Support Analyst

Lone Star Circle of Care • Georgetown, TX

9h

About The Position

The Support Analyst provides Tier 1 and Tier 2 technical support for end-user technology maintenance and deployment, including LSCC-managed network infrastructure, desktop systems, software, and hardware. The role is a primary point of contact for technical issues and focuses on resolving requests promptly while delivering excellent customer service. The Support Analyst works with employees at all organizational levels, as well as vendors, and travels to other LSCC facilities as needed.

The role supports users through the IT Service Desk, telephone, email, chat, and in person; manages and documents requests through the IT Service Management system; and builds, configures, and maintains employee systems. It also involves managing hardware and software assets, supporting desktop and laptop software and office equipment, maintaining desktop images, deploying operating systems, providing remote support to branch offices, and monitoring IT systems and infrastructure. The Support Analyst collaborates on projects and user training, researches solutions, keeps current with technology trends, and works with vendors and suppliers to procure and manage IT equipment and software.

Requirements

• Associate’s degree in Computer Science or at least three years of related experience in a technical support or IT role.
• Proficiency with Windows operating systems and Microsoft Office 365 applications.
• Ability to problem solve.
• Organizational skills.
• Attention to detail.
• Team-player personality.
• Time-management skills.

Nice To Haves

• Proficiency with an EMR system.
• Bilingual English/Spanish language skills.

Responsibilities

• Respond to IT requests through the Service Desk, telephone, email, chat, and in person, providing timely and effective issue resolution.
• Create, manage, and document requests and resolution processes in the IT Service Management system.
• Build, configure, maintain, and manage systems for employees using current technologies.
• Manage PC inventory and track hardware and software assets.
• Support desktop and laptop software and configure network access, printers, and other office hardware.
• Maintain, develop, and document corporate desktop images.
• Perform manual and automated operating system deployments.
• Provide end-user support, including remote assistance for branch offices using remote console access technologies.
• Collaborate on projects and facilitate training programs for essential and specialized applications.
• Stay current with IT technologies and trends.
• Research solutions using internal and external knowledge bases as needed.
• Monitor and manage IT systems and infrastructure to support availability and performance.
• Collaborate with vendors and suppliers to procure and manage IT hardware and software.
• Travel to other LSCC facilities as needed.
• Perform other duties as assigned.

Benefits

• Competitive salary.
• Medical, dental, and vision insurance.
• LSCC-paid life insurance.
• LSCC-paid short-term and long-term disability insurance.
• Paid time off.
• 403b Employee Retirement Plan.

What This Job Offers

• Job Type: Full-time
• Education Level: Associate degree