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Job Title: Systems Support Analyst

Department: Information Services

FLSA Classification: Salary - Exempt

Reports To: VP of Information Technology and Services

Expected Hours: Monday – Friday, 8am -5pm (Active work time). During the week, On-call expectation is 0-2 calls over 8 hrs. 8pm-5am (Exclusively on-call) 1-hr mandatory team meeting 2-3pm every other Thursday. One weekend on-call expectation per month.

Position Summary:

The Systems Support Analyst will be a very hands-on member of the Information Services department technical support team. The Systems Support Analyst assists end users with troubleshooting phone, email, and other related issues via ticket inquiries to resolve or escalate IT systems problems. They also provide end user training, problem management and communications for IT systems faults and service requests. The Systems Support Analyst supports the senior Information Systems Department staff members in the efficient allocation of computer hardware and software resources, maintains business applications, and ensures the reliability and sustainability of information and communication resources.

Essential Functions:

Provide first-line support for technology issues and problems.

Provide support via phone, email, and/or using a ticket management system.

Manage critical incidents and track issues to resolution.

Update the internal knowledge base with issue resolution details.

Perform account management functions in Active Directory, Microsoft Admin Center, Vonage, and Salesforce: track user account creation, changes, deletions, and perform password resets. Maintain user accounts including rights, permissions, and systems groups.

Provide documentation, support computers, laptops, tablets, smart phones, and applications.

Manage, monitor, and deploy patch updates

Escalate alerts from anti-virus endpoint security system and review endpoint security anti-virus report daily.

Review WSUS server patch report daily.

Administer, monitor, and configure the internal MDM solution for company assets.

Monitor backup system alerts and escalate errors.

Escalate problems as necessary to vendor support teams.

Quickly and accurately determine incident scope and organizational impact.

Follow up on tickets at pre-defined intervals until resolved.

Update daily status reports and shift handover reports.

Act as a liaison between customers and technical escalation teams.

Train all new employees on the use of basic software and other specialty software programs as appropriate, (i.e., Microsoft Office, Teams, etc.).

Handle setup of desktop equipment for local employees, mail out equipment to remote employees, and work with the HR department to obtain BHR device from employees.

Maintain and report inventory levels to Lead and accurately track BHR owned equipment.

Must have access to a reliable personal vehicle and be willing to use it to transport company equipment as needed. A valid driver's license and proof of insurance are required.

Education, Experience and Skills Preferred:

Bachelor of Science in Information Technology or Information Services or related field preferred.

Working knowledge of fundamental operations of relevant software and hardware.

Knowledge of relevant service desk call tracking applications.

Knowledge and experience of customer service practices.

Knowledge, experience, and training in troubleshooting and providing service desk support.

Excellent in-person as well as virtual instructing skills.

Excellent oral and written communication skills, with ability to communicate product features in an effective and compelling manner.

Ability to summarize a broad amount of information into key points.

Ability to lift and carry up to 50 pounds when needed.

Well-organized and detail-oriented, with the ability to multitask.

At BHR, we believe that every team member has an integral role in the lifesaving treatment we provide. We are a trauma informed agency, and we hire people who are passionate about our mission and are committed to improving the lives of those we serve through our trauma informed models of practice.

Behavioral Health Response is an equal opportunity employer and considers applicants without regard to race, color, national origin, ancestry, religion, creed, age, disability, sex or sexual orientation, gender identity or expression, genetic information, veteran status, marital status, national origin, or any other legally protected status.