IT Technical Analyst

Friendship Village of Tempe•Des Moines, IA

1d•$50,000 - $62,000•Onsite

About The Position

The IT Technical Analyst is responsible for providing prompt technical support and customer service, service desk call and ticket troubleshooting, diagnosis and resolution for incidents and requests, end user workstation and device support and training, and assisting with technical projects for the corporate office, business units and community user base. This position is required to participate in an on call rotation schedule. This position reports to the Senior Manager, IT Technical Services.

Requirements

Two-year degree or equivalent combination of education and demonstrated experience
2 -4 years of service desk, desktop support, or technical support experience
Experience supporting and troubleshooting Windows workstations, laptops, mobile devices, peripherals, printers, and related hardware.
Strong knowledge of Windows 11, Microsoft 365, and core productivity applications including Outlook, Teams, OneDrive, SharePoint, and Office.
Working knowledge of Microsoft Entra ID (Azure AD), account administration, group management, and Microsoft 365 user support.
Familiarity with endpoint management technologies, including Microsoft Intune, mobile device management (MDM), and endpoint security solutions.
Basic understanding of networking concepts, including TCP/IP, DNS, DHCP, VPN connectivity, and wireless networking.
Strong analytical, troubleshooting, and problem-solving skills with the ability to diagnose and resolve technical issues efficiently.
Excellent customer service and communication skills, with the ability to effectively support both technical and non-technical users through multiple support channels.
Ability to manage multiple priorities, work independently and collaboratively, adapt to changing business needs, and maintain professionalism in high-pressure situations.
Strong documentation skills, including the creation and maintenance of knowledge articles, support procedures, and technical documentation.
Experience with IT service management (ITSM) platforms; experience with BMC Helix and PowerShell scripting is preferred.

Nice To Haves

Certifications such as CompTIA A+, Network+, Microsoft Fundamentals, or equivalent
Experience supporting Microsoft 365 environments
Experience working with IT Service Management (ITSM) frameworks such as ITIL
Experience working in healthcare, senior living, or multi-site support environments

Responsibilities

Provide exceptional customer service and technical support to end users across corporate and community locations through phone, email, in-person interactions, and remote support tools.
Install, configure, troubleshoot, maintain, and support Windows operating systems, desktop and laptop hardware, software deployments, system upgrades, imaging processes, and break-fix activities.
Support Microsoft 365 applications and services, including Outlook, Microsoft Office, Teams, OneDrive, SharePoint, Edge, and basic Microsoft 365 administration such as mailbox, license, distribution group, and shared mailbox management.
Administer user accounts and access throughout the employee lifecycle, including onboarding, role changes, terminations, password resets, account maintenance, and security group administration.
Support endpoint management and security solutions, including antivirus, endpoint protection, disk encryption, device management platforms, and security best practices.
Troubleshoot and resolve issues related to networks, VPN connectivity, printers, multifunction devices, mobile devices, and end-user peripherals such as monitors, webcams, docking stations, headsets, keyboards, and mice.
Provide support for conference room and collaboration technologies, including Microsoft Teams Rooms, audio/video systems, and related equipment.
Create, manage, document, and resolve service requests, incidents, and support tickets while ensuring accurate categorization and assignment of labor and billing information.
Escalate and coordinate issue resolution with internal support teams, vendors, and third-party service providers as necessary.
Contribute to the development and maintenance of knowledge articles, troubleshooting documentation, support procedures, workflows, and training materials to improve service delivery and operational efficiency.
Assist with user education and technology training initiatives, promoting effective utilization of technology solutions.
Identify opportunities to improve support processes, procedures, and customer experiences through continuous improvement efforts.
Recognize and escalate potential security threats, phishing attempts, suspicious activities, and policy violations in accordance with established security protocols.
Adhere to incident, request, change, and knowledge management processes and service level expectations.
Participate in Technology Support Center (TSC) operational rotations, including phone support, email support, omnichannel support, project assignments, and other departmental responsibilities.
Perform additional duties and responsibilities as assigned.