Specialist, Technical Support

Overview

The Technical Support Analyst is responsible for providing end-user support, user account management, deploying and maintaining workstations and software, and writing/maintaining documentation. This position will analyze and resolve end-user hardware and software problems in a timely and accurate fashion, and provide end user training where required.

• Performs initial technical support ticket triage, classifies and routes tickets appropriately, and resolves tickets in a timely manner to ensure meeting SLA requirements.
• Deploys and maintains end user workstations, software, peripherals, and other related IT equipment, both on-site and remotely.
• Onboards/offboards user accounts in multiple Microsoft 365 Entra tenants, on-premise Active Directory, Exchange Online, and Teams Phone System.
• Configures and deploys new computers to users, assists users with initial login process, ensures necessary software and web application access is configured and accessible.
• Analyzes and resolves end-user hardware, operating system, and software issues in a timely and accurate manner.
• Troubleshoots hardware and printer connectivity issues and installs or updates software and drivers.
• Participates in on-call rotation for after-hours support coverage.
• Will have weekly early shift rotation starting at 6 AM Mountain Time.
• Maintains confidentiality and ensures compliance with HIPAA regulations.
• Local and out-of-state travel periodically required. Must have personal transportation available that can transport computers and related equipment to local medical clinics.
• Other duties as assigned.

This position is a full-time Hybrid role with a minimum of two days in-office. Our business hours are Monday – Friday, 8am-5pm, with periodic 6am-3pm weekday shifts, and rotating weekend shifts and after-hours on-call.

Travel:
Up to 20% typically local

• Demonstrable skills and troubleshooting experience with Microsoft 365 user and computer management, including but not limited to Entra, Exchange Online, Teams, Teams Phone System, SharePoint Online, One Drive, and Intune.
• Triage, prioritize, and resolve end-user support tickets in a timely and accurate manner to meet company service level agreements.
• Troubleshooting and configuring access to remote electronic health or medical record (EHR/EMR) systems.
• Working within a compliance-centric environment like HIPAA, PCI, or similar security and privacy compliance program.
• Excellent verbal and written communication skills with the ability to communicate appropriately with both technical and non-technical users in-person, on the phone, on video conference, in instant messages/chat, and in email.
• Great customer service skills
• Teamwork skills
• Independent problem-solving skills
• Self-motivated and self-managed
• Proficient in Microsoft Office Suite, Windows operating systems, and endpoint security.

• Four-year college diploma or university degree in computer science or computer engineering, or three years equivalent work experience. MCTS, MCITP, MCDST, MOS, or CompTIA A+ certifications a plus.
• Three to five years’ experience with Windows desktop management and support, including supporting MS Office application installation, customization, troubleshooting, and usage.
• Three to five years’ experience with MS M365/O365 tenants, configuration of Active Directory user accounts and Exchange mailboxes in a hybrid configuration, and configuring and supporting Teams, Teams Phone System, SharePoint Online, and One Drive for end users.
• Experience with ITSM ticketing solutions like Fresh service or similar tools.
• One to three years’ experience with Windows desktop deployment technologies, including SCCM and MS Intune.
• Experience with installation, configuration, and remote support of peripheral devices including printers, scanners, and other devices as required.
• Experience with fundamental network concepts (wireless networks, Ethernet networks, subnets, routing, etc.)
• Experience troubleshooting remote network access technologies including MS VPN services, Palo Alto Global Protect VPN client, and Citrix remote access services.
• Home office that is HIPAA compliant for all remote or telecommuting positions as outlined by the company policies and procedures.

Salary Range: $19.71 - $26.28