Technical Support Analyst II

Technical Support Analyst II supports day-to-day desktop computing operations across Southwest CARE Center locations in Santa Fe and Albuquerque, NM.

Responsibilities

• Perform onsite analysis, diagnosis, and resolution of complex workstation problems for end users.
• Recommend and implement corrective solutions, including offsite repair for remote users as needed.
• Deliver desktop service levels by installing, configuring, testing, maintaining, monitoring, and troubleshooting end-user workstations and related hardware and software.
• Assess and implement performance upgrades, including installation of CPUs, I/O, NIC cards, hard drives, RAM, and other components as needed.
• Collaborate with the IT Team to support efficient operation of the organization’s desktop computing environment.
• Administer and resolve issues with 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 they are submitted.
• Verify physical desktop connection integrity (for example RJ-45 Ethernet jacks, RJ-11 telephone modem jacks, and connectors between PCs and servers).
• Prepare tests and applications for desktop performance monitoring, then provide performance statistics and reports.
• Assist in preparing, maintaining, and following procedures for logging, reporting, and statistically monitoring desktop operations.
• Maintain inventory of monitors, keyboards, hard drives, modems, network cards, and other components and equipment.
• Document desktop equipment or component failures, including repair, installation, and removal activities.
• Liaise with third-party support and PC equipment vendors as necessary.
• Participate in staff meetings and attend other meetings and seminars as requested.
• Complete other duties as assigned.

Requirements

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

Technologies

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

Benefits

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

Job Details

• Location: NM Santa Fe - Admin Galisteo (onsite)
• Worker Type: Employee
• Employment Type: Regular
• Scheduled weekly hours: 40
• Schedule: Monday - Friday (typical)

Living and Working in New Mexico

• Clinic locations are in Santa Fe and Albuquerque, NM.

Other Notes

• Position is under the supervision of the Director of IT.
• Supports all SCC locations in Santa Fe and Albuquerque, so the candidate must reside in the local market area of Albuquerque or Santa Fe, New Mexico and be able to travel between the two cities as needed.
• Southwest CARE Center is currently seeking an experienced full-time Technical Support Analyst II.