IT Support Analyst

Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.

We are seeking for a highly motivated and customer-oriented IT Support Analyst to join our dynamic team. As an IT Support Analyst, you will be responsible for providing technical assistance and support to end-users, troubleshooting hardware and software issues, and ensuring the smooth operation of our IT systems and infrastructure.

Position Overview

This role involves providing technical assistance and support to end-users, troubleshooting hardware and software issues, and ensuring the smooth operation of IT systems and infrastructure. You will be responsible for diagnosing and resolving technical problems, assisting with user account management, and maintaining computer systems and peripherals.  The IT Support Analyst must

Job Responsibilities :

• Provide exceptional customer service to all end users
  • Consistently demonstrate exceptional customer service to all end users.
  • Act as a role model within the team by demonstrating flawless customer service etiquette.
  • Serve as a liaison between staff and technology to resolve issues and achieve desired results
• Delivery of athena’s employee technology experience
  • Assist in integrating new employees into the technology environment through onboarding timeframe.
  • Collaborate with employees across athena geographies throughout their tenure to make sure they have the tools and knowledge to be successful.
  • Assist in training new employees.
  • Share knowledge with colleagues and end users.
  • Create and maintain documentation for self-service and team knowledge base of team and share lessons with colleagues.
• Enhance and support athena’s service offerings and technologies
  • Assist team in the resolution of corporate support service desk tickets within established Service Level Agreement timeframes.
  • Own the life cycle of a service desk ticket from initial submission through resolution or escalation as appropriate.
  • Proactively identify systemic issues and triage to the appropriate internal teams.
  • In instances of escalated tickets, collaborate with internal technology teams to ensure timely resolution.
  • Maintain equipment inventory.
  • Identify opportunities for training and documentation and collaborate with senior team members on delivery.
  • Improve efficiencies in day-to-day tasks.
  • Specialize in area of expertise as needed, including mobile devices, Macs, MS Teams, printer configuration, etc.
• Other duties as assigned by the Corporate Support Supervisor.

Experience & Skills Required:

• Any Bachelor’s degree
• 3+ years of professional experience within service desk role.
• Understanding of infrastructure technologies.
• Proven track record of timely and accurate ticket work and documentation.
• Excellent customer service.
• Sustained history of proper ticket management, including proper response times, ticket documentation, and successful resolution.
• Ability to work accurately, independently, and efficiently through a heavy workload of varying ticket types.
• Expertise with the installation, configuration and troubleshooting of Microsoft Operating Systems, Microsoft Office Applications, Mac and Mac Application.
• Experience with public speaking in front of medium-sized groups for training purposes.
• Experience with troubleshooting and repairing conferencing and audio-visual technologies.
• Strong communication skills and ability to explain technological solutions to colleagues with a wide range of computer knowledge.
• Strong ability to prioritize, manage and complete multiple tasks and long-term projects accurately and efficiently.
• Flexibility to travel to additional corporate locations for support as needed.
• Clear and concise written and verbal communication skills.