IT Support Analyst

Silver Spring, MD, United States

Do you thrive in a fast-paced and innovative environment?

At PE GI Solutions, we foster an environment of contribution, creativity and risk-taking. We strive to unleash the potential in everyone and cultivate a highly engaged, motivated, and committed organization!

This is a chance for YOU to become a part of a growing company, focused on patient care, preventing colon cancer and raising awareness! Our unique culture of innovation creates an environment where you will continually grow and be challenged to develop your career. We are passionate believers in patient care, which is why our mission is “Improving the landscape of healthcare one surgery center at a time”.

What makes us awesome:

Perks and Benefits

Paid Time Off including: Vacation, Sick Time, Holidays, Birthday, Bereavement, Jury, and Voting

High quality, Cost effective Medical, Dental, Vison, and Prescription coverages. Including multiple plan options and flexible spending accounts.

Life Insurance, AD&D, LTD and Supplemental Insurances

A 401K Retirement Plan with a generous company match

Tuition Reimbursement

Annual Discretionary Bonus Program

Employee Referral Program

Pet Insurance

We are searching for a dynamic IT Support Analyst to join our Team!

What you do:

The IT Support Analyst will provide advanced technical support to end users, with a focus on in-depth technical triage of incidents, related to a wide variety of technical or usability hardware and software issues. This may entail delegation to and coaching of a desktop support technician, or self-responsibility for responding to, documenting and resolving incidents and requests in a timely manner according to an SLA. The IT Support Analyst must have excellent root cause analysis and complex technical problem-solving skills in order to diagnose, evaluate and resolve problem situations, or when appropriate, escalate or route them to appropriate engineering staff.

The IT Support Analyst will also play a leadership role in managing the continuous root cause analysis of incident and request “patterns”, developing solutions and checklists for typical problems and recommend procedures and controls for problem prevention. This position will support and maintain administration of multiple platforms including desktops, laptops, servers, mobile devices and videoconferencing equipment. This position will also work heavily with the IT Service & Support Manager to support and assist where needed in overseeing the IT Desktop Support Technicians.

What you will be working on: Support technicians as they maintain in-house and remote computer systems, desktops, laptops, and peripherals. This includes installing, diagnosing, repairing, maintaining, and upgrading all hardware and software equipment while ensuring optimal workstation performance

Receive and respond to incoming calls, walk-ins, and or emails regarding PC and/or hardware problems as an escalated tier

Evaluate, prioritize, and respond to service requests with troubleshooting steps and/or resolution

Display proficiency and independence in identifying, diagnosing, and troubleshooting major incidents and display effectiveness in working incidents or escalating accordingly to a Tier 3 resource tied to the SLA

Perform analysis of service request data and implement solutions to identified patterns by self-service implementation or user education

Provide advanced troubleshooting assistance and guidance to support personnel

Display and exude strong customer service skills that are client oriented

Provide interdepartmental training and guidance for new helpdesk personnel

Work closely with system and network engineers to maintain user policies and administrative procedures

Assists and executes Tier 0-2 functional responsibilities

Display proficiency in Tier 2 functions seeking to obtain a level of knowledge that positions you for an administrative/operational/engineering career path

Document issue resolution using PE’s IT Service Management platform and maintain when needed

Develop SOP documentation and create process improvements that streamline and scale

Responsible for updating and maintaining technical resource documentation for Desktop Support Technicians

Actively work on all overdue service requests when not engaged and work with IT Service & Support Manager to delegate tickets as needed and process escalations

Execute other assigned tasks as delegated by management

What will make you awesome: Ability to clearly communicate technical concepts to non-technical people

Ability to recognize, analyze, and effectively assist technicians to solve problems in a timely and organized manner using industry best practices and procedures

Ability to manage the workload efficiently, multitasking as needed and completing multiple functions concurrently while ensure customer service as the top priority

Ability to effectively analyze service/incident requests to identify patterns to implement solutions

Ability to maintain effective working relationships with management, other employees, service providers, suppliers, and vendors

Ability to multi-task in a fast-paced environment

Ability to perform a high number of tasks simultaneously

Ability to effectively document work

Ability to identify potential opportunities using ticket data and display strong critical thinking in opportunity improvements

Ability to analyze service request/incident data and be able to determine gaps in technology, processes, training, and education

Ability to identify potential improvements in ticket flow or other aspects of the IT support function that can improve either first call resolution or resolution cycle time and proactively offer observations/recommendations

What you know:

To be successful in this role you will have the following experience or knowledge: 3+ years of experience working in a structured support department

Experience in problem triage, analysis, and solution development for systemic hardware and software related problems

Setup, configuration, troubleshooting of desktop/laptop hardware and software

Windows OS desktops, laptops, IOS, Android in a networked environment including MDM

Microsoft Office Suite 365

Strong working knowledge of Print Management, Group Policy, Active Directory, Office 365, seeking our help in learning from experts beyond just “solving the next ticket”

Microsoft 365 Admin (Exchange, Teams, SharePoint)

Some knowledge of TCP/IP networking and related network services (i.e. DNS, SMTP, DHCP, WINS, etc.)

Experience working in a structured process driven environment

Experience supporting remote users in multiple different remove access environments

Previous work in a healthcare environment preferred

A+ certification or Microsoft Certification preferred

ITIL Foundation preferred

Diversity and Inclusion

We value diversity! PE GI Solutions provides equal employment opportunities to all employees and applicants without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

We carry this policy through all stages of the employment process including recruiting, hiring, placement, promotion, termination, layoff, recall, leaves of absence, compensation, and training.