The Technical Support Analyst is responsible for providing end-user support, user account management, deploying and maintaining workstations and software, and writing/maintaining documentation.
Performs initial technical support ticket triage, classifies and routes tickets appropriately, and resolves tickets in a timely manner to ensure meeting SLA requirements.
Deploys and maintains end user workstations, software, peripherals, and other related IT equipment, both on-site and remotely.
Onboards/offboards user accounts in multiple Microsoft 365 Entra tenants, on-premise Active Directory, Exchange Online, and Teams Phone System.
Configures and deploys new computers to users, assists users with initial login process, ensures necessary software and web application access is configured and accessible.
Analyzes and resolves end-user hardware, operating system, and software issues in a timely and accurate manner.
Troubleshoots hardware and printer connectivity issues and installs or updates software and drivers.
Participates in on-call rotation for after-hours support coverage. Will have weekly early shift rotation starting at 6 AM Mountain Time.
Other duties as assigned.

Requirements

Four-year college diploma or university degree in computer science or computer engineering, or three years equivalent work experience.
MCTS, MCITP, MCDST, MOS, or CompTIA A+ certifications a plus.
Three to five years’ experience with Windows desktop management and support, including supporting MS Office application installation, customization, troubleshooting, and usage.
Three to five years’ experience with MS M365/O365 tenants, configuration of Active Directory user accounts and Exchange mailboxes in a hybrid configuration, and configuring and supporting Teams, Teams Phone System, SharePoint Online, and OneDrive for end users.
Experience with ITSM ticketing solutions like Freshservice or similar tools.
One to three years’ experience with Windows desktop deployment technologies, including SCCM and MS Intune.
Experience with installation, configuration, and remote support of peripheral devices including printers, scanners, and other devices as required.
Experience with fundamental network concepts (wireless networks, Ethernet networks, subnets, routing, etc.)
Experience troubleshooting remote network access technologies including MS VPN services, Palo Alto GlobalProtect VPN client, and Citrix remote access services.
Home office that is HIPAA compliant for all remote or telecommuting positions as outlined by the company policies and procedures.

Benefits

Must have personal transportation available that can transport computers and related equipment to local medical clinics.
Maintains confidentiality and ensures compliance with HIPAA regulations.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

Windows desktop managementMS Office application supportActive Directory configurationExchange Online configurationTeams configurationSCCMMS Intunenetwork troubleshootingremote access technologiesperipheral device support

Soft Skills

end-user supportticket triageproblem-solvingdocumentationtime managementcommunicationcustomer serviceteam collaborationadaptabilityattention to detail

Certifications

MCTSMCITPMCDSTMOSCompTIA A+