Description

Job Purpose:
The Tech Support Analyst I is responsible for providing excellent customer service support to our centers and remote users, providing system guidance and troubleshooting resolution for all Network staff members.

Goals and Objectives:
• Under general supervision, manage and promptly resolve all helpdesk tickets and requests for support
• Provide a high level of customer service and build effective professional relationships with AllHealth Network staff

Duties and Responsibilities:
• At this level, the work is moderately complex in nature.
• Guide and assist all users with desktop and laptop technical issues daily
• Oversee AllHealth Network applications and escalate major issues/red flags to management
• Oversee network and escalate major issues/red flags to management
• Manage and provide support all printers throughout the organization
• Provide support to the level three team when required
• Assist with all staff office moves
• Identify, reduce or remove all old out dated IT equipment
• Clean up and maintain all IT closets, data center(s) and equipment rooms that IT utilizes for storage
• Deploy & manage all agency cell phones
• Install and perform minor repairs to hardware, software, and peripheral equipment, following design or installation specifications
• Responsible for setting up equipment for employee use, performing or ensuring proper installation of cables, operating systems, and appropriate software
• Maintain record of daily data communication transactions, problems and remedial action taken, and installation activities
• Read technical manuals, confer with users, and conduct computer diagnostics to investigate and resolve problems and to provide technical assistance and support
• Collect data by identifying sources of information; designing survey and collection methods
• Organize information by studying, analyzing, interpreting, and classifying data
• Prepare reports by collecting, analyzing and summarizing information
• Prepare reference material for users by writing operating instructions
• Maintain historical records by documenting system changes and revisions
• Maintain client confidence and protect operations by keeping information confidential
• Contribute to team effort by accomplishing related results as needed
• Ability to work rotating schedule with shift flexibility based on need
• Follow all AllHealth Network policies and procedures
• Complete all required trainings as listed in Relias Learning (both online training and face-to-face training) within required timelines
• Perform other duties as required within the scope of the position and the experience, education and ability of the employee.

Key Technical Skills and Knowledge:
• Associates degree (AA) or equivalent from a two year college or technical school preferred.
• Minimum of 3-5 years of experience in most of the following areas:
Knowledge of Microsoft Office suite; Virtual Server implementation, management and best practices; General environment hardware management, PC repair and modifications; Experience troubleshooting and resolving hardware and software issues; Troubleshoot wired/wireless network and Internet connectivity issues; Diagnose and correct problems with printers or multi-functional devices; Provide technical training and/or assistance to end users; Third-party infrastructure solutions including back-up, document management, collaboration, security, antivirus/anti-malware systems, cloud services, etc.; physical and network security; User desktop support; Disaster recovery.
• Ability to work somewhat independently, demonstrate initiative and manage own workload effectively under general supervision
• Capacity to work under pressure in an ever-changing, fast-paced team environment
• Good analytical troubleshooting and debugging skills, and proven ability to discern critical from minor problems
• Capacity to prioritize, manage and handle multiple tasks simultaneously
• Proficient in building effective working relationships at all levels of the organization
• Demonstrated aptitude and initiative to continually learn