IT Support Analyst (Service Desk)

Odesus - Las Vegas, NV

Full-time - Entry Level

Las Vegas, NV

Social Assistance

About the position

The IT Support Analyst will provide high-level technical support for a leading technology-powered healthcare company. This role involves both software and hardware support, addressing issues for a diverse range of users from senior executives to clinic staff. The analyst will work from corporate offices and travel to local clinics as needed, ensuring effective communication and compliance with healthcare regulations.

Responsibilities

• Provide prompt and effective white glove level technical support for various IT incidents.
• Collaborate with internal technical support and engineering teams on projects and support cases.
• Handle incoming helpline calls and tickets, offering initial technical assistance before escalations.
• Convey intricate cases and project tasks to Tier II and/or III support teams.
• Offer field support in the absence of dedicated field support engineers.
• Participate in a rotation to provide after-hours on-call support.
• Fulfill on-call duties by delivering remote assistance and support during the designated times.
• Proactively review event logs related to systems, networking, and security, contributing to the support team's effectiveness.
• Ensure compliance with SOX 404B and HIPAA rules and regulations as defined in policies.
• Maintain open communication about any issues with scheduled maintenance tasks to IT Management.
• Educate users on technologies, cybersecurity, and safeguarding company assets.

Requirements

• Bachelor's degree in Computer Science or Information Systems, OR 2-5 years of IT Technical Support experience in medium to large-sized firms.
• Entry-level certifications in networking, infrastructure systems, and/or security.
• Strong technical speaking and writing skills.

Nice-to-haves

• Proficient in troubleshooting basic PC performance issues and adhering to configuration protocols for user devices.
• Advanced skills in Microsoft Windows Operating Systems for endpoint computing.
• Strong written and verbal communication skills in English.
• Ability to thrive in a fast-paced healthcare environment with exceptional efficiency.
• Capable of self-initiating and contributing effectively to projects.
• Demonstrates excellent interpersonal skills across all levels of the organization.
• Eager to learn and pick up new technologies quickly.
• Able to assist with scheduled and unscheduled tasks during emergency situations.