Technical Support Specialist

5 days ago

Denver, Colorado, United States Alpine Physician Partners Full time
Job Title: Technical Support Analyst

Are you looking to work for a company that prioritizes employee satisfaction and has been recognized for its commitment to excellence? We're seeking a skilled Technical Support Analyst to join our team at Alpine Physician Partners.

Job Summary:

The Technical Support Analyst will be responsible for providing top-notch end-user support, managing user accounts, deploying and maintaining workstations and software, and creating/maintaining documentation. This role will analyze and resolve end-user hardware and software issues in a timely and accurate manner, and provide end-user training as needed.

Key Responsibilities:
  • Perform initial technical support ticket triage, classify and route tickets appropriately, and resolve tickets in a timely manner to meet SLA requirements.
  • Deploy and maintain end-user workstations, software, peripherals, and other related IT equipment, both on-site and remotely. Analyze and resolve end-user support requests in a timely and accurate manner.
  • Onboard/offboard user accounts in multiple Microsoft 365 Entra tenants, on-premise Active Directory, Exchange Online, and Teams Phone System.
  • Configure and deploy new computers to users, assist users with initial login process, ensure necessary software and web application access is configured and accessible.
  • Analyze and resolve end-user hardware, operating system, and software issues in a timely manner.
  • Troubleshoot hardware and printer connectivity issues and install or update software and drivers.
  • Participate in on-call rotation for after-hours support coverage.
  • Maintain confidentiality and ensure compliance with HIPAA regulations.
  • Local and out-of-state travel periodically required.
Requirements:
  • 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

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