Technical Support Analyst I

Provide hands-on technical support for end-users at Polara Health, supporting hardware, software, and network systems across facilities in Yavapai County, AZ.

Responsibilities

• Support end-users through phone, email, or in-person assistance
• Troubleshoot and diagnose hardware, software, and network issues
• Install and configure software applications and hardware devices
• Maintain and update software and hardware systems
• Perform system upgrades and apply patches
• Document technical issues and resolutions for future reference
• Deliver user training and education to help end-users use technology effectively
• Collaborate with other IT team members to resolve complex technical problems
• Stay current on latest technology trends and developments
• Complete site visits on a regular basis across Yavapai County
• Perform other duties as assigned

Requirements

• Age requirement: 21+ OR 18+ with licensure/certification under A.R.S. Title 32 within the scope of practice OR 18+ for select administrative positions
• Ability to provide or obtain an AZDPS Level One Fingerprint Clearance Card
• Valid driver license and ability to drive to sites throughout Yavapai County as needed
• High School Diploma or GED required; Associate’s degree preferred
• Strong knowledge of computer hardware, software, and network systems
• Excellent problem-solving and analytical skills
• Adept with the Six-Step Troubleshooting methodology
• Strong communication and customer service skills
• Ability to work effectively in a team environment
• Familiarity with Windows and Mac operating systems
• Knowledge of Microsoft Office Suite and other common software applications
• Ability to prioritize and manage multiple tasks simultaneously
• Experience using remote access tools and software
• CompTIA A+ / Network+ or similar certification
• Must be able to work on-site to support facilities within Yavapai County, AZ
• Willingness to participate in on-call rotation as needed

Education

• High School Diploma or GED required
• Associate’s degree preferred

Technologies

• Windows
• Mac
• Microsoft Office Suite
• Six-Step Troubleshooting methodology
• Remote access tools and software
• CompTIA A+
• CompTIA Network+
• EHR systems
• Microsoft
• Cisco
• CompTIA Security+

Technical Support Analyst II Minimum Qualifications (in addition to Tech I)

• Bachelor’s in IT/IS or related field OR 1-2 years relevant IT analyst work
• Experience with databases, EHR systems, scripting, and troubleshooting across multiple platforms

Technical Support Analyst III Minimum Qualifications (in addition to Tech I & Tech II)

• Bachelor’s in IT/IS or related field OR 2-5 years relevant IT analyst work
• Advanced IT certifications such as CompTIA Security+, Microsoft, Cisco, etc.
• Experience with project leadership, system integrations, data analytics, and security oversight

Core Competencies

• People - Passionate about people and embraces diversity
• Integrity - Does the right thing even when no one is looking
• Learning - Uses critical thinking, curiosity, and creativity
• Accountability - Builds a personal responsibility culture
• Relationships - Demonstrates love, empathy, and compassion with colleagues and consumers

Physical Demands & Work Setting

• Office environment; travel within the community as needed
• Heavy exposure/use of computers, cell phones, office phones, and related equipment
• Ability to sit for prolonged periods during work hours
• Occasionally able to lift and/or move 5+ pounds
• Ability to respond appropriately and effectively in crisis situations by using good judgment and following Polara Health protocols