User Experience Analyst- Charlotte, NC

User Experience Analyst – Charlotte, NC

Join to apply for the User Experience Analyst role at OrthoCarolina.

At OrthoCarolina, our team is our greatest asset and the foundation of our success. OrthoCarolina has 43 unique care locations with over 1300 professionals who share a common goal to make lives better. Employees are eligible for a full spectrum of benefits including paid company holidays, wellness programs, and tuition reimbursement.

About the Role

The User Experience Analyst will be customer-focused and technically skilled to provide support to end users. This role is essential in resolving IT issues, managing service requests, and ensuring the smooth daily operations of hardware, software, and network systems. The ideal candidate will also be available to participate in an on-call rotation to provide after-hours support when needed.

Essential Functions

Serve as the first point of contact for users seeking technical assistance via phone, email, or ticketing system.

Diagnose and troubleshoot hardware, software, and network issues.

Provide step-by-step technical help, both remote and in person.

Install, configure, and maintain desktop systems, applications, and peripherals.

Track and document help desk interactions, issues, and resolutions using ticketing software.

Escalate unresolved issues to appropriate teams and follow up to ensure resolution.

Assist with onboarding and offboarding processes, including account setup and access provisioning.

Participate in an on-call support rotation to address critical issues outside of normal business hours.

Deliver excellent customer service with strong communication and follow-through.

Qualifications

Associate degree or certification in a technology services / technical discipline, or equivalent work experience.

CompTIA A+ certification strongly preferred.

3-5 years of IT support experience.

Proficiency in Windows, macOS, Microsoft 365, and common enterprise applications.

Familiarity with Active Directory, VPN, remote desktop tools, and basic networking concepts.

Strong problem-solving skills and attention to detail.

Excellent interpersonal and communication skills.

Ability to participate in an on-call schedule.

Must have reliable transportation to travel to office locations or client sites as needed.

Knowledge of cybersecurity best practices.

Employee Type

Regular

Seniority Level

Mid-Senior level

Employment Type

Full-time

Job Function

Information Technology

Industry

Medical Practices

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