Technical Support Field Analyst

Job Description Job Description Position : Technical Support Field Analyst Salary : $62K-$75K Position Type : Full Time, On-Site Overview The Technical Support Field Analyst serves as the primary Tier 2 technology resource for Altocare and its affiliated entities. This is a field-based remote role headquartered in the Chicago, IL area, reporting to the Technical Support Manager in Towson, MD. The Analyst handles Tier 1 and Tier 2 support requests, escalates unresolved issues to Tier 3 technicians, and ensures end users across all supported entities can accomplish their business and care delivery objectives with minimal disruption. On-site presence is required as needed at MedTec Healthcare's Chicago corporate office, Adult Day Services (ADS) Centers, and the Senior Helpers corporate store for hands-on troubleshooting, new user setup, hardware refresh, and tasks that cannot be resolved remotely, with travel mainly in the Chicagoland area and occasional travel to other states. Remote support is also required for staff and offices outside the Chicagoland area. The Analyst takes direction from the Technical Support Manager while using sound judgment to manage day-to-day priorities independently across multiple sites. Success in this role depends on independent judgment, clear and timely communication, adherence to documented procedures, and reliable follow-through on every request until it is resolved. Key Responsibilities Support and Troubleshooting * Serve as the primary on-site technician for the Chicagoland area when remote resolution is not possible. * Deploy to various sites for hardware refresh, new user setup, hands-on troubleshooting and repair of desktops, laptops, printers, peripherals, network equipment, and cabling inspections. * Provide fully remote support for all other office locations across the country. * Diagnose and resolve Tier 1 and Tier 2 issues related to workstations, operating systems, Microsoft 365, network connectivity, and printers/copiers; escalate unresolved issues to Tier 3 technicians as needed. * Use available documentation and knowledge resources as a first step, and collaborate with colleagues and the manager as needed; when escalating or asking for help, share the troubleshooting steps already taken so others can assist efficiently. * Ensure workstations, software applications, and operating systems are current with patches and updates. * Support remote access tools, VPN configurations, and endpoint security solutions for field and remote staff. * Troubleshoot and support home care software platforms (e.g., AlayaCare, WellSky, FranConnect) used by corporate and field staff. * Provide video conferencing and webinar setup and support (Teams, Zoom, or equivalent) across all supported sites. Ticket Management and Accountability * Manage helpdesk tickets from intake through resolution; maintain accurate ticket notes and communicate proactively with end users on status and expected resolution timelines. * Keep the Technical Support Manager informed of unresolved issues, site conditions, and user or equipment concerns. Procedures, Accounts, and Documentation * Follow documented procedures such as the new hire checklist; confirm with the manager before deviating from a procedure and document any approved change. * Create and update user accounts in Azure and Microsoft 365 per the new hire checklist. * Use the approved password management system to store and retrieve shared credentials. * Maintain up-to-date documentation of site configurations, asset inventories, standard operating procedures, and best practices. * Review technology inventory and provide procurement and disposal recommendations. Training and Other Duties * Conduct technology orientation and onboarding for new staff; provide ongoing end-user training on software applications, hardware use, and security best practices. * Retain and apply training and direction already provided, and incorporate manager feedback going forward. * Other duties as assigned. Qualifications Formal Education & Certification * College diploma or university degree in the field of Information Systems, Computer Science, or a related field; and/or 3+ years of equivalent hands-on IT support experience. * Certifications in Microsoft, A+, Network+ a plus. Knowledge & Experience * 3+ years of experience in a desktop or field IT support role, with demonstrated Tier 1 and Tier 2 troubleshooting capability. * Working technical knowledge of network, PC, and platform operating systems, including Microsoft Windows 10/11, MS Office 365, etc. * Experience administering user accounts in Azure/Entra ID and Microsoft 365, including onboarding and offboarding. * Experience with helpdesk/ticketing platforms (e.g., SysAid, ConnectWise, etc.), including completing required ticket fields and documenting resolutions. * Experience supporting multi-site environments with both on-site and remote end users. * Working knowledge of networking and Wi-Fi troubleshooting. * Telephony configurations and support. * Familiarity with endpoint management tools (Microsoft Intune a plus). * Hands-on software troubleshooting experience (Office 365 management a plus). * Experience documenting and maintaining configuration and process information. * Good understanding of the organization's goals and objectives. * Knowledge of applicable data privacy practices and laws. Personal Attributes * Strong customer service orientation with a professional, patient approach to end-user support. * Highly self-motivated and able to manage a field schedule across multiple sites independently with minimal supervision. * Reliable and accountable; comfortable working autonomously for a remote manager and following through without reminders. * Proven analytical and problem-solving abilities; adept at resolving issues with minimal escalation and knows when to ask for help. * Ability to effectively prioritize and execute tasks in a dynamic, multi-site environment. * Strong interpersonal and oral communication skills, including proactive status updates. * Adept at reading, writing, and interpreting technical documentation and procedure manuals. * Ability to present ideas and solutions in user-friendly language. * Keen attention to detail in both technical work and ticket documentation. * Receptive to feedback and consistently applies it. * Skilled at working within a team-oriented, collaborative environment across remote colleagues and departments. Working Conditions * Field-based position headquartered in the Chicago, IL area (Park Ridge office). * Must be willing to travel to other locations in Chicagoland as needed. * Valid driver's license and reliable personal transportation required. * Regular travel within the Chicagoland area required; occasional travel to other states as needed. * Sitting for extended periods of time. * Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components. * Occasional inspection of cables in floors and ceilings. * Lifting and transporting of moderately heavy objects, such as computers and peripherals. What We Offer * Competitive pay * Medical, Dental, Vision insurance with a generous percentage paid by the company * Flexible Spending Accounts for Health and Dependent care * Company paid Life Insurance, AD&D, and Short-Term Disability * Employee Assistance Plan * Voluntary long-term disability * 401k with excellent matching * PTO, Personal Days, Pd. Birthday, Pd. Holidays * Monthly reimbursement for gym membership * Education tuition reimbursement About Altocare Altocare operates through its trusted brands—Senior Helpers and MedTec Healthcare — delivering a full spectrum of in-home care services designed to meet diverse needs. Senior Helpers specializes in professional caregiver support, offering personal care and specialized programs for individuals with chronic conditions. MedTec Healthcare provides in-home care, ensuring comprehensive health management from the comfort of the home. In addition, MedTec's Adult Day Services offer a welcoming, home-like environment where individuals can engage socially and receive support in a safe, nurturing setting. Together, these brands embody Altocare's unwavering commitment to exceptional in-home care — helping clients live safely and comfortably while giving families confidence and peace of mind. We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability