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Technical Support Analyst

2 months ago

Denver, United States Alpine Physician Partners Full time

Are you looking to work for a company that has been recognized for over a decade as a Top Place to Work? Apply today to become a part of a company that continues to commit to putting our employees first.

Job Description:

The Technical Support Analyst is responsible for providing end-user support, user account management, deploying and maintaining workstations and software, and writing/maintaining documentation. This position will analyze and resolve end-user hardware and software problems in a timely and accurate fashion, and provide end user training where required.

This position is a full-time Hybrid role with a minimum of two days in-office. Our business hours are Monday - Friday, 8am-5pm, with periodic 6am-3pm weekday shifts, and rotating weekend shifts and after-hours on-call.

Travel: Up to 20% typically local

Essential Functions:

  • 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. Analyzes and resolves end user support requests in a timely and accurate manner.
  • 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 manner.
  • Troubleshoots hardware and printer connectivity issues and installs or updates software and drivers.
  • Participates in on-call rotation for after-hours support coverage.
  • Maintains confidentiality and ensures compliance with HIPAA regulations.
  • Local and out-of-state travel periodically required.
  • Other duties as assigned.
Knowledge, Skills and Abilities:

A list of special qualifications and personal attributes that are required.
  • Demonstrable skills and troubleshooting experience with Microsoft 365 user and computer management, including but not limited to Entra, Exchange Online, Teams, Teams Phone System, SharePoint Online, OneDrive, and Intune.
  • Triage, prioritize, and resolve end-user support tickets in a timely and accurate manner to meet company service level agreements.
  • 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.
  • Excellent verbal and written communication skills with the ability to communicate appropriately with both technical and non-technical users.
  • Great customer service skills
  • Teamwork skills
  • Independent problem-solving skills
  • Self-motivated and self-managed
  • Proficient in Microsoft Office Suite
Qualifications:
  • 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.
  • One to three years' experience with Windows desktop deployment technologies, including SCCM and MS Intune.
  • 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:

$25.17- $33.56