Technical Support Field Analyst

Senior Helpers • Park Ridge, IL

11d • Onsite

About The Position

The Technical Support Field Analyst is Altocare’s primary Tier 2 technology resource for the organization and its affiliated entities. This field-based role is headquartered in the Chicago, Illinois area and reports to the Technical Support Manager in Towson, Maryland. The Analyst provides Tier 1 and Tier 2 support, escalates unresolved issues to Tier 3 technicians, and helps ensure that end users can meet business and care-delivery objectives with minimal disruption.

The role requires on-site visits as needed to MedTec Healthcare’s Chicago corporate office, Adult Day Services centers, and the Senior Helpers corporate store for hands-on troubleshooting, new user setup, hardware refreshes, and other work that cannot be completed remotely. Travel is mainly within the Chicagoland area, with occasional travel to other states. The Analyst also provides remote support to staff and offices outside Chicagoland. The Technical Support Manager provides direction, while the Analyst independently manages day-to-day priorities across multiple sites using sound judgment, clear communication, documented procedures, and reliable follow-through.

The Analyst supports workstations, operating systems, Microsoft 365, networks, printers, peripherals, remote access, VPNs, endpoint security, home care software, and video conferencing. Responsibilities also include managing tickets through resolution, maintaining user accounts and technical documentation, supporting onboarding and training, and making technology inventory and procurement recommendations.

Requirements

• College diploma or university degree in Information Systems, Computer Science, or a related field, and/or at least 3 years of equivalent hands-on IT support experience.
• At least 3 years of experience in desktop or field IT support, with demonstrated Tier 1 and Tier 2 troubleshooting capability.
• Working technical knowledge of networks, PCs, and platform operating systems, including Microsoft Windows 10/11 and Microsoft Office 365.
• Experience administering Azure/Entra ID and Microsoft 365 user accounts, including onboarding and offboarding.
• Experience using helpdesk or ticketing platforms, completing required ticket fields, and documenting resolutions.
• Experience supporting multi-site environments with both on-site and remote end users.
• Working knowledge of networking and Wi-Fi troubleshooting.
• Experience with telephony configurations and support.
• Hands-on software troubleshooting experience.
• Experience documenting and maintaining configuration and process information.
• Understanding of the organization’s goals and objectives and knowledge of applicable data privacy practices and laws.
• Strong customer service orientation and a professional, patient approach to end-user support.
• Ability to manage a field schedule across multiple sites independently with minimal supervision and to follow through reliably while working autonomously.
• Analytical and problem-solving ability, including knowing when to escalate or ask for help.
• Ability to prioritize and execute tasks in a dynamic, multi-site environment.
• Strong interpersonal and oral communication skills, including proactive status updates, and ability to explain technical ideas in user-friendly language.
• Ability to read, write, and interpret technical documentation and procedure manuals.
• Attention to detail in technical work and ticket documentation; receptiveness to feedback and consistent application of it.
• Ability to work collaboratively with remote colleagues and departments.
• Valid driver’s license and reliable personal transportation; willingness to travel to other Chicagoland locations as needed and occasionally to other states.
• Ability to sit for extended periods, use a computer keyboard, mouse, and power tools, handle computer components, inspect cables in floors and ceilings occasionally, and lift and transport moderately heavy objects such as computers and peripherals.

Nice To Haves

• Microsoft, A+, or Network+ certifications.
• Familiarity with endpoint management tools such as Microsoft Intune.
• Experience with Microsoft 365 management.

Responsibilities

• Provide primary on-site technical support in the Chicagoland area when issues cannot be resolved remotely.
• Travel to sites to refresh hardware, set up new users, troubleshoot and repair desktops, laptops, printers, peripherals, and network equipment, and inspect cabling.
• Provide remote technical support to offices and staff outside the Chicagoland area.
• Diagnose and resolve Tier 1 and Tier 2 issues involving workstations, operating systems, Microsoft 365, network connectivity, and printers or copiers; escalate unresolved issues to Tier 3 technicians as needed.
• Consult documentation and knowledge resources, collaborate with colleagues and the manager, and communicate troubleshooting steps already taken when seeking assistance or escalating issues.
• Keep workstations, software applications, and operating systems current with patches and updates.
• Support remote access tools, VPN configurations, and endpoint security solutions for field and remote staff.
• Troubleshoot and support home care software platforms, including AlayaCare, WellSky, and FranConnect.
• Set up and support video conferencing and webinars using Teams, Zoom, or equivalent tools.
• Manage helpdesk tickets from intake through resolution, maintain accurate notes, and proactively update end users on status and expected resolution timelines.
• Keep the Technical Support Manager informed about unresolved issues, site conditions, and user or equipment concerns.
• Follow documented procedures, including the new hire checklist; confirm with the manager before deviating and document approved changes.
• Create and update Azure and Microsoft 365 user accounts according to the new hire checklist.
• Use the approved password management system to store and retrieve shared credentials.
• Maintain documentation of site configurations, asset inventories, standard operating procedures, and best practices.
• Review technology inventory and recommend procurement and disposal actions.
• Conduct technology orientation and onboarding for new staff and provide ongoing training on software, hardware, and security best practices.
• Retain and apply training and direction, incorporate manager feedback, and perform other duties as assigned.

Benefits

• Medical, dental, and vision insurance, with a generous percentage paid by the company.
• Flexible Spending Accounts for health and dependent care.
• Company-paid life insurance, AD&D, and short-term disability.
• Employee Assistance Plan.
• Voluntary long-term disability.
• 401(k) with employer matching.
• PTO, personal days, paid birthday, and paid holidays.
• Monthly gym membership reimbursement.
• Education tuition reimbursement.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree