Technical Support Analyst I

Care Synergy • Fort Collins, CO

9h • Onsite

About The Position

The Technical Support Analyst I position is primarily responsible for assisting employees with issues related to IT and tracking tickets within the help desk software. Inquiries may include troubleshooting user access issues, software questions, hardware issues, replace/install hardware, build/rebuild computers for distribution, and administrative tasks such as adding/deleting users from network & voice mail. Telephony support includes setting up new extensions, moving extensions and troubleshooting phone issues. When appropriate, contact vendors for support. Activate and distribute cell phones and other individual equipment. Train new users on how to use laptops and tablets, downloading after hour’s reports, encrypting files, etc. Additionally, this position will assist in the day-to-day management of all servers and network & telephone components. Management of this equipment consists of assisting with or performing operating system and software upgrades and making necessary adjustments to improve system performance. Also included is monitoring and logging system performance. Answers help desk calls, enters calls into help desk tracking software, going out on calls. Provides support, maintenance and troubleshooting for servers, laptops, workstations, printers, peripheral equipment and software. Loads software and applies software fixes and updates. Supplies telephony and WAN/LAN system configuration and maintenance. Provides end user training (one on one, and occasionally in small groups). Manages communication devices. Monitors and logs system performance across all platforms. Provides administrative functions such as adding new users and modifying distribution lists. Maintains policy and procedure documentation. Maintains on-call after hours ranging from every other week to one week per month as need arises. Up to 40% travel across the Front Range Other duties as assigned.

Requirements

• High School Diploma
• One (1) year Help Desk experience
• Ability to lift/carry a minimum of 30 lbs.

Responsibilities

• Assisting employees with issues related to IT
• Tracking tickets within the help desk software
• Troubleshooting user access issues
• Answering software questions
• Troubleshooting hardware issues
• Replacing/installing hardware
• Building/rebuilding computers for distribution
• Adding/deleting users from network & voice mail
• Setting up new extensions
• Moving extensions
• Troubleshooting phone issues
• Contacting vendors for support when appropriate
• Activating and distributing cell phones and other individual equipment
• Training new users on how to use laptops and tablets, downloading after hour’s reports, encrypting files, etc.
• Assisting in the day-to-day management of all servers and network & telephone components
• Assisting with or performing operating system and software upgrades
• Making necessary adjustments to improve system performance
• Monitoring and logging system performance
• Answering help desk calls
• Entering calls into help desk tracking software
• Going out on calls
• Providing support, maintenance and troubleshooting for servers, laptops, workstations, printers, peripheral equipment and software
• Loading software and applying software fixes and updates
• Supplying telephony and WAN/LAN system configuration and maintenance
• Providing end user training (one on one, and occasionally in small groups)
• Managing communication devices
• Monitoring and logging system performance across all platforms
• Providing administrative functions such as adding new users and modifying distribution lists
• Maintaining policy and procedure documentation
• Maintaining on-call after hours ranging from every other week to one week per month as need arises
• Traveling up to 40% across the Front Range
• Performing other duties as assigned

Benefits

• Employer pays over 90% of employee medical premium in some plans
• Health Savings Account (HSA) with significant Employer Funding: Single $1,000, Family $2,000
• Extensive Paid Time Off (PTO/Vacation Pay/Sick Leave) and EIB (Extended Illness Bank): 18 days in the first year for FT team members
• Seven Paid Holidays with an additional Floating Holiday
• 403(b) Retirement Plan with Employer Match: 50% match up to 8% of total compensation
• Company-Paid Life and AD&D Insurance
• Career & Logo wear
• Education Reimbursement Program
• Clinical Career Ladders
• Certification Pay
• Generous Discover-a-Star Team Member Referral Program
• Team Member Service Awards
• Early Wage Access
• Legal and Identity Protection
• Robust Leadership Development Training Programs

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED