Specialist, Technical Support

Alpine Physician Partners•Colorado Springs, CO

1d•$20 - $26•Hybrid

About The Position

Position Summary: The Technical Support Analyst is responsible for providing end-user support, user account management, deploying and maintaining workstations and software, and writing/maintaining documentation. This position will analyze and resolve end-user hardware and software problems in a timely and accurate fashion, and provide end user training where required. Essential Functions: Performs initial technical support ticket triage, classifies and routes tickets appropriately, and resolves tickets in a timely manner to ensure meeting SLA requirements. Deploys and maintains end user workstations, software, peripherals, and other related IT equipment, both on-site and remotely. Onboards/offboards user accounts in multiple Microsoft 365 Entra tenants, on-premise Active Directory, Exchange Online, and Teams Phone System. Configures and deploys new computers to users, assists users with initial login process, ensures necessary software and web application access is configured and accessible. Analyzes and resolves end-user hardware, operating system, and software issues in a timely and accurate manner. Troubleshoots hardware and printer connectivity issues and installs or updates software and drivers. Participates in on-call rotation for after-hours support coverage. Will have weekly early shift rotation starting at 6 AM Mountain Time. Maintains confidentiality and ensures compliance with HIPAA regulations. Local and out-of-state travel periodically required. Must have personal transportation available that can transport computers and related equipment to local medical clinics. Other duties as assigned. This position is a full-time Hybrid role with a minimum of two days in-office. Our business hours are Monday – Friday, 8am-5pm, with periodic 6am-3pm weekday shifts, and rotating weekend shifts and after-hours on-call. Travel: Up to 20% typically local Alpine is growing, and we welcome new talent to our highly collaborative and diverse team. We are passionate about building a leading national organization that enables physicians to focus on the joy of practicing medicine, and supports the ongoing transition to value-based care for senior populations. Alpine brings this same level of passion to employee engagement, career development and progression. If this aligns with your career goals, then look no further. Grow with us!

Requirements

Demonstrable skills and troubleshooting experience with Microsoft 365 user and computer management, including but not limited to Entra, Exchange Online, Teams, Teams Phone System, SharePoint Online, OneDrive, and Intune.
Triage, prioritize, and resolve end-user support tickets in a timely and accurate manner to meet company service level agreements.
Troubleshooting and configuring access to remote electronic health or medical record (EHR/EMR) systems.
Working within a compliance-centric environment like HIPAA, PCI, or similar security and privacy compliance program.
Excellent verbal and written communication skills with the ability to communicate appropriately with both technical and non-technical users in-person, on the phone, on video conference, in instant messages/chat, and in email.
Great customer service skills
Teamwork skills
Independent problem-solving skills
Self-motivated and self-managed
Proficient in Microsoft Office Suite, Windows operating systems, and endpoint security.
Four-year college diploma or university degree in computer science or computer engineering, or three years equivalent work experience.
Three to five years’ experience with Windows desktop management and support, including supporting MS Office application installation, customization, troubleshooting, and usage.
Three to five years’ experience with MS M365/O365 tenants, configuration of Active Directory user accounts and Exchange mailboxes in a hybrid configuration, and configuring and supporting Teams, Teams Phone System, SharePoint Online, and OneDrive for end users.
Experience with ITSM ticketing solutions like Freshservice or similar tools.
One to three years’ experience with Windows desktop deployment technologies, including SCCM and MS Intune.
Experience with installation, configuration, and remote support of peripheral devices including printers, scanners, and other devices as required.
Experience with fundamental network concepts (wireless networks, Ethernet networks, subnets, routing, etc.)
Experience troubleshooting remote network access technologies including MS VPN services, Palo Alto GlobalProtect VPN client, and Citrix remote access services.
Home office that is HIPAA compliant for all remote or telecommuting positions as outlined by the company policies and procedures.

Nice To Haves

MCTS, MCITP, MCDST, MOS, or CompTIA A+ certifications a plus.

Responsibilities

Performs initial technical support ticket triage, classifies and routes tickets appropriately, and resolves tickets in a timely manner to ensure meeting SLA requirements.
Deploys and maintains end user workstations, software, peripherals, and other related IT equipment, both on-site and remotely.
Onboards/offboards user accounts in multiple Microsoft 365 Entra tenants, on-premise Active Directory, Exchange Online, and Teams Phone System.
Configures and deploys new computers to users, assists users with initial login process, ensures necessary software and web application access is configured and accessible.
Analyzes and resolves end-user hardware, operating system, and software issues in a timely and accurate manner.
Troubleshoots hardware and printer connectivity issues and installs or updates software and drivers.
Participates in on-call rotation for after-hours support coverage.
Will have weekly early shift rotation starting at 6 AM Mountain Time.
Maintains confidentiality and ensures compliance with HIPAA regulations.
Local and out-of-state travel periodically required.
Must have personal transportation available that can transport computers and related equipment to local medical clinics.
Other duties as assigned.