Technical Support Field Analyst

Senior Helpers - Corporate•Park Ridge, IL

12d•$62,000 - $75,000•Onsite

About The Position

The Technical Support Field Analyst serves as Altocare’s primary Tier 2 technology resource and provides Tier 1 and Tier 2 support across Altocare 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 resolves issues remotely and in person, escalating unresolved matters to Tier 3 technicians, with the goal of minimizing disruption to staff and care delivery. 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. Work includes hands-on troubleshooting, user setup, hardware refreshes, and tasks that cannot be completed remotely. Regular travel is required within Chicagoland, with occasional travel to other states; remote support is also provided to staff and offices outside the area. The Analyst manages day-to-day priorities independently while following documented procedures, communicating clearly, and following requests through to resolution.

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 desktop or field IT support experience with demonstrated Tier 1 and Tier 2 troubleshooting capability.
Working technical knowledge of networking, 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 with helpdesk or ticketing platforms, including 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.
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, remain accountable, and follow through without reminders.
Analytical and problem-solving abilities, including knowing when to resolve issues independently and when to seek 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; receptive to feedback and able to apply it.
Ability to work collaboratively with remote colleagues and departments.
Valid driver’s license and reliable personal transportation.
Willingness to travel regularly within Chicagoland and occasionally to other states.

Nice To Haves

Microsoft, A+, or Network+ certifications.
Familiarity with Microsoft Intune or other endpoint management tools.
Microsoft Office 365 management experience.

Responsibilities

Serve as the primary on-site technician for the Chicagoland area when an issue cannot be resolved remotely.
Travel to sites for hardware refreshes, new user setup, hands-on troubleshooting, and repair of desktops, laptops, printers, peripherals, and network equipment, including cable inspections.
Provide remote support to office locations 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.
Consult documentation and knowledge resources, collaborate with colleagues and the manager when needed, and share troubleshooting steps when requesting help or escalating issues.
Keep workstations, 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 home care software platforms such as AlayaCare, WellSky, and FranConnect.
Set up and support video conferences and webinars using Teams, Zoom, or equivalent tools.
Manage helpdesk tickets from intake through resolution, maintain accurate notes, and proactively communicate status and expected resolution timelines to end users.
Keep the Technical Support Manager informed about unresolved issues, site conditions, and user or equipment concerns.
Follow documented procedures, including the new-hire checklist; obtain manager approval 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 provide procurement and disposal recommendations.
Conduct technology orientation and onboarding for new staff and provide ongoing training on software, hardware, and security best practices.
Apply previously provided training and direction, incorporate manager feedback, and perform other duties as assigned.

Benefits

Competitive pay.
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 matching.
PTO, personal days, paid birthday, and paid holidays.
Monthly gym membership reimbursement.
Education tuition reimbursement.