Job description

The Desktop Support Analyst is responsible for troubleshooting and resolving IT-related issues while supporting end user setup and provisioning needs within Evergreen. This position will interact with remote and on-site staff to address IT needs to restore, maintain, and improve user productivity as needed. In addition, the position is responsible for the maintenance of O365, coordination of IT related purchases and supporting our key business systems. This person is an integral part of the Digital Operations team, exhibiting ownership, follow through, initiative, awareness and effective communication with clients, staff, and colleagues. The Desktop Analyst actively contributes to our culture of belonging, where everyone feels welcome and supported. In addition, this person embraces Evergreen’s goal of being the “Best Place to Work” through building relationships, working collaboratively, and embodying our company’s values (Care Personally, Extend Grace, Be Responsive, Take Ownership, Be Transparent, Innovate).

The Desktop Support Analyst is a member of the Digital Operations Team and reports to the Business Systems Manager. Work can be done either in-person in our Middleton, WI office, or hybrid. Candidates must be local to Madison/Middleton, WI area.

WHAT YOU'LL DO

Tier 1 End User Support

• Provide Tier 1 end user support by directly responding to logged incidents and enhancements in alignment with established SLAs (Service Level Agreement)
• Troubleshoot technical issues using diagnostic techniques and industry best practices
• Work with end users for systems onboarding and training as needed
• Own the IT Asset Tracking process, keeping accurate inventory of hardware, software, and user licenses
• Respond to support tickets and ensure prompt support or escalation of user issues as needed
• Communicate complex technical information to non-technical users in an understandable and concise format to support their work
• Support and maintain Home Office LAN/WLAN
• Support meeting room and presentation tools, including sound and Crestron presentation systems

Microsoft 365 Administration

• Create and manage M365/O365 user accounts and groups
• Utilize Microsoft Endpoint Manager (Intune) to support user access to company resources, systems provisioning, software deployment, and systems updates
• Create and maintain Teams groups and SharePoint sites
• Work with the Digital Operations team and outside vendors to configure all aspects of the Office 365 environment so that it meets the company’s security requirements

Business Systems Maintenance and Optimization

• Work in conjunction with the Business Systems Manager to resolve issues and implement enhancements across our key business systems including but not limited to: Customer Relationship Management software, Applicant Tracking System, Financial Management & Professional Services Automation systems, Inbound Marketing system, HR & Payroll management software, Data Warehouse, and Data Visualization tool.
• Provide initial business analysis to determine potential IT or process solutions for logged incidents or enhancements
• Create and maintain documentation of IT related processes and systems

General

• Uphold Evergreen’s mission (Create authentic partnerships that improve healthcare) and values (Care Personally, Extend Grace, Be Responsive, Take Ownership, Be Transparent, Innovate)
• Cultivate meaningful relationships across Evergreen and with external partners
• Embrace radical candor by developing relationships across Evergreen and providing direct feedback and recognition at all levels
• Communicate in meetings, one-on-ones, and daily interactions with clarity, purpose, and respect for the individuals involved in the discussion
• Participate in or lead cross-functional projects
• Coordinate and support company-wide programs and special projects
• Serve as subject matter expert for your team and role
• Support colleagues and Evergreen’s growth by participating in hiring, onboarding, ongoing training, and other duties as assigned
• Participate in the development, documentation, and improvement of processes, procedures, and policies, in alignment with Evergreen’s mission and values
• Assist and back up other colleagues when necessary
• Embrace change as Evergreen scales systems and processes
• Attend Evergreen’s in-person annual retreat one time per year

QUALIFICATIONS

Required Qualifications

• Candidates must be local to Madison/Middleton, WI area
• Three to five years of end user IT support experience
• Advanced knowledge and experience using Microsoft Office 365 products
• Microsoft administration experience including Office 365, Azure Active Directory, Intune endpoint management, security, SSO, etc.
• Experience with end user hardware maintenance including but not limited to laptop provisioning, networking hardware, A/V tools, and related peripherals
• Strong communication skills: ability to understand and communicate technical issues with end users in various roles in a courteous and professional manner
• Ability to work independently and autonomously with remote supervision
• Ability to effectively work with and support remote workforce as well perform hands on maintenance as needed
• Excellent interpersonal skills with the ability to manage sensitive and confidential information with professionalism and diplomacy
• Ability to establish and maintain effective working relationships with diverse groups of team members, managers, and vendors
• Demonstrated commitment to put forth consistent effort and successfully complete assigned tasks in a timely manner without sacrificing quality
• High attention to detail, including strong time management, analytical, organizational, and active listening skills
• Ability to contribute to a positive working environment

Preferred Qualifications

• Knowledge of cybersecurity best practices and/or experience with systems hardening and policy documentation
• Basic to intermediate experience with Microsoft PowerShell
• Experience configuring and administering Azure Enterprise Applications to integrate other solutions with Office 365 services
• Desire to learn new technologies, tools, etc. and leverage newly acquired skills to drive our business forward
• Microsoft or other industry certifications such as A+, Network+, or Security+
• Experience or exposure to various coding languages, such as Python and SQL

Other Required Qualifications

Should you travel on-site to a client site, or a partner of Evergreen, and specific vaccinations are required by the client/partner, Evergreen does require our staff to meet these requirements. If you cannot meet the requirements, you might be asked to provide a religious or medical accommodation pursuant to the state and federal law.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Salary Range

$50,000-$65,000, depending on experience, in addition to a comprehensive benefits package.

Work Hours & Travel Requirements

Core work hours are 9am-5pm CST and most of our internal meetings take place during this window.

Physical Demands

Prolonged periods sitting at a desk and working on a computer. Must be able to lift up to 15 pounds at a time.

Work Authorization Requirements

Evergreen is interested in every qualified candidate who is eligible to work in the United States. However, we are currently unable to sponsor work visas. At this time, candidates must reside in the U.S. to be eligible to work at Evergreen Healthcare Partners.

Job Type: Full-time

Pay: $50,000.00 - $65,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• Day shift
• Monday to Friday

Work Location: Hybrid remote in Middleton, WI 53562

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