Job Description

Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.We are seeking for a highly motivated and customer-oriented IT Support Analyst to join our dynamic team. As an IT Support Analyst, you will be responsible for providing technical assistance and support to end-users, troubleshooting hardware and software issues, and ensuring the smooth operation of our IT systems and infrastructure.Position OverviewThis role involves providing technical assistance and support to end-users, troubleshooting hardware and software issues, and ensuring the smooth operation of IT systems and infrastructure. You will be responsible for diagnosing and resolving technical problems, assisting with user account management, and maintaining computer systems and peripherals. The IT Support Analyst mustJob Responsibilities :

• Provide exceptional customer service to all end users

• Consistently demonstrate exceptional customer service to all end users.
• Act as a role model within the team by demonstrating flawless customer service etiquette.
• Serve as a liaison between staff and technology to resolve issues and achieve desired results
• Delivery of athenas employee technology experience

• Assist in integrating new employees into the technology environment through onboarding timeframe.
• Collaborate with employees across athena geographies throughout their tenure to make sure they have the tools and knowledge to be successful.
• Assist in training new employees.
• Share knowledge with colleagues and end users.
• Create and maintain documentation for self-service and team knowledge base of team and share lessons with colleagues.
• Enhance and support athenas service offerings and technologies

• Assist team in the resolution of corporate support service desk tickets within established Service Level Agreement timeframes.
• Own the life cycle of a service desk ticket from initial submission through resolution or escalation as appropriate.
• Proactively identify systemic issues and triage to the appropriate internal teams.
• In instances of escalated tickets, collaborate with internal technology teams to ensure timely resolution.
• Maintain equipment inventory.
• Identify opportunities for training and documentation and collaborate with senior team members on delivery.
• Improve efficiencies in day-to-day tasks.
• Specialize in area of expertise as needed, including mobile devices, Macs, MS Teams, printer configuration, etc.
• Other duties as assigned by the Corporate Support Supervisor.

Experience & Skills Required:

• Any Bachelors degree
• 3+ years of professional experience within service desk role.
• Understanding of infrastructure technologies.
• Proven track record of timely and accurate ticket work and documentation.
• Excellent customer service.
• Sustained history of proper ticket management, including proper response times, ticket documentation, and successful resolution.
• Ability to work accurately, independently, and efficiently through a heavy workload of varying ticket types.
• Expertise with the installation, configuration and troubleshooting of Microsoft Operating Systems, Microsoft Office Applications, Mac and Mac Application.
• Experience with public speaking in front of medium-sized groups for training purposes.
• Experience with troubleshooting and repairing conferencing and audio-visual technologies.
• Strong communication skills and ability to explain technological solutions to colleagues with a wide range of computer knowledge.
• Strong ability to prioritize, manage and complete multiple tasks and long-term projects accurately and efficiently.
• Flexibility to travel to additional corporate locations for support as needed.
• Clear and concise written and verbal communication skills.

About athenahealthHeres our vision: To create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.Whats unique about our locations?
From an historic, 19th century arsenal to a converted, landmark power plant, all of athenahealths offices were carefully chosen to represent our innovative spirit and promote the most positive and productive work environment for our teams. Our 10 offices across the United States and India xe2x80x94 plus numerous remote employees xe2x80x94 all work to modernize the healthcare experience, together.Our company culture might be our best feature.
We don't take ourselves too seriously. But our work? Thats another story. athenahealth develops and implements products and services that support US healthcare: Its our chance to create healthier futures for ourselves, for our family and friends, for everyone.Our vibrant and talented employees xe2x80x94 or athenistas, as we call ourselves xe2x80x94 spark the innovation and passion needed to accomplish our goal. We continue to expand our workforce with amazing people who bring diverse backgrounds, experiences, and perspectives at every level, and foster an environment where every athenista feels comfortable bringing their best selves to work.Our size makes a difference, too: We are small enough that your individual contributions will stand out xe2x80x94 but large enough to grow your career with our resources and established business stability.Giving back is integral to our culture. Our athenaGives platform strives to support food security, expand access to high-quality healthcare for all, and support STEM education to develop providers and technologists who will provide access to high-quality healthcare for all in the future. As part of the evolution of athenahealths Corporate Social Responsibility (CSR) program, weve selected nonprofit partners that align with our purpose and let us foster long-term partnerships for charitable giving, employee volunteerism, insight sharing, collaboration, and cross-team engagement.What can we do for you?
Along with health and financial benefits, athenistas enjoy perks specific to each location, including commuter support, employee assistance programs, tuition assistance, employee resource groups, and collaborative workspaces xe2x80x94 some offices even welcome dogs.In addition to our traditional benefits and perks, we sponsor events throughout the year, including book clubs, external speakers, and hackathons. And we provide athenistas with a company culture based on learning, the support of an engaged team, and an inclusive environment where all employees are valued.We also encourage a better work-life balance for athenistas with our flexibility. While we know in-office collaboration is critical to our vision, we recognize that not all work needs to be done within an office environment, full-time. With consistent communication and digital collaboration tools, athenahealth enables employees to find a balance that feels fulfilling and productive for each individual situation.

Athena Health