Technical Support Analyst II

2 weeks ago

Philadelphia Pennsylvania, United States InnovAge Full time

Key Responsibilities:


The Technical Support Analyst II provides initial technical assistance to users and performs data entry for various systems and reports.

This role is essential for ensuring effective computer functionality, enabling users to complete their business tasks efficiently.


This position involves providing on-site assistance across multiple facilities that are in close proximity.


Collaborates with users to ascertain and deliver necessary PC service levels within specified timelines, while ensuring precision and data integrity.

Handles user support requests submitted via email and phone in a professional and supportive manner.


Collects system and departmental documentation for all relevant user identification details, including name, department, contact information, and the nature of the issue.


Records, monitors, and documents help desk inquiries and the resolution process from the initial response to final resolution, detailing decisions and actions taken, whether successful or not.

Installs, configures, tests, maintains, monitors, and troubleshoots user workstation software and networking applications.


Utilizes online resources to access software updates, drivers, knowledge bases, and other tools to assist in resolving issues.

Installs and maintains security software to protect against viruses and spyware.

Offers training and support to users and staff regarding computer operations and related issues.


Conducts user setup procedures for new hires and existing employees requiring additional applications, adhering to security protocols for access and installation.


Performs on-site analysis, diagnosis, and resolution of PC issues for various users, recommending and implementing corrective measures.


Executes hands-on repairs at the desktop level, including software installations and upgrades, hardware adjustments, file backups, and system configurations.

Conducts preventative maintenance, which includes inspecting and cleaning workstations, printers, and peripherals.


Provides support for telecommunication systems and docking stations, ensuring all tasks and requests are documented appropriately.

Ensures network connectivity for all computers through knowledge of TCP/IP networking principles.

Manages and maintains user accounts, permissions, and access rights, utilizing familiarity with Windows domain technologies and group policies.

Works with users to identify and deliver Service Level Agreements.

Travels to multiple locations as required on a scheduled basis to address hands-on technical challenges.

Travel Requirements:
On-site visits are required at least twice a week, with one day available for remote work if tasks are completed.

Occasional overnight travel out of state may be necessary for projects - 10% or less.

Qualifications:


Associate's degree or equivalent experience in computer science, computer engineering, or a related field.


3+ years of experience in desktop support, help desk administration, and desktop deployment, with proficiency in applications such as Microsoft Office Suite, Windows 10/11, MS Office, Intune OS deployments, Citrix, and VPN.

Experience in conveying technical information to non-technical users, along with a proven ability to manage interactions with frustrated or upset users effectively.


Experience with server architecture, SNMP and network monitoring, networking protocols (LAN and WAN TCP and UDP), operational tools and applications, Microsoft components, Citrix software, terminal servers, multi-tiered application support (L1-L2), file and print servers, web servers, SQL servers, directory services (AD, LDAP), and data backup and recovery processes.


Benefits:


InnovAge is dedicated to empowering seniors to live independently, allowing them to age in their own homes and communities safely.

InnovAge offers an alternative to nursing homes through its Program of All-Inclusive Care for the Elderly (PACE), which provides enrolled seniors with tailored healthcare and social support at PACE Adult Day Health Centers.

These centers are staffed by medical professionals committed to creating personalized care plans for each participant.

At InnovAge, our team members are our greatest asset and significantly impact the lives of our participants every day.

When you join InnovAge, you'll work alongside talented, respectful, and passionate colleagues within a patient-centered care model.

InnovAge is committed to equal opportunity and affirmative action, striving to create a diverse and inclusive workplace.

We consider all qualified candidates for employment without discrimination based on race, color, religion, sex, sexual orientation, gender identity/expression, national origin, disability, protected veteran status, pregnancy, or any other protected status.

Salaries are determined by various factors such as qualifications, experience, and location, and do not include potential bonuses or benefits.

Our extensive benefits package includes medical/dental/vision insurance, short and long-term disability, life insurance and AD&D, supplemental life insurance, flexible spending accounts, 401(k) savings, paid time off, and company-paid holidays.

Applicants are considered until the position is filled.

Posted Salary Range:
USD $31.25 /Hr.

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