Remote IT Support Analyst I

The IT Support Analyst I plays a vital role within the Information Technology department by providing efficient technical support and exceptional customer service to ensure the smooth operation of IT services for end-users. This position is focused on addressing and resolving technical issues swiftly, with a strong emphasis on efficiency, customer satisfaction, and technical expertise.

This is a hybrid role based in Austin, TX.

Primary Duties

• End-User Support: Offer prompt and dedicated IT support for hardware, software, and mobile device issues. Tasks include troubleshooting operating systems like Windows and macOS.
• Technical Troubleshooting: Use technical skills to resolve issues efficiently, contributing to seamless IT operations. This includes prioritizing support requests to ensure timely resolution.
• Ticket Management: Organize and monitor support tickets, ensuring timely closure and resolution. Identify common issues and suggest improvements to enhance service delivery.
• Customer Service Excellence: Provide outstanding customer service by communicating effectively with end-users to ensure satisfaction and a positive user experience.
• Documentation and Process Improvement: Maintain detailed documentation of IT configurations and processes. Collaborate with IT teams to suggest and implement improvements to IT support functions and user experiences.

Minimum Qualifications

• Experience: At least 2 years of IT support experience.
• Educational Background: Bachelor’s degree in IT or equivalent experience preferred.
• Certifications: Google IT Support Certificate, ITIL Foundations, CompTIA A+, or related certifications are favorable.

Preferred Skills, Knowledge, and Abilities

• Technical Expertise (Windows, macOS, Hardware & Networking): Possesses advanced Technical Expertise: Basic knowledge of computer hardware components and networking concepts like TCP/IP, DNS, and DHCP.
• Support and troubleshooting skills for Google and Office suite needs.
• Customer Focus: Ability to deliver empathetic customer service and communicate technical information to non-technical users effectively.
• Problem Solving and Security Awareness: Proactively identify recurring issues and implement solutions.
• Adaptability and Continuous Learning: Willingness to adapt to new technologies and environments, committed to ongoing learning to stay current with industry trends.
• Experience with Mobile Device Management such as Jamf or Intune

Who We Are:

Aledade, a public benefit corporation, exists to empower the most transformational part of our health care landscape - independent primary care. We were founded in 2014, and since then, we've become the largest network of independent primary care in the country - helping practices, health centers and clinics deliver better care to their patients and thrive in value-based care. Additionally, by creating value-based contracts across a wide variety of health plans, we aim to flip the script on the traditional fee-for-service model. Our work strengthens continuity of care, aligns incentives and ensures primary care physicians are paid for what they do best - keeping patients healthy. If you want to help create a health care system that is good for patients, good for practices and good for society - and if you're eager to join a collaborative, inclusive and remote-first culture - you've come to the right place.

What Does This Mean for You?

At Aledade, you will be part of a creative culture that is driven by a passion for tackling complex issues with respect, open-mindedness and a desire to learn. You will collaborate with team members who bring a wide range of experiences, interests, backgrounds, beliefs and achievements to their work - and who are all united by a shared passion for public health and a commitment to the Aledade mission.

In addition to time off to support work-life balance and enjoyment, we offer the following comprehensive benefits package designed for the overall well-being of our team members:

Flexible work schedules and the ability to work remotely are available for many roles

Health, dental and vision insurance paid up to 80% for employees, dependents and domestic partners

Robust time-off plan (21 days of PTO in your first year)

Two paid volunteer days and 11 paid holidays

12 weeks paid parental leave for all new parents

Six weeks paid sabbatical after six years of service

Educational Assistant Program and Clinical Employee Reimbursement Program

401(k) with up to 4% match

Stock options

And much more!

At Aledade, we don’t just accept differences, we celebrate them! We strive to attract, develop and retain highly qualified individuals representing the diverse communities where we live and work. Aledade is committed to creating a diverse environment and is proud to be an equal opportunity employer. Employment policies and decisions at Aledade are based on merit, qualifications, performance and business needs. All qualified candidates will receive consideration for employment without regard to age, race, color, national origin, gender (including pregnancy, childbirth or medical conditions related to pregnancy or childbirth), gender identity or expression, religion, physical or mental disability, medical condition, legally protected genetic information, marital status, veteran status, or sexual orientation.

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