Sr Technical Support Analyst (Hybrid)

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Job Description:

Position Summary:

The Senior Technical Support Analyst is responsible for deploying, monitoring, and maintaining user accounts, workstations, and software. The Senior Technical Support Analyst will provide Tiers 1 and 2 support to end users in a multi-state company. Position will take responsibility for specific service areas and/or applications within IT’s scope to become subject matter expert.

Essential Functions:

• Creates and manages user accounts in multiple Microsoft 365 tenants and on-premise Active Directory environments. Troubleshoots and supports end user issues with MS M365 and O365 application suites, including email, phone, collaboration, and productivity software.
• Deploys and maintains end user workstations, software, peripherals, and other related IT equipment, both on-site and remotely. Analyzes and resolves end user support requests in a timely and accurate manner.
• Works in a collaborative environment with other IT staff to expand skills and capabilities of others and themselves. Acts a mentor to other tier one Technical Support Analysts.
• Acts as a subject matter expert by sharing information and providing support and training to others, as well as spearheading team projects and establishing goals and milestones for projects.
• Maintains inventory of all PCs, peripherals, and user assignments.
• Documents and revises, as necessary, all onboarding and off-boarding procedures and policies related to IT functions.
• Writes and maintains end user-oriented documentation of corporate software usage and procedures.
• Communicates with end users in an appropriate manner corresponding to their individual technical understanding and skill level.
• Participates in on-call rotation for after-hours support coverage.
• Will have weekly early shift rotation starting at 6 AM Mountain Time.
• Maintains confidentiality and ensures compliance with HIPAA regulations.
• Local and out-of-state travel periodically required. Must have personal transportation available that can transport computers and related equipment to local medical clinics.
• Other duties as assigned.

This position is a full-time Hybrid role. Our business hours are Monday – Friday, 8am-5pm Mountain Time.

Travel: Up to   20%

Knowledge, Skills, and Abilities:

• Management of users and devices in Microsoft 365 tenants and related applications, including experience with Azure AD, Exchange Online, Intune, Teams, Teams Phone System, SharePoint Online, OneDrive, and Purview (Compliance and Security).

• Triage, prioritize, and resolve end-user support tickets in a timely and accurate manner to meet company service level agreements.
• Configuring user and device compliance policies in Group Policy Management, MS 365 Purview (Compliance), MS 365 Defender (Security), Entra, Intune, and CrowdStrike administrative tools.
• Troubleshooting and configuring access to remote electronic health or medical record (EHR/EMR) systems.
• Working within a compliance-centric environment like HIPAA, PCI, or similar security and privacy compliance program.
• Using SCCM and MS Intune to image workstations and deploy software.
• Highly self-motivated and directed, with keen attention to detail.
• Excellent verbal and written communication skills with the ability to communicate appropriately with both technical and non-technical users in-person, on the phone, on video conference, in instant messages/chat, and in email.
• Great customer service skills.
• Independent problem-solving skills.
• Self-motivated and self-managed.

Qualifications:

• Four-year college diploma or university degree in computer science or computer engineering, or five years equivalent work experience.  MCTS, MCITP, MCDST, MOS, or CompTIA A+ certifications a plus.
• Five to seven 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.
• Three to five years’ experience with Windows desktop deployment technologies, including SCCM and MS Intune.
• Experience with ITSM ticketing solutions like Freshservice or similar tools.
• Experience with asset and change management processes.
• Experience with scripting and automation using DOS, PowerShell, VBscript, or similar languages.
• 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.

Salary Range:

$28.44- $40.00 hourly