IT Support Analyst

IT Support Analyst

Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.

Position Summary:

We are seeking a motivated and detail-oriented IT Specialist to join our IT team. This role is responsible for providing technical support, maintaining IT systems, and assisting with troubleshooting hardware and software issues. The ideal candidate is eager to learn, has strong problem-solving skills, and a basic understanding of computer systems and networks. Essential Job Responsibilities:

• Provide technical support to end users via phone, email, or in person
• Troubleshoot and resolve hardware, software, and network issues
• Install, configure, and maintain desktops, laptops, printers, and other IT equipment
• Support user account management (password resets, access permissions, etc.)
• Assist with system upgrades, patches, and routine maintenance
• Document technical issues and solutions in the help desk system
• Set up and configure new user workstations and equipment
• Maintain inventory of IT assets and ensure proper usage
• Follow IT policies, procedures, and security best practices

Additional Job Responsibilities:

• In Office support
• May require occasional lifting of equipment (up to 25 lbs)
• Some after-hours support may be required

Expected Education & Experience:

• Associate's or Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience)
• Basic knowledge of computer hardware, operating systems (Windows/macOS), and software applications
• Understanding of networking fundamentals (TCP/IP, DNS, DHCP)
• Strong troubleshooting and problem-solving skills
• Good communication and customer service skills
• Ability to work independently and as part of a team
• Technical troubleshooting
• Customer service and communication
• Time management and organization
• Attention to detail
• Adaptability and willingness to learn

Preferred Qualifications

• Internship or hands-on experience in IT support
• Familiarity with ticketing systems (e.g., ServiceNow, Jira, Zendesk)
• Basic knowledge of Active Directory and Office 365
• Industry certifications such as CompTIA A+, Network+, or similar

Expected Compensation

$37,000 - $63,000

The base salary range shown reflects the full range for this role from minimum to maximum. At athenahealth, base pay depends on multiple factors, including job-related experience, relevant knowledge and skills, how your qualifications compare to others in similar roles, and geographical market rates. Base pay is only one part of our competitive Total Rewards package - depending on role eligibility, we offer both short and long-term incentives by way of an annual discretionary bonus plan, variable compensation plan, and equity plans.