Technical Support Analyst
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About The Position
The Technical Support Analyst is a vital role within our organization, responsible for providing comprehensive end-user support and ensuring the smooth operation of IT services. This position involves user account management, deploying and maintaining workstations and software, and writing and maintaining documentation to support our IT infrastructure. The Technical Support Analyst will analyze and resolve end-user hardware and software problems in a timely and accurate manner, ensuring that users receive the assistance they need to perform their jobs effectively. Additionally, this role includes providing training to end users when necessary, enhancing their understanding of the systems and tools available to them. This is a full-time hybrid position, requiring a minimum of two days in the office each week. Our business hours are Monday to Friday from 8 AM to 5 PM, with periodic shifts from 6 AM to 3 PM on weekdays, as well as rotating weekend shifts and after-hours on-call responsibilities. The role may involve local travel of up to 20% to support users at different locations. The Technical Support Analyst will be expected to perform initial technical support ticket triage, classify and route tickets appropriately, and resolve them in a timely manner to meet service level agreements (SLAs). This includes deploying and maintaining end-user workstations, software, peripherals, and other related IT equipment, both on-site and remotely. The position also requires onboarding and offboarding user accounts across multiple Microsoft 365 Entra tenants, on-premise Active Directory, Exchange Online, and Teams Phone System. The analyst will configure and deploy new computers, assist users with the initial login process, and ensure that necessary software and web application access is configured and accessible. Troubleshooting hardware and printer connectivity issues, installing or updating software and drivers, and maintaining compliance with HIPAA regulations are also key responsibilities of this role. The Technical Support Analyst will participate in an on-call rotation for after-hours support coverage and will be expected to maintain confidentiality and compliance with all relevant regulations.
