IT Support Analyst

Age Span

Since 1974 our agency has strived towards supporting an individual's desire to make their own decisions, secure their independence and remain living independently in the community. We are proud of our employees who make this possible every day. Our agency is a thought‑leader, a nationally known generator of new ideas, because it welcomes creativity, your ideas. It is an outstanding place to work stimulating, friendly, collaborative.

We offer competitive salaries, generous vacation time, and an excellent work/life balance. We value diversity and encourage career growth. If you have a passion for improving the lives of the elderly community and enjoy working in a diverse team driven by its mission, you've found the right place!

At Age Span, you'll find a work environment that combines:

• A refreshing culture that is supportive, collaborative, and encouraging of diverse perspectives and backgrounds.
• A focus on innovation with a team recognized for developing and implementing innovative programs and novel solutions.
• Encouragement of your development through opportunities to get involved, use your voice, and gain new knowledge and skills.
• A satisfying balance between your work and personal life, including a flexible workplace, generous paid time off, and wellness programs.

Depending on your role and your hours, we offer

• Flexible schedule and hybrid work opportunities
• Competitive salaries
• Healthcare (medical, dental)
• 403b Retirement Plan with agency match
• 20 Vacation Days, 12 Sick Days, and 12 Paid Holidays
• Social Work Licensing Program
• License Renewal Paid by agency for RN's and Social Workers
• And MORE!

Age Span is seeking a talented, self‑motivated, and hard‑working individual to join the Information Technology team. This is an excellent opportunity for an individual who has a passion for IT, the enthusiasm to learn, and is eager to make a significant contribution towards the increasing demand for new technologies to meet business needs. The ideal candidate will be customer service‑oriented and technically driven with a basic understanding of a broad range of technologies.

A self‑starter with the ability to thrive in a fast‑paced environment, have well balanced systems maintenance and troubleshooting skills and can rapidly learn and familiarize themselves with a complex environment is essential. The successful candidate will be responsible for providing integrated support and repairs of all computers for assigned remote locations, installation and upgrades of PC software and network‑based applications, and setup and configuration of Intel PC's with approved software.

The Support Analyst is a key member in a small IT Team that supports the day‑to‑day activities of end users providing Tier 1 support to our staff via phone, email and computer chat. You will be crucial in providing timely and effective support across two locations while providing excellent customer service related to agency supported applications and equipment. You will ask appropriate questions and use knowledge and resources to diagnose and resolve their issues.

You will escalates issues that require additional knowledge or skill set.

• Provide support to 500+ users by troubleshooting and supporting IT systems including phone systems, Microsoft applications, accounting software, file management, and security applications, as well as hardware including laptops, tablets, smart phones, printers, and audio/video equipment.
• Serve as the first point of contact for staff seeking technical assistance
• Perform onsite or remote troubleshooting through diagnostic techniques and pertinent questions
• Provide quick resolution and excellent customer service
• Install, make changes and repair computer hardware and software
• Direct unresolved issues to the next level of support personnel
• Provide accurate information on IT products or services
• Record events and problems and their resolution in the ticketing system
• Prompt time entry and keep tickets updated at all times to ensure smooth handoff of issues
• Pass on any feedback or suggestions by staff to the Help Desk manager and IT team
• Identify and suggest possible improvements on…