IT Support Analyst

Unclassified - Albuquerque, NM

Full-time

Albuquerque, NM

About the position

ClearSky Health Holdings LLC is seeking an IT Support Analyst to join our team in Albuquerque, NM. Our hospitals are dedicated to providing high-quality care that transforms the lives of individuals living with disabling injuries and illnesses. We pride ourselves on our commitment to excellence, not only to our patients but also to our employees and the communities we serve. The IT Support Analyst will play a crucial role in ensuring that our end users receive the technical support they need for various computer, application, system, device, access, and hardware issues. This position requires a strong integration of company values into daily practices, ensuring that all interactions reflect our commitment to quality and service. As an IT Support Analyst, you will be responsible for responding to requests for technical support via telephone, email, and online platforms. You will identify, research, and resolve technical problems of moderate complexity, documenting and tracking each issue using the appropriate systems and tools. Your role will also involve maintaining written documentation on each call and escalating more complex problems to higher levels of support as necessary. You will create, maintain, and disable user network and exchange accounts, troubleshoot IP phones, and coordinate with other teams to resolve user problems effectively. In addition to providing direct support, you will assist with asset management by updating the inventory control system and may be involved in shipping and receiving IT assets. You will also support the preparation of software and hardware installations for new facilities and may be required to travel between markets as needed. A critical aspect of this role is to provide a safe environment for patients, visitors, and staff, assessing risks and implementing appropriate safety precautions in compliance with established standards. Regular attendance and the ability to perform other duties as assigned to support the overall effectiveness of the organization are essential.

Responsibilities

• Responds to telephone, email, and online requests for end-user technical support.
• Identifies, researches, and resolves end-user technical problems of moderate complexity.
• Documents, tracks, and monitors problems using applicable systems and tools.
• Maintains written documentation on each call; escalates complex problems to the next level of support as required.
• Creates, maintains, and disables user network and exchange accounts.
• Troubleshoots IP phones.
• Coordinates with other teams or departments to resolve user problems.
• Supports asset management by updating the inventory control system as directed.
• May ship and receive IT assets.
• Supports preparation of software and hardware installs for new facilities.
• Travels between markets as needed.
• Provides an environment conducive to safety for patients, visitors, and staff.
• Assesses risks for safety and implements appropriate precautions.
• Complies with appropriate and approved safety and Infection Prevention standards.
• Maintains regular attendance in keeping with assigned work schedule.
• Performs other duties as assigned to support overall effectiveness of the organization.

Requirements

• High School diploma or GED equivalent required.
• Associates degree in computer sciences or related field preferred.
• Three years' IT Help Desk experience required.
• Experience in a Healthcare environment strongly preferred.
• Must maintain acceptable driving record, current driver's license, and insurability.
• Demonstrable knowledge of Windows 10, Office Suite software, Office 365, Microsoft Teams, and Windows Active Directory user administration.
• Basic networking skills including working with TCP/IP/DHCP/DNS.
• Demonstrates proficiency with general computer skills including data entry, word processing, email, and records management.
• Demonstrates critical thinking skills.
• Demonstrates effective customer service skills and communication.
• Effective organizational and time management skills.
• Effective written and verbal communication skills.
• Ability to prioritize, meet deadlines, and complete complex tasks.
• Ability to maintain quality and safety standards.
• Ability to maintain proper levels of confidentiality.
• Ability to work closely and professionally with others at all levels of the organization.