Technical Analyst

Southwest Network•Phoenix, AZ

4d•Hybrid

About The Position

This position assists with the deployment, monitoring, maintenance, development, upgrade, and support of the information technology (I.T.) infrastructure environment. This includes servers, desktops, laptops, LAN/WAN, phones, hardware, software, the Microsoft 365 environment, and peripherals. The role involves managing and maintaining the IT infrastructure to ensure optimum system availability and reliability, assembling and deploying PCs and peripheral equipment, and installing/upgrading software on PCs with minimal disruption to users. The Technical Analyst will prioritize, troubleshoot, and resolve employee-reported issues, document system configurations, and provide technical support and guidance to users. Proficiency in Microsoft 365, Windows Active Directory, and remote monitoring management platforms is utilized. Collaboration with managed services vendors and external partners is also a key aspect of the role.

Requirements

Requires a bachelor’s degree in computer science, information systems or related technical field required; equivalent combination of education, training, and/or experience considered in lieu of a degree.
Requires 2 - 4 years’ experience working in an enterprise IT environment with more than 50 users.
Requires IT support experience and knowledge of commonly used concepts, practices and procedures related to PC, server, and network technical support.
Requires a strong technical background in Windows 11, Microsoft 365, and P.C. support
Knowledge of project management methodologies and processes required.
Tier 1 and 2 level troubleshooting skills required.
Must have strong attention to detail, organization and analytical problem-solving skills.
Must be able to quickly grasp new concepts and think analytically.
Must be able to work independently and manage multiple projects and priorities.
Must possess excellent interpersonal skills, professional oral and written communication skills, and be able to write routine reports and correspondence.
Must be able to read and interpret technical documents and interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Must be able to maintain excellent employee relationships and provide excellent customer service.
Must be competent in the use of computer, printer, copier, and telephone equipment.
Must be highly proficient in the use of Microsoft 365, Windows Active Directory, Visio and Microsoft Office applications, including Outlook, Word and Excel.
Must also be able to use we-based applications.
Must be able to effectively use the internet and various web browsers.
Must maintain a valid Arizona state fingerprint clearance card.
Must have and maintain a valid Arizona driver’s license.
Must be at least 21 years of age.

Nice To Haves

Experience in the health care industry a plus.
Preferred typing skills of 25 to 40 WPM.
Occasional use of fax server, security systems, and other office equipment.

Responsibilities

Assists with the deployment, monitoring, maintenance, development, upgrade, and support of the information technology (I.T.) infrastructure environment, including but not limited to servers, desktops, laptops, LAN/WAN, phones, hardware, software, Microsoft 365 environment, and peripherals.
Assists as directed with the management and maintenance of the IT infrastructure to ensure optimum system availability and reliability.
Assembles and deploys personal computers (PCs) and peripheral equipment (phones, air cards, signature pads, and other computer-related items) as required including repair and replacement of entire units or parts.
Installs and/or upgrades software on PCs as required in an appropriate manner to be as non-disruptive as possible to the user.
Prioritizes, troubleshoots and resolves questions, problems and issues reported by employees.
Under the direction of leadership, documents and maintains system, application, security and network configurations and performs additional system hardware and software maintenance tasks as required.
Provides technical support, assistance and guidance to users as needed to ensure proper equipment usage and security procedures.
Utilizes knowledge of Microsoft 365, Windows Active Directory, and remote monitoring management platforms to perform duties.
Works closely with the managed services vendor(s) and with external partners and third-party resources as necessary for IT support and assistance.
Moves equipment as required.
Follows policies and procedures and adheres to the requirements of the Corporate Compliance Program.
Ensures confidentiality of verbal and written information in accordance with HIPAA standards and Southwest Network policy, and adheres to the legal, ethical and professional guidelines adopted by Southwest Network.
Other duties as assigned.