It Support Analyst

AgeSpan

Formerly Elder Services of the Merrimack Valley/North Shore

At AgeSpan, 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!

Summary:

The IT 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 escalate issues that require additional knowledge or skill set.

Responsibilities include:

• Provide support to 400+ 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 procedures
• Follow-up with staff to ensure issues are resolved
• Maintain technical documentation and service catalog on installation of software, configuration of hardware and problem troubleshooting

Skills and Qualifications:

Skills include:

• Tech savvy with working knowledge of Phone systems, Microsoft Office products, PC's and Ticketing systems
• Good understanding of computer systems, mobile devices and other tech products
• Hands on experience with diagnosing and resolving basic technical issues
• Excellent communication and interpersonal skills
• Customer-oriented, patient and cool-tempered
• Ability to juggling many tasks

Qualifications:

A minimum of 1+ years of experience in the field. Bachelor/Associate degree in an IT related study is preferred or technical certifications such as CompTIA Network +, A+, MCP, MCTIP, Microsoft certifications. Must have basic knowledge of computer systems and mobile devices.

Hours: 37.5 per week

AA/EOE

AgeSpan is strongly committed to fostering a professional environment that recognizes, respects, and encourages the unique contributions of a broad spectrum of qualified employees. It is important that our employees reflect the diverse communities we serve.We maintain a work atmosphere that allows people of varied backgrounds to grow professionally and contribute to our mission by promoting diversity, equity, inclusion, and work-life balance.