IntePros
IntePros is seeking a Support Analyst to join our team and provide exceptional Tier 1 technical support for our award-winning healthcare client. This individual will serve as the first point of contact for IT-related issues, delivering high-quality customer service and technical assistance to end users across hardware, software, and operating systems.
Working under direct supervision, the Support Analyst will help ensure smooth IT operations, timely resolution of technical issues, and effective escalation of complex problems when needed.
Responsibilities:
Serve as the first line of support for all incoming IT service requests, incidents, and inquiries. Diagnose and resolve Tier 1 issues related to hardware, software, peripherals, and operating systems via phone, remote tools, or in-person support. Accurately document all service requests and incidents using call-tracking systems and ensure issues are tracked through to resolution. Escalate Tier 2 issues to the appropriate teams when necessary. Maintain a strong customer service focus by responding promptly and professionally to all end-user requests. Manage Level 1 support queues, ensuring proper categorization and assignment of issues. Provide recommendations to improve service quality, reduce recurring incidents, and enhance efficiency. Continue to build technical knowledge of applications, hardware, mobile devices, and multiple operating systems. Support departmental initiatives and team goals through collaboration and proactive problem-solving Qualifications: Education:
Required:
High school diploma or equivalent. Preferred:
Some college coursework or a technical school diploma. Certifications (Preferred): CompTIA A+ CompTIA Network+ CompTIA Security+ Experience and Skills: Minimum of 1 year of experience providing end-user device (EUD) support, service desk assistance, or equivalent technical support experience. Previous experience in a healthcare or medical environment is highly desirable. Strong customer service orientation with excellent written and verbal communication skills. Ability to diagnose, analyze, and resolve issues effectively in person, over the phone, or remotely. Proficient in troubleshooting hardware, networking, and telecommunications equipment. Working knowledge of Microsoft software environments, including security, deployment, imaging, and compliance. Familiarity with TCP/IP networking fundamentals. Highly organized with the ability to follow established processes and recommend improvements. A collaborative team player who can also perform effectively with minimal supervision. Knowledge of medical terminology or experience supporting clinical users is a plus. #LI-MB1
Responsibilities:
Serve as the first line of support for all incoming IT service requests, incidents, and inquiries. Diagnose and resolve Tier 1 issues related to hardware, software, peripherals, and operating systems via phone, remote tools, or in-person support. Accurately document all service requests and incidents using call-tracking systems and ensure issues are tracked through to resolution. Escalate Tier 2 issues to the appropriate teams when necessary. Maintain a strong customer service focus by responding promptly and professionally to all end-user requests. Manage Level 1 support queues, ensuring proper categorization and assignment of issues. Provide recommendations to improve service quality, reduce recurring incidents, and enhance efficiency. Continue to build technical knowledge of applications, hardware, mobile devices, and multiple operating systems. Support departmental initiatives and team goals through collaboration and proactive problem-solving Qualifications: Education:
Required:
High school diploma or equivalent. Preferred:
Some college coursework or a technical school diploma. Certifications (Preferred): CompTIA A+ CompTIA Network+ CompTIA Security+ Experience and Skills: Minimum of 1 year of experience providing end-user device (EUD) support, service desk assistance, or equivalent technical support experience. Previous experience in a healthcare or medical environment is highly desirable. Strong customer service orientation with excellent written and verbal communication skills. Ability to diagnose, analyze, and resolve issues effectively in person, over the phone, or remotely. Proficient in troubleshooting hardware, networking, and telecommunications equipment. Working knowledge of Microsoft software environments, including security, deployment, imaging, and compliance. Familiarity with TCP/IP networking fundamentals. Highly organized with the ability to follow established processes and recommend improvements. A collaborative team player who can also perform effectively with minimal supervision. Knowledge of medical terminology or experience supporting clinical users is a plus. #LI-MB1