IT Analyst

IT Analyst

The IT Analyst provides technical support and operational assistance for the Family Health Center's information technology systems and end users. This position is responsible for maintaining hardware, software, telecommunications, and business applications while ensuring reliable and secure technology services across the organization. The IT Analyst manages day-to-day Help Desk operations, resolves technical issues, assists with system administration, and collaborates with departments to implement technology solutions that support organizational goals. This position also serves as a liaison between staff, the Information Technology Department, and external technology partners to deliver responsive, customer-focused support. This is an on-site position.

Essential Functions

• Supports and adheres to the Organization's Mission, Vision, and Values.
• Provides first- and second-level technical support for hardware, software, peripherals, and business applications.
• Coordinates daily Help Desk operations, including tracking, prioritizing, and resolving support requests in a timely manner.
• Installs, configures, maintains, and troubleshoots desktop computers, laptops, printers, mobile devices, and other end-user equipment.
• Administers user accounts, permissions, and device configurations across supported systems.
• Assists with the setup, maintenance, and troubleshooting of the organization's phone system.
• Provides backup support for Microsoft 365 administration, SharePoint administration, and network infrastructure.
• Assists with the creation and maintenance of internal electronic documents, forms, and workflows.
• Collaborates with departments to identify technology needs and implement solutions that improve operational efficiency.
• Coordinates with third-party vendors and technology partners to resolve technical issues and support system implementations.
• Provides end-user training and technical guidance on hardware, software, and organizational technology systems.
• Assists with system upgrades, software deployments, and technology projects.
• Maintains accurate documentation of support requests, system configurations, procedures, and technical solutions.
• Follows established IT security standards, policies, procedures, and best practices to protect organizational data and systems.
• Maintains current knowledge of emerging technologies and recommends improvements when appropriate.
• Performs other duties as assigned.

Work-Related Experience

• Minimum of three (3) years of experience providing technical support, systems administration, or information technology services preferred.
• Experience supporting Microsoft 365, Windows operating systems, and enterprise business applications preferred.
• Experience with Help Desk ticketing systems, desktop support, and user account administration preferred.
• Experience supporting network infrastructure, telecommunications, or SharePoint environments preferred.
• Experience in a healthcare environment preferred.

Physical Demands and Work Environment

Mental: Strong analytical and problem-solving skills. Excellent organizational skills with the ability to prioritize multiple requests. Ability to troubleshoot complex technical issues while providing exceptional customer service. Demonstrates sound judgment, professionalism, and attention to detail.

Physical: Able to perform essential job functions effectively. Frequent sitting, standing, walking, bending, and lifting while installing or repairing equipment. Ability to lift and carry equipment weighing up to 40 pounds. Ability to safely handle, install, and troubleshoot computer hardware, peripheral devices, and other technology equipment.

Working Conditions: Clean, well-lit ventilated office environment. Frequent movement throughout organizational facilities to provide onsite technical support.

Education, Certification, and Licensure

Education: Associate degree in Computer Science, Information Technology, or a related field with an equivalent combination of relevant work experience required. Bachelor's degree preferred.

Certification: Microsoft, Cisco, CompTIA, or other relevant technical certifications preferred.

Licensure: Valid Driver's License

Skills

• Strong troubleshooting and technical support skills.
• Knowledge of Microsoft 365, Windows operating systems, SharePoint, and Active Directory.
• Knowledge of networking concepts, telecommunications, and hardware support.
• Excellent customer service and interpersonal skills.
• Strong verbal and written communication skills.
• Ability to manage multiple priorities and work independently and collaboratively.
• Strong organizational, analytical, and problem-solving abilities.