Technical Support Field Analyst

Senior Helpers • Park Ridge, IL

5d • Onsite

About The Position

The Technical Support Field Analyst serves as the primary Tier 2 technology resource for Altocare and its affiliated entities. This is a field-based role headquartered in the Chicago, IL area. The Analyst handles Tier 1 and Tier 2 support requests, escalates unresolved issues to Tier 3 technicians, and ensures end users across all supported entities can accomplish their business and care delivery objectives with minimal disruption. On-site presence at MedTec Healthcare’s Chicago corporate office, Adult Day Services (ADS) Centers and Senior Helpers corporate store is required as needed for hands-on troubleshooting, new user setup, hardware refresh, and tasks that cannot be resolved remotely; travel will mainly be in the Chicagoland Area with occasional travel to other States. Remote support will also be required for staff and offices outside the Chicagoland Area. The Analyst reports to the Technical Support Manager based in Towson, MD, and is expected to take direction from the Technical Support Manager while exercising sound judgment to manage day-to-day priorities independently across multiple sites.

Requirements

• 3+ years of experience in a desktop or field IT support role, with demonstrated Tier 1 and Tier 2 troubleshooting capability.
• Working technical knowledge of network, PC, and platform operating systems, including Microsoft Windows 10/11, MS Office 365, etc.
• Experience supporting multi-site environments with both on-site and remote end users.
• Working knowledge of networking and Wi-Fi troubleshooting.
• Telephony configurations and support.
• Familiarity with endpoint management tools (Microsoft Intune a plus).
• Experience with helpdesk/ticketing platforms (e.g., SysAid, ConnectWise, etc.).
• Hands-on software troubleshooting experience (Office 365 management a plus).
• Experience documenting and maintaining configuration and process information.
• Good understanding of the organization’s goals and objectives.
• Knowledge of applicable data privacy practices and laws.
• College diploma or university degree in the field of Information Systems, Computer Science, or a related field; and/or 3+ years of equivalent hands-on IT support experience

Nice To Haves

• Certifications in Microsoft, A+, Network+ a plus.

Responsibilities

• Serve as the primary on-site technician for the Chicagoland area when remote resolution is not possible; deploy to various sites for hardware refresh, new user setup, hands-on troubleshooting and repair of desktops, laptops, printers, peripherals, network equipment, and cabling inspections.
• Provide remote support for all other office locations across the country.
• Diagnose and resolve Tier 1 and Tier 2 issues related to workstations, operating systems, Microsoft 365, network connectivity, and printers/copiers; escalate unresolved issues to Tier 3 technicians as needed.
• Ensure workstations, software applications, and operating systems are current with patches and updates.
• Troubleshoot and support home care software platforms (e.g., AlayaCare, WellSky, FranConnect) used by corporate and field staff.
• Provide video conferencing and webinar setup and support (Teams, Zoom, or equivalent) across all supported sites.
• Manage helpdesk tickets from intake through resolution; maintain accurate ticket notes and communicate proactively with end users on status and expected resolution timelines.
• Follow established SLAs for response and resolution times across all supported entities and sites.
• Conduct technology orientation and onboarding for new staff; provide ongoing end-user training on software applications, hardware use, and security best practices.
• Lead IT support sessions for new owner training as needed.
• Maintain up-to-date documentation of site configurations, asset inventories, standard operating procedures, and best practices.
• Review technology inventory and provide procurement and disposal recommendations.
• Other duties as assigned.

Benefits

• Medical, Dental, 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
• 401k with excellent matching
• PTO, Personal Days, Pd. Birthday, Pd. Holidays
• Monthly reimbursement for gym membership
• Education tuition reimbursement

What This Job Offers

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