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

Role Summary: 

Provides support to end users on a variety of issues during the standard work schedule, as well as when assigned on-call coverage. Identifies, researches, and resolves technical problems under the guidance of leadership. Responds to emails, calls, service requests and personnel requests for technical support timely. Documents, tracks work performed, and monitors the problem to ensure a timely resolution. Able to quickly apply learning in a variety of the field's concepts, practices, and procedures. Relies on established IT policies and procedures to accomplish goals.

Role Responsibilities:

Provides Support:

• 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.

Configure and Maintain Systems:

• 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. 

Additional Responsibilities:

• 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.

Role 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