Technical Support Analyst I

POSITION SUMMARY

The Technical Support Analyst provides technical support to end-users within an organization. The technician is responsible for troubleshooting, diagnosing, and resolving technical issues related to hardware, software, and network systems. The technician also provides user training and education to ensure that end-users can use technology efficiently. This position requires on-site work to service the needs of our facilities within Yavapai County, AZ.

ESSENTIAL RESPONSIBILITIES 

•         Provide technical support to end-users via phone, email, or in-person.

•         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 patches.

•         Document technical issues and resolutions.

•         Provide training and education to end-users on how to use technology effectively.

•         Collaborate with other IT team members to resolve complex technical issues.

•         Keep abreast of the latest technology trends and developments.

•         Perform Site visits on a regular basis.

•         Perform other duties as assigned.

QUALIFICATIONS

Technical Support Analyst I Minimum Qualifications:

·         21 years of age or older; or minimum 18 years old and licensed or certified under A.R.S. Title 32 and providing services within the personnel member’s scope of practice; or minimum 18 years old for select administrative positions

·         Must be able to provide or obtain an AZDPS Level One Fingerprint Clearance Card

·         Must possess a valid driver license and have the ability to drive to sites throughout Yavapai County on an as needed basis

• Minimum of a High School Diploma or GED required; related Associate’s degree preferred

• Strong knowledge of computer hardware, software, and network systems

• Excellent problem-solving and analytical skills

• Adept at using the Six-Step Troubleshooting methodology

• Strong communication and customer service skills

• Ability to work well 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 with remote access tools and software

·         CompTIA A+/Network+ or similar certification

• Must be able to work on-site to service the needs of our facilities within Yavapai County, AZ

• Must be willing to participate in on-call rotation as needed

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

·         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 qualifications):

·         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​ – Passionately believes in people and embraces diversity

·         Integrity ​–​​Does the right thing even when no one is looking

·         Learning ​–​​Challenges old paradigms with critical thinking, curiosity, and creativity

·         Accountability​ – Sets an intentional culture of personal responsibility; believes everyone carries the load

·         Relationships ​– Serves colleagues and consumers with love, empathy and compassion

PHYSICAL DEMANDS & WORKING CONDITIONS

The physical and working demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

·         Office environment, travel within the community, as needed

·         Heavy exposure/use of computers, cell phones, office phones, etc.

·         Ability to sit for prolonged periods throughout work hours

·         Must be able to occasionally lift and/or move 5 or more pounds

·         Must be able to respond appropriately and effectively in crisis situations by using good judgment and following Polara Health protocols

This position is considered Safety-Sensitive by Polara Health.

Polara Health subscribes to the principles of Equal Employment Opportunity. Polara Health’s policy is to provide employment, compensation, and other benefits related to employment based on qualifications, without regard to ancestry, age, color, disability, genetic information, gender identity, gender expression, marital status, medical condition, military or veteran status, national origin, pregnancy, race, religion, sex/gender, sexual orientation, or any other basis prohibited by federal, state, or local law. As an Equal Opportunity Employer, Polara Health intends to comply fully with applicable federal, state, and local employment laws, and the information requested on this application will be used only for purposes consistent with those laws.

In accordance with requirements of the Americans with Disabilities Act, Polara Health’s policy is to provide reasonable accommodation for applicants requesting accommodation(s) during the application process, so the applicant may be given a full and fair opportunity to be considered for employment. If any candidate needs a reasonable accommodation to participate in the interview process, please notify Polara Health in any of the following ways: by calling 928-445-5211, ext. 4047, U.S. Mail, or hand deliver to Polara Health 3343 N. Windsong Drive, Prescott Valley, AZ 86314 Attention: Human Resources Job Applicant Request.

Employment is contingent on background checks as required by Polara Health’s policies which may include Fingerprint Clearance, Drug Test, Criminal History, Driving History Record, Sex Offender Registry Search, Department of Child Services, State Central Registry Check, Employment Verification, Education Verification, and Professional References

I have read and understand the job description for my position. I am able to perform all of the essential functions of this position. I agree to comply with the corporate compliance policy and all laws, rules, regulations, and standards of conduct relating to my position. As an employee, I understand my duty to report any suspected violations of the law or standards of conduct to my immediate supervisor.

As an employee, I will strive to uphold the mission and vision of the organization. All employees are required to adhere to the values in all their interactions with customers and fellow employees.

IMPORTANT NOTICE REGARDING AT-WILL EMPLOYMENT

All employees of Polara Health are employed on an at-will basis. This means both Polara Health and the employee have the right to terminate employment at any time, for any reason, with or without prior notice or cause. No employee has an express or implied contract or any right to limit the employee’s right to resign, or Polara Health’s right to terminate an employee’s employment, at any time, for any reason with or without prior notice or cause. This at-will relationship cannot be changed by any person, statements, acts, series of events, or pattern of conduct, but only by an express written employment agreement signed by the Chief Executive Officer or his/her designee.

ACKNOWLEDGEMENT

Employee Printed Name: ______________________________________________

Employee Signature: _________________________________Date:____________