Technical Support Analyst

1 week ago

Bangor, Michigan, United States Intercare Health Network Full time
Position Overview

InterCare Health Network is a Federally Qualified Health Center that may qualify employees for the National Student Loan Forgiveness program.

As a vital part of a Migrant and Community Health Center, you will:

  • Engage in meaningful work.
  • Contribute positively to the community.
  • Impact lives through technology.

We are currently seeking a Full-Time IT Support Specialist. At InterCare, you will experience a fulfilling and dynamic work environment, alongside a competitive salary starting at $23.46/hr. and a comprehensive benefits package that includes vacation and personal paid time off, sick leave, 10 paid holidays, tuition reimbursement, medical, dental, vision, life insurance, and both short-term and long-term disability coverage.

Work Schedule:

8:00 a.m. - 5:00 p.m. with flexibility for evening and weekend hours as needed.

Essential Qualifications

  • Associate's degree in Information Technology; Bachelor's degree preferred or substantial relevant experience.
  • In-depth knowledge of Windows operating systems within an Active Directory environment.
  • Strong understanding of PC hardware components.
  • Proficient in Microsoft Office Suite.
  • Exceptional troubleshooting skills for both hardware and software.
  • Basic networking support capabilities.
  • Analytical and logical problem-solving skills.

Key Responsibilities

1) Provide end-user support through various channels.

  • Set up, install, and maintain desktop PCs and laptops.
  • Install and troubleshoot printers, scanners, and other user devices.
  • Assist with the installation of operating systems and applications as required.

2) Oversee PC and laptop upgrade projects.

  • Image and deploy new systems.
  • Monitor and prioritize computer refresh needs.

3) Facilitate new user setup and manage equipment returns.

  • Provision telecom and cloud services for new employees.
  • Document and dispose of decommissioned IT equipment in accordance with policies.

4) Suggest enhancements for operational efficiency.

  • Propose improvements to devices and services to mitigate issues.

5) Manage inventory for IT Department equipment.

  • Keep an accurate inventory of supplies and spare parts.
  • Register new IT equipment in the inventory system.
  • Repair user devices and coordinate warranty services as necessary.

6) Provide support across the IT department.

  • Act as a backup for colleagues as needed.
  • Assist team members with remote support tasks.
  • Seek additional help from peers and external partners when required.

7) Assist in managing virtualization environments.

  • Install hypervisors on physical servers.
  • Create and manage virtual machines.
  • Monitor performance metrics of virtual systems.
  • Request further assistance as necessary.

8) Deliver exceptional end-user support.

  • Handle incoming support requests via phone and help desk.
  • Travel to various locations to resolve user issues.
  • Participate in an on-call rotation for after-hours support.
  • Respond promptly to user inquiries.

9) Manage help requests through the Help Desk system.

  • Document user service requests and support actions.
  • Regularly check for new trouble reports.
  • Address new service requests within one business day.

Desired Attributes

Professional Development

  • Ability to collaborate effectively within a team and keep members informed on project progress.
  • Strategic and creative thinking with the ability to manage multiple priorities and adapt to changing circumstances.
  • Excellent customer service skills, both in-person and over the phone.
  • Curiosity and eagerness to learn about technology.
  • Persistence and commitment to completing tasks.
  • Ability to maintain composure and positivity in high-pressure situations.
  • Proactive approach to problem-solving without constant oversight.

Communication Skills

  • Strong written and verbal communication abilities.
  • Capability to convey complex concepts clearly to non-technical users.

Physical Requirements

This role is performed in a standard office environment, necessitating the ability to visit various locations. The physical demands include:

  1. Ability to stand, walk, stoop, kneel, crouch, frequently sit, and lift up to 50 lbs.
  2. Good hand-eye coordination and dexterity for operating office equipment and IT devices.
  3. Visual acuity for using computers and reading documents, along with clear verbal communication and hearing abilities.

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