Senior IT Support Analyst

Job Description

Job Description

Salary : $28-35 / hr DOE

Job Title : Senior Tech Support Analyst

Salary : $28-35 per hour DOE

Location : Tustin

Openings : 1 Position Available

Position Purpose : We are seeking a highly skilled and motivated Sr. Tech Support Analyst to join our IT team. The ideal candidate will provide advanced technical support for multisite healthcare facilities, ensuring efficient resolution of IT issues and consistent support for end-users.

This role requires a strong foundation in Active Directory, Windows 10 / 11, networking fundamentals, imaging solutions, disk encryption, and M365 support.

The successful candidate will demonstrate excellent troubleshooting skills, time management, and project management abilities, as well as strong communication and organizational skills.

This job description outlines the key responsibilities and qualifications for a Sr. Tech Support Analyst role focused on providing advanced IT support across multisite healthcare facilities.

The ideal candidate will have strong technical skills, excellent troubleshooting abilities, and experience in a dynamic, fast-paced environment.

Core Duties and responsibilities, include but are not limited to :

• Active Directory Fundamentals :
• Manage user accounts, groups, and permissions in Active Directory.
• Troubleshoot and resolve authentication and access issues.
• Windows 10 / 11 Support :
• Provide advanced support for Windows 10 / 11, including installation, configuration, and troubleshooting.
• Assist with updates, patches, and system optimizations to ensure optimal user performance.
• Networking Fundamentals and Troubleshooting :
• Diagnose and resolve issues related to LAN / WAN technologies, including connectivity, performance, and security.
• Support network devices such as routers, switches, and firewalls across multiple sites.
• Imaging Solutions :
• Manage and deploy imaging solutions for workstations and laptops, ensuring consistency and reliability across the network.
• Maintain and update images as needed, incorporating new software and security updates.
• Disk Encryption (BitLocker) :
• Implement and manage disk encryption solutions such as BitLocker to protect data on endpoints.
• Troubleshoot encryption issues and ensure compliance with security policies.
• M365 Support :
• Provide support for Microsoft 365 applications, including email, OneDrive, Teams, and other collaboration tools.
• Troubleshoot and resolve issues related to M365 services and user access.
• Desktop and End-User Support :
• Deliver high-quality desktop support, including hardware, software, and peripheral troubleshooting.
• Assist end-users with technical issues over the phone, through remote support tools, or by dispatching onsite as required.
• Microsoft DFS :
• Support and manage Distributed File System (DFS) environments, ensuring file availability and redundancy.
• Troubleshoot DFS issues related to file replication and access.
• Employee Moves, Transfers, and New Hire Deployments :
• Perform IT setup for employee moves, transfers, and new hire deployments in accordance with IT department policies.
• Ensure all required hardware, software, and access permissions are configured correctly.
• Project Management :
• Assist in IT projects, including system upgrades, migrations, and deployments.
• Effectively manage time and resources to balance multiple tasks and projects simultaneously.
• Troubleshooting and Documentation :
• Thoroughly investigate customer issues and provide detailed documentation of all facts around the issue for troubleshooting purposes, including exact steps that produce the error, scope of error, time of day, software and driver versions, configurations, and other processes running on the system.
• Communication and Interpersonal Skills :
• Communicate complex technical concepts effectively both orally and in writing.
• Work closely with team members and other departments to resolve issues and ensure a seamless IT support experience for end-users.
• Maintain strong organizational, analytical, and interpersonal skills, and execute tasks with a sense of urgency and minimal supervision.
• Virtualization (VMware / Hyper-V) (Preferred) :
• Provide support for virtualized environments, including basic management and troubleshooting of VMware or Hyper-V platforms.

Qualifications, Skills and Experience :

• Associate's or Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent experience.
• Minimum of 3-5 years of experience in an IT support role, preferably in a multisite or healthcare environment.
• Strong understanding of Active Directory, Windows 10 / 11, networking fundamentals, and M365.
• Experience with imaging solutions and deployment in a multisite environment.
• Proficiency with disk encryption solutions, particularly BitLocker.
• Excellent troubleshooting skills with a methodical approach to problem-solving.
• Strong time management and organizational skills.
• Familiarity with DFS, VMware, and Hyper-V is a plus.
• Reliable transportation is required for onsite support at multiple healthcare facilities.
• Healthcare IT experience is a significant advantage.

Skills and Competencies :

• Strong customer service orientation with excellent communication skills.
• Ability to work independently and in a team, managing multiple priorities in a fast-paced environment.
• Attention to detail and a commitment to quality.
• Ability to handle stress and remain calm under pressure, especially in a healthcare setting.

Certifications (Preferred but not required) :

• CompTIA A+, Network+, or Security+.
• Microsoft Certified : Windows Client, or similar.
• Cisco Certified Network Associate (CCNA) or equivalent networking certification.
• VMware Certified Professional (VCP) or Microsoft Hyper-V certification.

Families Together of Orange County (FTOC) is proud to be an equal opportunity employer. FTOC does not discriminate based on race, color, creed, sex, sexual orientation, gender identity or expression, age, religion, national origin, disability, ancestry, marital status, veteran status, medical condition, or any protected category prohibited by local, state or federal laws.