Technology Support Analyst

About the role

Minnesota Mental Health Clinics operates 11 behavioral health locations across the Twin Cities. Our clinicians cannot see patients if their laptop will not authenticate; the office printer is down, or the site network drops. This role has that layer from end to end.

You will be the person who makes technology work for our clinical and administrative staff — running the support queue, provisioning and retiring devices, administering our Microsoft 365 and Azure environment day to day, keeping security controls enforced, and maintaining the physical infrastructure at each site. This is a generalist role with real ownership, not a script‑reading help desk seat. It is also a hands‑on position. Expect to spend meaningful time on site — imaging machines, standing up a new clinic network closet, walking a therapist through Teams. Remote work is supported for queue work and administration, but this is not a remote‑first job. Mileage between locations is reimbursed.

Responsibilities

• Own the support ticket queue end to end triage, prioritize, resolve, escalate, and close
• Meet response and resolution targets, and keep ticket documentation clean enough that the next person can pick it up cold
• Identify recurring issues and drive them out of the queue permanently rather than re‑resolving them
• Build and maintain knowledge base articles and end‑user self‑service documentation
• Provision, image, deploy, and retire laptops, desktops, mobile devices, and peripherals across all locations
• Run technical onboarding for new hires and technical offboarding for departures — accounts, devices, access, and data
• Manage the device fleet in Intune / Endpoint Manager: enrollment, compliance policies, application deployment, and patching
• Maintain accurate asset inventory, warranty status, and lifecycle refresh planning
• Administer Microsoft 365 day to day: Entra ID identity and group management, Exchange Online, SharePoint, OneDrive, and Teams
• Manage license assignment and optimize license spend
• Support Azure‑hosted services and hybrid identity as the environment evolves
• Execute conditional access, MFA, and device compliance policies set with the CIO
• Enforce endpoint security controls: encryption, EDR, patch compliance, and local admin restriction
• Administer access provisioning and deprovisioning against least‑privilege principles, and support periodic access reviews
• Respond to security alerts and phishing reports, and assist with incident documentation
• Maintain technical safeguards in a HIPAA‑regulated environment and support audit evidence collection
• Maintain on‑premises equipment at each clinic: network switches, wireless access points, firewalls, printers and MFPs, and conference room and telehealth equipment
• Coordinate with ISPs, vendors, and building contacts on circuits, cabling, and site issues
• Support clinic openings, relocations, and buildouts — network closet standup, cabling coordination, and device staging
• Support physical security systems where they intersect with IT, such as badge access and cameras

Requirements

Required

• Three or more years in IT support, desktop support, or systems support, with escalation‑tier ownership
• Hands‑on administration of Microsoft 365 (Entra ID, Exchange Online, Teams, SharePoint) — not just end‑user support of it
• Endpoint management experience with Intune / Endpoint Manager or a comparable MDM platform
• Windows 11 troubleshooting depth: imaging, group policy, driver and application issues, and performance diagnostics
• Working knowledge of networking fundamentals: DHCP, DNS, VLANs, Wi‑Fi troubleshooting, and VPN
• Experience with an ITSM or ticketing platform, and the discipline to work a queue to SLA
• Comfort with physical work: racking equipment, running and terminating cable, lifting up to 50 lbs, and ladder work
• Valid driver’s license and reliable transportation for travel among metro locations (mileage reimbursed)
• Clear written and verbal communication with non‑technical clinical staff

Preferred

• Experience in healthcare or another HIPAA‑regulated environment