Systems Support Analyst with MDM, 0365, Azure

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Job description

Systems Support Analyst with MDM, 0365, Azure

Location: Los Angeles, CA

Duration: 3 - 6 Months Contract

The primary purpose of this position is responsible for handling the daily processes for helpdesk service operations. This includes end-user support, issue resolution, training/guidance for various technologies and systems, and IT equipment configuration and deployment. This position timely and accurately responds to support requests to ensure proper resolution or escalation within the department or any contracted IST vendor. The training aspects include IT/IS orientation, assisting users with software navigation or functionality questions, and drafting user guides or reference materials, as assigned. The IST Support Analyst may be assigned other duties and project related tasks.

Major Duties and Responsibilities :

Collaborates to integrate the values of Inclusion, Diversity, Equity and Accessibility (IDEA) into all aspects of the organization.

Promotes the Continuous Quality Improvement (CQI) process by identifying quality indicators and opportunities for departmental and organizational process improvement.

Reports any incidents/accidents according to incident reporting procedures and protocols, within designated timelines as outlined in the reporting procedures. Ensures staff is knowledgeable of and adhere to the reporting procedures and protocols.

Maintains confidentiality of all pertinent client information.

Performs other duties as may become necessary or as directed.

Responsible for triaging and resolving various onsite and remote tier 1 & 2 IST support tickets.

Respond timely and accurately to user requests within IST designated SLA.

Ensure proper documentation of support requests from initial in-take through completion.

Troubleshoot and repair IT hardware and software equipment as needed.

Handle WFS staff technical onboarding, including New Hire orientation training and equipment disbursement.

Work with IT Coordinator and IST Team to maintain an up-to-date IST asset inventory.

Provide guidance to users on functionality and support related business productivity software.

Assist with the development of user reference guides, internal procedures, process improvement initiatives, and other materials, as assigned.

Communicate efficiently and effectively with management, users, and internal/external resources for all assigned duties and tasks.

Collaborate and work with other department analysts.

Assist the IST department to ensure the agency's information technology and systems adhere to HIPAA, State Counties, Department of Mental Health (DMH), Council on Accreditation (COA), and other regulatory or contractual requirements.

As assigned, attend, and actively participates in project meetings, committees, user groups, and other events.

Perform other departmental duties as assigned by the Information Technology Manager or at the request of the Senior Director of IST.

Travel between local sites as needed.

Qualifications:

Education/Certifications :

Associate degree, or certification from an accredited program focused on technology support; OR at least 4 years of directly related work experience. An equivalent combination of education and experience may be considered.

Experience :

Minimum 3 years of experience working with desktop support, including user support operations, user training material development, user training delivery, systems analysis, and issue troubleshooting and resolution techniques.

Experience supporting desktop computing environments, including Microsoft products, Windows, Office365, Active Directory, and various other productivity software.

Experience in a healthcare setting including support of clinical and billing operations for behavioral health is a plus.

Specific Requirements :

Valid CA Driver License with a minimum of two (2) years good driving history and must be approved by the agency's insurance carrier to drive agency vehicles.

Willingness to implement personal safety precautions.

Solutions-focused and able to function in a fast-paced environment.

Willing and able to change as the job or department needs change. Moves quickly with the changing needs of the organization.

Carries out and adheres to client's mission and values.

Willingness to work beyond normal working hours and in other positions when necessary.

Strong personal initiative and the ability to make timely decisions and to develop and carry out plans, work assignments, and meet deadlines with minimal supervision.

Must be regular and punctual in attendance.

Must be able to read, write, and speak the English language in an understandable manner.

Excellent verbal and written communication skills with an emphasis on confidentiality, tact and diplomacy.

Creates and maintains an atmosphere of warmth, personal interest, and positive emphasis, as well as a calm environment throughout the agency and at events.

Strong people skills and ability to communicate effectively with diverse constituencies

Attends and participates in educational programs, seminars, workshops and other appropriate professional development opportunities.

Knowledge of Windows 11 based computing enterprise environments.

Knowledge and skills to perform technology hardware troubleshooting.

Knowledge of and skills to effectively utilize, support and train on Microsoft Office applications, including Office365 and Exchange administrative support functions.

Knowledge of and skills in Active Directory

Knowledge and skills to create training and other reference materials, procedural documentation, and to deliver training to end-users.

Knowledge of and skills to support users for business process flows, software applications, reporting needs, system interfaces, and issue resolution.

Knowledge of network infrastructure support, including servers 2016 to 2019.

Ability to be a team player and provide individual contributions for assigned duties.

Ability to be organized, learn quickly, and embrace change and new information.

Ability to maintain confidentiality, privacy, and security of sensitive or protected information.

Must be sensitive to the service population's cultural and socioeconomic characteristics.

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