IT Support Analyst

AgeSpan has, since 1974, supported individuals in making their own decisions and maintaining independence in the community. We foster a collaborative culture that encourages creativity and diversity, offering competitive salaries, generous vacation time, and a healthy work‑life balance. Benefits Flexible schedule and hybrid work opportunities Competitive salaries Healthcare (medical, dental) 403(b) Retirement Plan with agency match 20 Vacation Days, 12 Sick Days, and 12 Paid Holidays Social Work Licensing Program License renewal paid by the agency for RNs and Social Workers And more! Job Summary AgeSpan is seeking a self‑motivated, customer‑service oriented Support Analyst to join our Information Technology team. The role involves troubleshooting and supporting a wide range of IT systems and equipment for over 500 users across two locations. The candidate should be comfortable with both onsite and remote support, have basic knowledge of computer systems, and be able to learn quickly in a fast‑paced environment. Responsibilities Provide Tier 1 support to 500+ users via phone, email, and chat. Troubleshoot systems including phone, Microsoft applications, accounting software, file management, and security applications. Diagnose and resolve hardware issues with laptops, tablets, smartphones, printers, and audio/video equipment. Install, configure, and repair computer hardware and software. Escalate unresolved issues to higher‑level support personnel. Document events, problems, and resolutions in the ticketing system. Maintain accurate time entries and keep tickets updated for smooth handoffs. Collect and pass feedback from staff to the Help Desk manager and IT team. Suggest process improvements and follow up to ensure issues are resolved. Maintain technical documentation and a service catalog for software installation and hardware configuration. Skills and Qualifications Technical proficiency with phone systems, Microsoft Office, PCs, and ticketing systems. Understanding of computer systems, mobile devices, and related technology. Hands‑on experience diagnosing and resolving basic technical issues. Proficiency in English. Excellent communication and interpersonal skills. Customer‑oriented, patient, and calm under pressure. Ability to juggle multiple tasks efficiently. Qualifications • Minimum of 1+ year of experience in a similar role. • Bachelor’s or Associate’s degree in a related IT field preferred, or certifications such as CompTIA Network+, A+, MCP, MCTIP, or Microsoft certifications. • Basic knowledge of computer systems and mobile devices. Pay range: $30.00 – $32.00 per hour. Hours: 37.5 per week. Our Commitment to Diversity and Inclusion AgeSpan is strongly committed to fostering a professional environment that recognizes, respects, and encourages the unique contributions of a broad spectrum of qualified employees. We maintain a work atmosphere that allows people of varied backgrounds to grow professionally and contribute to our mission by promoting diversity, equity, inclusion, and work‑life balance. #J-18808-Ljbffr