INFORMATION TECHNOLOGY (IT) SUPPORT ANALYST

This position works on-site at our Administrative office in Raleigh, NC.
Join a supportive team who values Compassion, Excellence, Collaboration, Inclusion, Hope, & Authenticity!
As our IT Support Analyst, you will provide front-line primary technical support to end users on various technical issues and problems relating to hardware, software and peripherals. You will also be responsible for responding to, documenting and resolving service tickets in a timely manner. The IT Support Analyst must have excellent problem-solving skills to diagnose, evaluate and resolve complex problem situations, or when appropriate, escalate or route them to an appropriate external vendor source.
Additionally, you will also perform root cause analysis, develop checklists for typical problems and recommend procedures and controls for problem prevention. This position will support multiple platforms including desktops, laptops, mobile devices, conferencing equipment and company electronic medical records. This position may require independent work, share information and assist others with work orders.

QUALIFICATIONS OF AN INFORMATION TECHNOLOGY SUPPORT ANALYST

Education and Experience

• AAS Computer Information Technology preferred or equivalent degree
• 2 - 5 years on the job experience

Competencies, Knowledge, Skills and Abilities

• Knowledge of MS Windows Professional 10 and 11, and MS Office Suite
• Windows Server 2016 and beyond
• Intune/MDM
• Remote Desktop Support
• Active Directory and MS365 Administration
• TCP/IP, DNS and DHCP
• Ability to solve problems, multi-task, and set priorities
• Ability to meet deadlines and adjust to changing priorities
• Experience developing scripts to automate day-to-day desktop activities a plus
• Experience creating and deploying group policy a plus

• Resolve help desk issues including troubleshooting hardware and software issues
• Assist in design, development, documentation, analysis, creation, testing or modification of computer systems or programs, based on and related to user or system design specifications
• Assist in maintaining integrity of the network and system security
• Assist in maintaining data storage architecture
• Serves as system administrator for electronic health record system
• Develop and assist in developing and maintaining required technical documentation
• Assist in systems testing, configuring and implementation. i.e. EMR
• Provide user level technical support for end users, computers, printers, etc., including after normal business hours when necessary.
• Maintain an inventory of all technology-related equipment.
• Provide user level training on daily applications used, including, but not limited to: MS Office 365, EMR, and other basic computer related skills
• Lead and assist with end user system updates and monitoring
• Administer user management including active directory, EMR, and MS365.
• Install, troubleshoot and repair software, hardware, and peripherals
• Assist in evaluating and modifying the system’s performance. Ensure proper preventive maintenance is performed on all equipment
• Lead and assist with installation, maintenance, and troubleshooting of the office phone system and mobile devices. Provide technical support for mobile issues.