Senior Service Desk Analyst
About The Position
Upstream Rehabilitation is looking for a Senior Service Desk Analyst to join our team! Senior Service Desks Analyst Location Type: Remote (Must Reside in the United States) Build Your Career with Us! Upstream Rehabilitation is the country’s largest dedicated provider of outpatient physical and occupational therapy services. Our mission is to inspire and empower the lives we touch, to serve our communities, and to lead with purpose-driven passion. We are committed to delivering remarkable experiences and fostering an inclusive workplace where differences are valued and celebrated. With 1,200+ locations nationwide, 26 brand partners, and 8,000+ employees, Upstream operates at scale while leveraging data, technology, and innovation to drive smarter decisions and operational excellence across the organization. The Role: Join the Upstream Rehabilitation team where your work truly makes an! As a Senior Service Desk Analyst, you will be a key partner in providing exceptional technical support to our internal teams by diagnosing issues, resolving complex problems, and collaborating with other IT areas to keep our technology running smoothly. You’ll also support broader IT operations and play an important role in advancing our mission, vision, and values of Upstream Rehabilitation.
Requirements
- Associate’s degree in Information Systems or a related field.
- 1+ years of experience in a Service Desk or technical support role.
- Strong working knowledge of Windows 10/11, Microsoft Office 2019/365, and VPN technologies.
- Ability to evaluate technical issues, prioritize tasks, and determine effective solutions.
- Strong decision-making, problem-solving, interpersonal, and communication skills, with the ability to support users at all levels of the organization.
- Demonstrated ability to manage multiple tasks in a fast-paced environment.
- Excellent organizational and time-management skills.
- Ability to handle sensitive and confidential information with discretion.
Nice To Haves
- Relevant certifications such as A+, HDI-CSR, HDI-DST, Network+, or MCP.
- Experience with Active Director administration (user accounts, groups, permissions).
- Hands-on experience troubleshooting and repairing PCs, printers, and mobile devices.
- Familiarity with broadband technologies (cable, DSL, fiber) and basic network connectivity troubleshooting.
Responsibilities
- Provide technical support for computers, software, hardware and network issues.
- Respond to incoming tickets and escalations, ensuring timely and effective resolution.
- Troubleshoot problems by running diagnostics, asking clarifying questions, and walking users through solutions.
- Install, repair and configure hardware, software, and peripherals.
- Support PC setup and deployment for new employees using standard images and tools.
- Maintain system performance, inventory of equipment/software and accurate documentation.
- Train users on new hardware and software and follow up to ensure issues are fully resolved.
- Assign appropriate user groups in Active Directory.
- May require some travel to clinics.
- Other projects and duties as assigned.
Benefits
- Annual paid Charity Day to give back to a cause meaningful to you
- 100% employer paid medical health insurance premium option available
- Dental and Vision insurance
- 401(k) with company match
- Generous PTO and paid holidays
- Supportive team and leadership invested in your success
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
