IT Support Analyst

POSITION SUMMARY

The Help Desk Support Technician provides technical assistance and support related to computers, software, and mobile devices used within New Perspective (NP) communities, remote offices, and the corporate office. The Help Desk Support Technician provides support to all NP team members, with a variety of daily issues that require investigation and resolution. He/she responds to queries, runs diagnostic programs, isolates problems, determines/implements solutions, and performs other technical support tasks as needed. This position will be based in the Minnetonka office. The job will require some travel between offices; the frequency of such travel depends on specific company initiatives and support needs.

SUMMARY OF RESPONSIBILITIES

• Provide phone, email, and remote desktop technical support to team members to resolve hardware and software issues
• Support and troubleshoot workstations, servers, and network-related issues
• Perform systems administration for Office 365 and Microsoft Teams
• Set up and provision new equipment (laptops, desktops, cell phones) and software access, as specified by team member role standards. Participate in inventory management
• Escalate customer issues through the proper channels
• Manage cases according to defined severity and case priorities
• Update cases and communicate with clients daily or as required until issue is closed
• Clearly document support issues and steps performed in NP ticketing system
• Develop competency in supporting community-specific technology. For example, diagnosing issues with nurse call software systems to troubleshoot and escalate as needed to the Help Desk Services Manager and NP technology partners
• Establish and document processes and procedures

Salary

$55,000-70,000

REQUIRED QUALIFICATIONS/EXPERIENCE

• 2 years of experience working on a technical helpdesk
• 2 years of experience in software and hardware, troubleshooting laptops, desktops, servers and network equipment
• Experience with Windows platform and Office 365, including the Microsoft suite of applications
• Experience with enterprise mobile devices, Apple and Android
• Experience with firewalls, such as Cisco, Meraki, and SonicWall
• Experience with remote desktop solutions, such as ConnectWise, Team Viewer, etc.
• Networked printer experience
• Associate/Bachelor’s degree or comparable experience in Information Technology.
• Comfortable delivering support services in both a corporate office environment and on-site in senior living communities.
• Strong communication and interpersonal skills
• Enjoy solving issues for team members
• Ability to prioritize and effectively manage multiple support services tasks
• Ability to communicate effectively in English, both verbally and in writing
• Ability and willingness to work extended hours or a modified schedule to support planned activities or emergency situations
• Ability to fulfill on-call responsibilities as assigned on a regular, rotation schedule

PREFERRED QUALIFICATIONS/EXPERIENCE

• Network administration skills and experience i.e. troubleshooting connectivity
• Experience with Azure/Active Directory user set-up
• Experience troubleshooting support issues with outside vendor assistance.
• Knowledge of HIPAA

Team Member Benefits & Perks*

• Medical, Dental, & Vision Insurance
• 401(k) with Company Match!
• Paid Time Off and Holidays
• Company-Paid Basic Life Insurance
• Voluntary Short-Term Disability
• Company-Paid Long-Term Disability
• Health Reimbursement Account/Health Savings Account
• Flexible Spending Accounts
• Education assistance - up to $5,000 per calendar year!
• Leadership Development & Career Advancement
• Real-time Access to Earned Wages
• Referral Bonuses
• Employee Assistance Program

Why New Perspective Senior Living? A career with a purpose starts here!

This is an exciting time to join New Perspective. We are a growing company serving over 2,000 seniors today with a goal of reaching 10,000 by 2025. Our growth is creating energy, excitement, and the opportunity to make a difference in the lives of others. We have a culture of servant leadership and collaboration that supports each team member’s personal and professional development. At New Perspective you’re not just an employee, you are a valued member of our team.

• Benefits vary by full-time, part-time, and PRN status.

New Perspective is an Equal Opportunity Employer.

INDHRLY