Technical Support Analyst I
About The Position
The Technical Support Analyst I assists employees with IT issues and tracks requests in help desk software. The role troubleshoots user access, software, hardware, and phone problems; installs or replaces equipment; prepares computers for distribution; manages user accounts and voicemail; and contacts vendors when appropriate. It also activates and distributes mobile phones and other equipment and trains users on laptops, tablets, file encryption, and related tasks. The position assists with day-to-day management of servers and network and telephone components, including upgrades, performance adjustments, monitoring, and logging. Work also includes supporting and maintaining servers, computers, printers, peripheral equipment, software, telephony, and WAN/LAN systems; providing end-user training; managing communication devices; maintaining documentation; and handling administrative tasks such as user and distribution-list changes. The role maintains after-hours on-call coverage as needed and involves up to 40% travel across the Front Range.
Requirements
- High school diploma.
- One year of help desk experience.
- Ability to lift or carry a minimum of 30 pounds.
Responsibilities
- Answer help desk calls, enter requests into help desk tracking software, and respond to calls in person.
- Troubleshoot user access, software, hardware, and telephone issues; contact vendors for support when appropriate.
- Replace and install hardware and build or rebuild computers for distribution.
- Add and delete network and voicemail users, set up or move telephone extensions, and troubleshoot phone issues.
- Activate and distribute cell phones and other individual equipment.
- Train new users on laptops, tablets, after-hours reports, file encryption, and other relevant tools and processes.
- Assist with day-to-day management of servers and network and telephone components, including operating system and software upgrades and system-performance adjustments.
- Provide support, maintenance, and troubleshooting for servers, laptops, workstations, printers, peripheral equipment, and software.
- Load software and apply software fixes and updates.
- Configure and maintain telephony and WAN/LAN systems.
- Provide one-on-one and occasional small-group end-user training.
- Manage communication devices.
- Monitor and log system performance across platforms.
- Perform administrative functions, including adding users and modifying distribution lists.
- Maintain policy and procedure documentation.
- Maintain after-hours on-call coverage as needed.
- Travel across the Front Range, up to 40%.
- Perform other duties as assigned.
Benefits
- Employer pays over 90% of employee medical premiums in some plans.
- Health Savings Account with employer funding of $1,000 for single coverage and $2,000 for family coverage.
- Paid time off, vacation pay, sick leave, and Extended Illness Bank; 18 days in the first year for full-time team members.
- Seven paid holidays and one additional floating holiday.
- 403(b) retirement plan with employer match of 50% up to 8% of total compensation.
- Company-paid life and AD&D insurance.
- Education reimbursement program.
- Clinical career ladders and certification pay.
- Team member referral program.
- Team member service awards.
- Early wage access.
- Legal and identity protection.
- Leadership development training programs.
- Two free, confidential benefit programs.
- Mileage reimbursement of $0.625 per mile.
- Overtime pay based on position, schedule, and/or availability.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
