Job Details

CCR-Proudly Virginia Owned & Operated

Information Technology Support Analyst

JOB SUMMARY:
The Information Technology Support Analyst provides user support and customer service for in-house software and hardware, such as desktops, laptops, mobile devices, desk phones, printers, and other related
devices; being able to quickly diagnose and understand technical issues and resolutions. Provides help desk support for cloud applications, telephone issues, and password resets.

ESSENTIAL FUNCTIONS:
1. Works with the ticketing system to provide timely response to and troubleshooting for issues,
update users on status and communicate with end users as needed.
2. Assists with the administration of applications such as PointClickCare, and user access in Microsoft
365 / Active Directory, as well as other cloud applications.
3. Responsible for assuring all company equipment is protected by appropriate virus / malware
protection software and all maintenance of the software.
4. Responsible for maintenance of inventory, appropriate recording of equipment data such as center
assignment, serial number, and asset tag information. Follows IT procedures for secure disposal of
deprecated equipment and recording of it.
5. Responsible for all user maintenance processes including user access adds, terminations, and
changes as requested by authorized users.
6. Coordinates with IT team members, service providers, and outside vendors to provide technical
assistance and support.
7. Able to perform minor networking tasks such as connecting ports in closets, configuring switch
ports for correct VLAN and application.
8. Understands the need for change management and the approval process for any system setting
changes or projects.
9. Travels to centers, installs hardware, connects devices, deploys computer equipment. Overnight
travel may be required on an infrequent basis.
10. May conduct on-boarding of new employees, which includes assistance with their computer, setup
of mobile devices, door access, and configuration of multi-factor authentication.
11. Maintains confidentiality as it relates to HIPAA and upholds HIPAA regulations.
12. Honors residents' rights when working in centers.
13. Attend meetings as requested.
14. Be engaged in and promote Service Excellence.
15. Communicates with the Administrator and appropriate department mangers on the outcome of each
center visit.
16. Understands the attached Physical Requirements for Essential Job Functions related to this position.
17. Other duties as assigned.

QUALIFICATIONS:
1. A two- or four-year degree in computer science, communications, or other related discipline or
three years appropriate work experience in a related field.
2. Experience supporting enterprise-scale solutions.
3. Experience with broad set of corporate IT support including intranets, LANs, WANs, VOIP, virtual
network environments, and other emerging technologies.
4. Active Directory Management experience focusing on users, groups, and group policies.
5. Ability to work both independently with little supervision and in a team environment.
6. Ability to multi-task and meet objectives and time deadlines, also travel up to 25% of the time for
on premise work in centers.
7. Demonstrates good customer service skills.
8. Must be flexible, detail-oriented, ability to multi-task, meet deadlines and be able to make effective
decisions and work as part of a service excellence team.
9. Must have a security focus on compliance and privacy.
10. Must have a valid driver's license.
PHYSICAL REQUIREMENTS:
1. Prolonged periods sitting at computer.
2. Ability to climb a ladder (step ladder), for example to install a wireless access point or a camera.
3. Must be able to lift and carry 50 lbs.