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Technical Support Analyst
2 months ago
Cortica is seeking an IT Support Specialist to enhance our dynamic, multidisciplinary workforce.
As a rapidly expanding healthcare organization, we are at the forefront of a distinctive, multispecialty methodology for addressing pediatric neurodevelopmental challenges. Our services cater to diverse patient demographics, including those with autism spectrum disorder, developmental delays, sensory processing issues, articulation difficulties, ADHD, anxiety, cerebral palsy, Down syndrome, learning disabilities, and more. Our care framework, informed by insights and advancements in neuroscience, unites clinicians from various fields to create and deliver comprehensive care for children. The core of Cortica's mission revolves around direct patient engagement, making the expertise and empathy of our personnel vital for achieving remarkable experiences and outcomes for the families we support.
We believe that a thriving culture attracts exceptional talent. Furthermore, we are convinced that a positive culture combined with outstanding individuals can transform the world. Our aspirations are bold and ambitious. Our mission is to design and deliver transformative care—one child, one family, one community at a time. Ultimately, we envision a world that nurtures the full potential of every child. At Cortica, every team member, regardless of their role, plays a crucial part in realizing our mission and vision.
Cortica is an equal opportunity employer. We celebrate diversity and promote an inclusive atmosphere, welcoming ideas and perspectives from all team members. We uphold equal rights and respect for all individuals, irrespective of race, color, religion, sex, national origin, age, disability, creed, genetic information, sexual orientation, gender identity or expression, ancestry, veteran status, or other legally protected characteristics. All employment decisions at Cortica, including hiring, are based on an individual's qualifications and ability to fulfill job responsibilities successfully.
Position Overview:
Under the guidance of the Cortica Director of End User Services, the IT Support Specialist provides tier 1, 2, and 3 assistance to clinic and corporate personnel, addressing issues related to PCs (client hardware and software), printers, and other network-connected devices. Responsibilities include assisting with onboarding and offboarding processes (account creation and deactivation), logging and assigning support tickets, and managing urgent requests. The specialist follows up on support tickets to ensure customer satisfaction with IT services, comprehends the operational flow of IT applications, and provides coverage for support operations as needed. Participation in the development and execution of process improvement initiatives is also expected to ensure the ongoing delivery of quality IT products and services.
Key Responsibilities:
- Facilitate user account creation (AzureAD/O365, Athena, Central Reach).
- Oversee the shipping and receiving of IT equipment, including setting up laptops and iPads for distribution to clinics.
- Assist the IT team in maintaining hardware, software, and other systems.
- Provide remote support for telehealth systems, including AV rooms and Zoom software.
- Assist with troubleshooting and deliver tier 1 and 2 technical support.
- Organize and manage IT resources effectively.
- A genuine passion for assisting non-technical colleagues.
- Strong verbal and written communication skills.
- Excellent analytical and problem-solving abilities.
- Ability to collaborate effectively within teams.
- Strong work ethic and meticulous attention to detail.
- Team members must occasionally lift and/or move up to 50 pounds.
- Experience troubleshooting Windows 10 and macOS is highly advantageous.
- Familiarity with cloud services such as O365, Azure, and AWS.
- Previous experience in healthcare IT is a significant plus.
Cortica is deeply committed to the well-being of each team member. The culture and experience we cultivate for our employees are of utmost importance. We offer a comprehensive range of benefits, including medical, dental, and vision insurance, 401K plans with company matching and rapid vesting, paid holidays and wellness days, life insurance, disability insurance options, tuition reimbursement for professional development and continuing education, and referral bonuses.
The base pay range for this position is $23.12 to $28.90 per hour. Compensation will be determined based on skill level, relevant experience, education, and location.
At Cortica, we are dedicated to safeguarding your personal information in accordance with applicable federal and state laws. Please review our Privacy Notice to understand how your data is collected, utilized, and protected.
