Desktop Support Analyst I, Fully Remote (Works in AZ Time Zone)

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About the position

Responsibilities

  • Provides an effective and efficient IT service for clients located at home, in an office or at a hospital.
  • Provides hardware and software support and troubleshoots issues to clients remotely and in-person.
  • Works with clients to resolve issues with systems during the standard work schedule, as well as when assigned on-call coverage; Escalates non-routine issues to next level of support in a timely manner.
  • Enters and updates tickets outlining the proper progression of the work performed.
  • Follows up with clients to ensure their issues are resolved and all questions are answered before closure.
  • Diagnoses and corrects client connectivity issues, which includes VPN, mobile devices, BYOD, and multi-factor authentication.
  • Manages computer, telephone, and related system repairs; May work with vendors in troubleshooting and supporting system.
  • Supports IT related projects and provides support to process functionality.
  • Provides after-hour and weekend support to clients in accordance with the team's on-call parameters.
  • Installs, upgrades, and maintains hardware and software.
  • Configures and installs software on systems.
  • Onboards and offboards network and telephone user accounts.
  • References team documentation on processes and issues.
  • Provides recommendations for workflow or documentation enhancements to leadership.
  • Supports and adheres to the equipment inventory and disposal process.
  • Creates network and telephone user accounts.
  • Follows best security practices outlined by the organization.
  • Administers software security, including patch management and software updates.
  • Supports end point encryption and multi-factor authentication (MFA).
  • Supports and maintains VPN functionality for clients.
  • Assists with the creation of procedures, how to documents and training materials.
  • Prioritizes individual workload with assistance from leadership while ensuring high level of customer service.
  • Applies best practices in every aspect of this support/service role.
  • Assists other IT team members as needed.
  • Works on special projects and other duties as assigned.

Requirements

  • Bachelor's degree in Computer Science, System Analysis or Business preferred.
  • Previous experience in an information technology or client satisfaction role preferred.
  • Microsoft Windows Operating Systems (O365)
  • Good analytical approach to the job
  • Good decision making
  • Strong communication skills (verbal and written)
  • Strong organizational skills
  • Strong interpersonal skills to foster a team environment based on trust and strengthening the team
  • Proficient with Microsoft Word & Excel
  • Good problem-solving

Benefits

  • Competitive compensation
  • Comprehensive benefits package
  • Generous paid time off
  • Matching 401(k) program
  • Tuition reimbursement
  • Annual salary reviews
  • Comprehensive health plan
  • Opportunity to participate in volunteer activities on company time
  • Development opportunities
  • Bonus eligible in accordance with the terms of the Company's plan
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