Technical Support Analyst II

Support the day-to-day reliability of desktop systems and end-user computing across Southwest Care Center in Santa Fe and Albuquerque.

Responsibilities

• Conduct onsite analysis, diagnosis, and resolution of complex workstation issues for end users.
• Recommend and implement corrective solutions, including offsite repair support for remote users as needed.
• Deliver desktop service levels through installation, configuration, testing, maintenance, monitoring, and troubleshooting of end-user workstations and related hardware and software.
• Evaluate and implement performance upgrades, including installation of CPUs, I/O, NIC cards, hard drives, RAM, and other components.
• Coordinate with the IT Team to keep the company desktop computing environment running efficiently.
• Administer and resolve issues with associated end-user workstation networking software products as required.
• Receive and respond to incoming calls, tickets, and e-mails related to desktop problems.
• Handle move, add, and change requests as submitted.
• Verify physical connection integrity, including RJ-45 Ethernet jacks, RJ-11 telephone modem jacks, and connections between PCs and servers.
• Prepare tests and applications to monitor desktop performance; provide performance statistics and reports.
• Assist with procedure maintenance for logging, reporting, and statistically monitoring desktop operations.
• Maintain an inventory of monitors, keyboards, hard drives, modems, network cards, and other equipment.
• Document desktop equipment and component failures, including repair, installation, and removal.
• Work with third-party support and PC equipment vendors as necessary.
• Attend staff meetings and other meetings or seminars as requested.
• Perform other duties as assigned.

Requirements

• Minimum 1 year of hands-on hardware troubleshooting experience.
• Working knowledge of electronic medical record systems and healthcare environment experience is highly desired.
• Degree in Information Systems or related field required, or equivalent work experience.
• Valid driver’s license.
• A+ and MCSE, MCSA, and/or MCS Azure are highly desired.
• Reliable personal transportation to travel between clinics and offices.
• Personal SMART phone with an adequate data plan.

Technologies

• Electronic medical record systems
• A+, MCSE, MCSA, MCS Azure
• RJ-45 Ethernet jacks
• RJ-11 telephone modem jacks
• CPU, NIC, RAM, hard drives

Benefits

• Competitive hourly rate
• Paid time off for holidays
• Overtime eligibility

Position Details

• Reports to the Director of IT.
• Provide comprehensive desktop support and maintenance for software, hardware, and peripherals across Southwest Care Center locations in Santa Fe and Albuquerque, NM.
• Troubleshoot issues promptly and accurately in person, via telephone, and through email.
• Travel coverage includes Santa Fe and Albuquerque locations; candidate must live in the Albuquerque or Santa Fe, New Mexico local market area.
• Work schedule: Monday to Friday typical schedule.

Employment Details

• Location: NM Santa Fe - Admin Galisteo (onsite)
• Worker type: Employee
• Employment status: Regular
• Scheduled weekly hours: 40