Systems Analyst

Job Purpose

Support Specialist - team member will provide virtual and some on-site support for hardware, software, applications, installations and mobile devices while ensuring a positive employee experience. They will act as the “face of IT” for employee’s and offer a personalized experience to the end-users. This role will continuously document and improve on current operational processes while providing operational support. Reports to IT operations manager.

Duties and Responsibilities

• End-user facing expertise in providing support for hardware and software issues within end-user computer systems to include desktops, laptops, printers, VOIP phones and mobile apps.
• Respond to end-user related questions for all supported hardware, software and applications.
• Provide Level I and II support via phone, email and potentially on-site to support service needs as required.
• Manage user accounts, permissions, email, anti-virus and anti-spam.
• Efficiently diagnose, troubleshoot and resolve technical issues at desktop level.
• Provide on-site technical support that may involve but not limited to; installation of hardware or systems, software, network and communications devices.
• Monitor Service Desk for tickets assigned to the queue and process first-in first-out based on priority and criticality.
• Modify configurations, utilities, software default settings, etc. for the local workstations.
• Administer and manage new user account creation.
• Position will require on call coverage for after-hours support needs on a rotating basis with other support specialist.

Qualifications

Knowledge, Skills, and Abilities:

• Must have excellent communication skills, positive attitude and be engaging with end-users.
• Experience with iOS, Windows 10, Office365 applications.
• Experience with problem solving in a support-oriented environment.
• Understanding of networking concepts (DHCP, DNS, TCP/IP, Wireless, Ethernet).
• Exceptional soft skills and troubleshooting skills.
• Team player, good communicator, self-directed work style.
• The ability to communicate politely, clearly and effectively with users at a high level such as senior management on matters of a technical and/or complex nature.
• Desire to contribute to a fast paced, growth-oriented company.
• Strong attention to detail and the ability to determine the root cause of the problem in a self-directed manner.
• Excellent organizational & interpersonal skills with attention to detail.
• Great communication with end users and ability to assist/walk through and trouble-shoot issues.
• • Must have reliable transportation for travel to multiple clinics throughout Louisiana, Texas and Oklahoma. Will also need to travel to any of our clinic locations depending on new contracts

Required Qualifications:

• 2 years’ experience in a customer facing desk-side support/end user computing role
• Associates or Technical Degree is preferred.
• Must have excellent communication skills, positive attitude and be engaging with end-users.