IT Support Analyst

Core Responsibilities & Expectations for the Role

• End User Support
  • Provide onsite and remote technical support for desktops, laptops, mobile devices, printers, and peripherals.
  • 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 & User Administration
  • Support 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.
  • Cook up coordination with infrastructure and cybersecurity teams to resolve technical issues.
• Customer Service
  • Deliver a high level of customer service and professionalism in all interactions.
  • Communicate technical information clearly to non-technical users.
  • Follow established IT policies, procedures, and security practices.

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