Support Analyst

Lone Star Circle of Care•Georgetown, TX

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 serves as an initial point of contact for technical issues and focuses on resolving them promptly while providing excellent customer service. It requires travel to other LSCC facilities as needed and collaboration with employees at all organizational levels, as well as vendors, while maintaining professional working relationships. The Support Analyst supports incoming requests through the Service Desk, telephone, email, chat, and in-person channels. The role also builds, configures, maintains, and manages employee systems; tracks hardware and software assets; supports desktop and laptop software and office equipment; maintains desktop images; performs operating system deployments; and provides remote assistance to branch offices. Additional work includes documenting and managing requests, contributing to projects and user training, keeping current with IT technologies, researching solutions, monitoring systems and infrastructure, and coordinating procurement and management of IT hardware and software.

Requirements

At least an 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.
Proficiency with 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 support requests through the Service Desk, telephone, email, chat, and in person, ensuring timely and effective resolution.
Use the IT Service Management system to create, manage, and document requests and their resolution.
Build, configure, maintain, and manage systems for employees using current technologies.
Manage PC inventory and track hardware and software assets.
Support software on desktop and laptop computers 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 to educate users on essential and specialized applications.
Stay current with IT technologies and trends and research solutions through internal and external knowledge bases as needed.
Monitor and manage IT systems and infrastructure to support optimal 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.