General Hours of Work: Monday – Friday, 8:00 AM- 5:00 PM CST (Rotational call: Evening & Night (5:00 PM to 8:00 AM CST), Weekend, and Holiday)
Exempt/Nonexempt: Exempt (Salaried)
Department/Unit: Information Technology
Hours/FTE: 1 FTE
Reports To: Senior Manager – Service Desk

SUMMARY:

The IT Systems Support Analyst is responsible for the maintenance, support, and installation of devices and software for end-users and enterprise systems across clinical and administrative environments, internal and external to Avel. Responsibilities include provisioning, diagnosing, repairing, maintaining, and upgrading a wide range of hardware and software, while ensuring optimal performance and security.
The Analyst supports Windows-based PCs, video conferencing equipment, and VoIP, ensuring consistent communication capabilities and system functionality. This role also contributes to infrastructure support, including access provisioning, device lifecycle management, and escalation resolution.
The Analyst plays a key role in technology deployments, clinical system optimizations, and project-based IT initiatives, helping to drive system performance, operational efficiency, and alignment with Avel’s strategic IT goals.

REQUIRED EDUCATION AND/OR EXPERIENCE:

• Associate’s degree in related area preferred.
• Hands on experience with Active Directory, Azure Active Directory, Microsoft Endpoint Manager/Intune
• Proven experience in troubleshooting and resolving issues within Windows desktop and laptop environments, including OS, driver, and software-related problems.
• Experience supporting VoIP platforms, and telehealth video conferencing technologies in clinical or enterprise settings.
• Knowledge of applicable data privacy practices and laws
• 5 years related experience and/or training preferred.

• Serves as technical lead and escalation point for Service Desk team members
• Provisions and maintains hardware and software for end users and customers
• Packages and deploys applications and updates in accordance with release management standards
• Maintains logs and device inventories, as well as appropriate documentation including application notes, drawings, and configuration information.
• Troubleshoots devices and software to determine the source of malfunctions
• Interacts with end-users and customers to obtain clarification of problems and provide resolution for system failures or degradations.
• Manage access for end users across platforms.
• Assists with customer equipment implementations as needed.
• Supports project implementation by completing technical and operational tasks.
• Logs and manages work orders using the organization’s ticketing system.
• Escalates issues appropriately based on priority, complexity, or impact.
• Work within established configuration and change management policies to ensure awareness, approval, documentation, and success of changes.
• Consults with management and/or senior IT members to solve operational/repair/maintenance problems and help design methods and procedures to improve the efficiency, productivity and control of these operations.
• Participates in rotational on-call support schedule for urgent issues.