IT Support Analyst (hybrid MN)

The IT Support Analyst provides technical assistance and support related to computers, software, and mobile devices used within New Perspective (NP) communities, remote offices, and the corporate office. The IT Support analyst provides support to all NP team members, with a variety of daily issues that require investigation and resolution. They respond to queries, run diagnostic programs, isolate problems and determine and implement solutions, and perform other technical support tasks as needed. The job will require some travel between offices; the frequency of such travel depends on specific company initiatives and support needs.

SUMMARY OF RESPONSIBILITIES

• Provide phone, email, and remote desktop technical support to team members to resolve hardware and software issues
• Support and troubleshoot workstations, servers, applications and network-related issues
• Perform systems administration for Office 365 and Microsoft Teams
• Set up and provision new equipment (laptops, desktops, cell phones) and software access, as specified by team member role standards. Participate in inventory management
• Escalate customer issues through the proper channels
• Manage cases according to defined severity and case priorities
• Update cases and communicate with clients daily or as required until issue is closed
• Clearly document support issues and steps performed in NP ticketing system
• Develop competency in supporting community-specific technology. For example, diagnosing issues with nurse call software systems to troubleshoot and escalate as needed to the IT Sr Director and NP technology partners
• Establish and document processes and procedures

REQUIRED QUALIFICATIONS/EXPERIENCE

• 2 years of experience working on a technical IT helpdesk
• 2 years of experience in software and hardware, troubleshooting laptops, desktops, servers and network equipment
• Experience with Windows platform and Office 365, including the Microsoft suite of applications
• Experience with enterprise mobile devices, Apple and Android
• Experience with firewalls, such as Cisco Meraki, SonicWall, SD-WAN cloud-based firewall
• Experience with remote desktop solutions, such as ConnectWise, Team Viewer, etc.
• Networked printer experience
• Associate degree or bachelor’s degree with a focus in technology/computer area is a plus
• Comfortable delivering support services in both a corporate office environment and on-site in Senior living communities.
• Strong communication and interpersonal skills
• Enjoy solving issues for team members
• Ability to prioritize and effectively manage multiple support services tasks
• Ability to communicate effectively in English, both verbally and in writing
• Ability and willingness to work extended hours or a modified schedule to support planned activities or emergency situations
• Ability to fulfill on-call responsibilities as assigned on a regular rotation schedule

PREFERRED QUALIFICATIONS/EXPERIENCE

• Network administration skills and experience
• Experience with Azure/Active Directory
• Experience with outside vendor engagement
• Experience with HIPAA compliance

Salary

• $55,000-$62,000

Benefits

• Medical Insurance
• Telemedicine
• Dental Insurance
• Vision Insurance
• Flexible Spending Accounts
• Health Reimbursement Account/Health Savings Account
• Free Basic Life Insurance
• Voluntary Short-Term Disability
• Free Long-Term Disability
• Voluntary Accidental Death & Dismemberment, Accident, Critical Illness Coverage
• PerkSpot Employee Discount Program
• Employee Assistance Program
• Retirement Savings Plan
• Paid Time Off and Holidays

*Eligibility depends on full-time, part-time, or PRN status.

Team Member Perks

• Real-time access to earned wages
• Flexible scheduling
• Employee and resident referral bonuses
• Advancement opportunities
• Education assistance - eligible after 30 days of employment!

New Perspective is an Equal Opportunity Employer.

INDLP