What are the responsibilities and job description for the IT Support Analyst position at 24 Hour Home Care?
Who We Are
24 Hour Home Care is a trusted in-home care company committed to making a positive impact in people's lives every day. For more than 15 years, it has delivered high-quality and personalized caregiving services to people of all ages and individuals with developmental and intellectual disabilities. Today, it provides caregiving services to more than 16,000 clients and employs more than 16,000 caregivers. By putting people first, striving for excellence, and investing in purposeful innovation, 24 Hour Home Care redefines what it means to care. Learn more at www.24hrcares.com.
Who You Are
You are a passionate and performance-driven team player, eager to take on a key role in our company’s growth. You embody Team 24’s Care & Compete Principles and Competencies:
In the spirit of Own(ing) It With Courage, we encourage you to check out our Glassdoor Page to learn more about 24 Hour Home Care and to leave a review about your experience: 24 Hour Home Care: Glassdoor Page
Sound interesting? Read on for more details!
The Role
The IT Support Analyst is responsible for providing on-site technical support across multiple office locations and brands throughout Minnesota. This exempt position requires independent decision-making, the ability to prioritize tasks with minimal supervision, and the handling of complex technical issues. Regular travel (50%) within Minnesota is required to support office locations, troubleshoot issues, and manage technology needs on-site. Additionally, the IT Support Analyst will maintain relationships with Managed Service Providers (MSPs), IT vendors, and local stakeholders to ensure seamless technology operations.
Key Responsibilities
On-Site Support:
WHAT YOU BRING TO THE TABLE:
Qualified applicants with criminal history will be considered for employment in accordance with California Fair Chance Act and the Los Angeles County Fair Chance Ordinance for Employers, ensuring individuals with criminal history have fair and equitable access to opportunities for gainful employment in the unincorporated areas of LA County.
Upon review, should criminal history have a direct, adverse, and negative relationship, 24 Hour Home Care will conduct an Individualized Assessment and provide a Preliminary Notice of Adverse Action; specifying the laws or regulations that impose such restrictions. At which point, 24 Hour Home Care will review the prospective hire’s written response and mitigating circumstances before making a final decision. Should withdrawal of a conditional offer of employment be determined, 24 Hour Home Care will provide a copy of the Second Individualized Assessment.
Individuals have the right to reach out to the LA County Department of Business and Consumer Affairs to file a complaint or if you require additional information.
24 Hour Home Care is a trusted in-home care company committed to making a positive impact in people's lives every day. For more than 15 years, it has delivered high-quality and personalized caregiving services to people of all ages and individuals with developmental and intellectual disabilities. Today, it provides caregiving services to more than 16,000 clients and employs more than 16,000 caregivers. By putting people first, striving for excellence, and investing in purposeful innovation, 24 Hour Home Care redefines what it means to care. Learn more at www.24hrcares.com.
Who You Are
You are a passionate and performance-driven team player, eager to take on a key role in our company’s growth. You embody Team 24’s Care & Compete Principles and Competencies:
In the spirit of Own(ing) It With Courage, we encourage you to check out our Glassdoor Page to learn more about 24 Hour Home Care and to leave a review about your experience: 24 Hour Home Care: Glassdoor Page
Sound interesting? Read on for more details!
The Role
The IT Support Analyst is responsible for providing on-site technical support across multiple office locations and brands throughout Minnesota. This exempt position requires independent decision-making, the ability to prioritize tasks with minimal supervision, and the handling of complex technical issues. Regular travel (50%) within Minnesota is required to support office locations, troubleshoot issues, and manage technology needs on-site. Additionally, the IT Support Analyst will maintain relationships with Managed Service Providers (MSPs), IT vendors, and local stakeholders to ensure seamless technology operations.
Key Responsibilities
On-Site Support:
- Regularly travel to Minnesota office locations to provide hands-on technical support as needed.
- Troubleshoot and resolve onsite IT issues, including office relocations, new setups, and closures.
- Coordinate IT logistics related to office moves and equipment installations.
- Conduct a comprehensive audit of IT equipment across the region and establish a tracking system for the return, replacement, and setup of all devices
- Respond to IT service requests via phone, email, or in person, ensuring timely resolution.
- Diagnose and troubleshoot hardware, software, and network issues, escalating complex problems to senior technicians or MSPs when needed.
- Assist with onboarding and offboarding, including account setup, equipment configuration, and employee orientation.
- Set up workstations, laptops, and mobile devices, and manage inventory for new and existing employees.
- Track and maintain hardware and software inventory across multiple brands.
- Create and maintain knowledge base articles and technical documentation to streamline processes and improve efficiency.
- Serve as the technical liaison between the company and Managed Service Providers (MSPs) for smooth service delivery.
- Support local brands in onboarding to the MSP, ensuring effective communication and coordination.
- Manage relationships with IT vendors and Internet Service Providers (ISPs), overseeing contract renewals, licensing, and account consolidation.
- Administer and maintain VoIP systems and coordinate any necessary updates or troubleshooting.
- Business Hours: Monday to Friday, 8 AM – 5 PM CDT.
- Location: Regular travel to Minnesota office locations, including but not limited to Shoreview, Cass Lake, Bemidji, Deer River, Owatonna, Minneapolis, St. Paul, and Rochester.
WHAT YOU BRING TO THE TABLE:
- Experience: 2 years of helpdesk or technical support experience.
- Certifications:
- Required: CompTIA A , Network certifications.
- Preferred: CAPM, PMP, or other project management certifications.
- Technical Skills:
- Strong understanding of networking concepts (LAN, WAN, VPN, DNS, firewalls).
- Familiarity with Remote Monitoring and Management (RMM) tools such as ConnectWise, Go To, N-Able, or Datto.
- Experience with ticketing systems like ZohoDesk, ZenDesk, Jira, or Salesforce.
- Proficiency in Microsoft Office Suite, Microsoft Admin Portal, Intune, AutoPilot, and SharePoint (preferred).
- 1-2 years of experience administering Azure AD/Entra ID.
- Basic knowledge of coding languages such as PowerShell, SQL, JSON, and XML is a plus.
- Soft Skills:
- Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
- Strong organizational skills with the ability to prioritize and manage multiple tasks independently in a fast-paced environment.
- Leadership qualities with the ability to work independently and as part of a team.
- Proficiency in A/V setup for conference rooms is a plus.
Qualified applicants with criminal history will be considered for employment in accordance with California Fair Chance Act and the Los Angeles County Fair Chance Ordinance for Employers, ensuring individuals with criminal history have fair and equitable access to opportunities for gainful employment in the unincorporated areas of LA County.
Upon review, should criminal history have a direct, adverse, and negative relationship, 24 Hour Home Care will conduct an Individualized Assessment and provide a Preliminary Notice of Adverse Action; specifying the laws or regulations that impose such restrictions. At which point, 24 Hour Home Care will review the prospective hire’s written response and mitigating circumstances before making a final decision. Should withdrawal of a conditional offer of employment be determined, 24 Hour Home Care will provide a copy of the Second Individualized Assessment.
Individuals have the right to reach out to the LA County Department of Business and Consumer Affairs to file a complaint or if you require additional information.
- By Email: info@dcba.lacounty.gov
- By Web: https://dcba.lacounty.gov/contact-us/
- By Phone: (800) 593-8222