IT Support Analyst

About the Opportunity:

The IT Support Analyst serves as the front-line customer contact for Health Care Information Systems. This remote role provides basic customer service and support for computer users and equipment in a high call volume Help Desk environment. The position operates a 10-hour shift, 7:00pm to 6:00am, Sunday through Wednesday, and is eligible for remote work within Iowa.

Duties include assisting users by phone with computer, phone, application, and network issues, creating work orders, following after-hours escalation procedures, and distributing mass communication alerts for outages.

Responsibilities:

• Install licensed software via SCCM automated advertisements and network or internet sources.
• Install drivers for basic peripherals.
• Route advanced or on-site support requests to appropriate staff.
• Perform basic troubleshooting and resolve problems at Help Desk level.
• Evaluate urgency and triage requests per procedures or judgment.
• Provide initial clinical application support for the Epic electronic medical record system.
• Create and update network or application accounts as requested.
• Assist users with computer issues via phone, Self Service portal, and email.
• Provide remote support using shadowing and service tools.
• Guide end users through application instructions and best practices for email and security.
• Train users on submitting IT service requests.
• Document requests, responses, and communications with strong attention to detail.
• Assist in preparing documentation for new and existing projects.
• Participate actively in team collaboration and knowledge sharing.
• Assist with asset management, special projects, and supervision of temporary employees.

Requirements:

• Bachelor’s degree in Computer Science, MIS, IT-related field, or equivalent education and experience.
• 6 months to 1 year experience in a high-volume Help Desk, Call Center, or Customer Service environment.
• Experience troubleshooting Windows 10/11 and Microsoft Office 365 Suite.
• Excellent verbal and written communication skills.
• Strong problem-solving ability and capacity to learn new software quickly.
• Ability to work independently with a strong customer service focus.

Desired Qualifications:

• Experience installing and troubleshooting local and network printers.
• Experience troubleshooting iOS and Android devices.
• Experience with applications running in a Citrix environment.
• Basic clinical application support knowledge.
• Working knowledge of LAN/WAN networking.
• Working knowledge of computer hardware and peripherals.
• Experience troubleshooting MacOS.

Benefits & Perks:

• 24 days paid vacation per year to start.
• Paid sick leave.
• Generous benefits package (details available via benefits webpage).

Compensation:

Salary range $42,392 to commensurate – Pay Grade 3A.

Key skills/competency:

• IT Support
• Help Desk
• Customer Service
• Troubleshooting
• Windows 10/11
• Microsoft Office 365
• Epic EMR
• Clinical Application Support
• Remote Support
• Networking Basics