on-call rotation as part of the Clinical Operations Team, offering IT assistance for vended and custom applications and resolving complex technical issues.
• Maintains in-depth technical knowledge of supported systems, including architecture (servers, security, and network).
• Monitors stability and performance of main clinical systems as part of on-call responsibilities, taking appropriate action when necessary.
• Understands the Radiation Oncology practice and patient flow to ensure IT processes align with clinical needs.
• Has proven expertise in recognizing when to take immediate action or escalating to specific vendors for urgent issues. 
• Collaborates with senior technical support to research hardware environments and software, perform root-cause analysis, document solutions, and communicate resolutions to customers.
• Works closely with vendors, HTM teams, network, OIS, and development teams to help troubleshoot software, hardware, or network issues.

Associates degree or 2-year technical training and 2 years’ demonstrated technical experience; Or, HS/GED and 6 years’ demonstrated technical experience. 

• Demonstrates exceptional problem-solving skills
• Possesses hardware and software trouble-shooting skills
• Experience in multiple clinical areas in a large healthcare institution is preferred
• A comprehensive understanding of the physician practice and patient flow throughout a large healthcare institution is required
• Detail oriented
• Time management and organizational skills, along with the ability to make quick and concise decisions is required
• In depth experience with one or more clinical applications demonstrating technical knowledge of systems beyond end-user skills is required
• Must be able to fa