IT Support Analyst

Core Responsibilities & Expectations for the Role

• End User Support
• Troubleshoot hardware, software, network connectivity, and application issues.
• Respond to help desk tickets, phone calls, emails, and walk-up support requests.
• Document incidents, service requests, and resolutions within the IT ticketing system.
• Escalate complex issues to senior IT staff or third-party vendors when appropriate.
• Device Deployment & Asset Management
• Install, configure, and maintain Windows-based computers and related hardware.
• Perform new hire onboarding and employee offboarding activities.
• Deploy software, security updates, and operating system upgrades.
• Track and maintain inventory of IT assets, including computers, monitors, mobile devices, and accessories.
• Maintain Microsoft 365 applications including Outlook, Teams, OneDrive, and SharePoint.
• Aid with user account management, password resets, and access requests.
• Support conference room technology and audiovisual equipment.
• Infrastructure Support
• Assist with basic networking tasks including troubleshooting connectivity issues.
• Support wireless access points, printers, scanners, and other network-connected devices.
• Coordinate with infrastructure and cybersecurity teams to resolve technical issues.

Required Qualifications

• Bachelor’s degree in healthcare, technology or business disciplines.
• One to Three Years of experience in the following key areas:
• Desktop Hardware Support and Deployment
• Microsoft Domain and Tenant Configuration and Support
• Managing Network Infrastructure
• Managing End Point Devices
• Systems Troubleshooting
• Familiarity other 3rd Party Healthcare IT systems
• Skilled in installation and configuration of Microsoft products
• Excellent written and oral communication skills.
• Aligns with our purpose and our values, and is excited about living those out in daily practice
• Ability to thrive in a fast-paced, evolving environment with comfort navigating ambiguity, adapting quickly, and contributing to continuous improvement
• Strong learning and growth mindset, including seeking feedback, engaging in healthy debate and using data and curiosity to inform decisions.
• Acts with integrity and ownership, considering the broader organizational impact, doing the right thing, and following through to deliver results.

Nice to have

• Microsoft Administrator Certifications
• IT Networking Certifications (Meraki, Cisco, Fortigate/FortiNet)
• Telephony solution experience (Braadsoft, Talkdesk)
• IT Security Certifications