IT Associate Desktop support analyst

Job Title: IT Associate Desktop support analyst

Location: On Site - Mobile, AL

Duration: Full-Time

On call rotation

Altera Digital Health Managed Services located at Springhill Medical Center, Mobile AL.

Position: IT Associate Desktop support analyst

The IT Associate Desktop Support Analyst plays a critical frontline role in ensuring the smooth, day-to-day functionality of an organization’s technology environment. This position serves as a primary point of contact for end-users experiencing technical issues, helping to minimize disruptions to business operations and maintain productivity across the organization.

In this role, the analyst is responsible for troubleshooting and resolving a wide range of technical problems, including hardware malfunctions, software issues, system access concerns, and network connectivity challenges. By applying strong diagnostic skills and technical knowledge, they ensure issues are resolved efficiently, either independently or by escalating more complex problems to senior IT staff.

A key component of this position is delivering exceptional customer service. The IT Associate must communicate clearly and professionally with users of varying technical skill levels, demonstrating patience, empathy, and a solutions-oriented mindset. Building trust and maintaining positive relationships with end-users is essential to achieving high levels of client satisfaction.

Additionally, the role requires active participation as a collaborative team player within the IT department. The analyst contributes to team objectives by sharing knowledge, documenting solutions, and assisting colleagues when needed. They may also support system updates, device deployments, and process improvements, helping to enhance overall IT service delivery.

Success in this position depends on a combination of technical proficiency, strong interpersonal skills, attention to detail, and a proactive approach to problem-solving. By effectively balancing these responsibilities, the IT Associate Desktop Support Analyst ensures reliable technology support and contributes significantly to the organization’s operational efficiency.

Pre-employment Requirements:

• We are a drug free facility. Passing a pre-employment drug screening and background check is required.

Academic and Professional Qualifications:

• High School diploma required
• Bachelor’s degree is preferred but not required.
• At least two to four years of experience required in related field.
• ITIL or other relevant certifications preferred but not required

Experience:

• Strong technical knowledge, understanding of IT systems and networks.
• Excellent interpersonal, and verbal/communication skills.
• Team Player
• MAC and IOS products preferred
• Loading PC’s
• Trouble shooting issues
• Customer Service oriented

Incident /Technical Troubleshooting and Issue Resolution:

• Gather detailed information from end users about reported issue.
• Perform initial diagnostics and troubleshooting steps based on the information provided.
• Oversee timely and effective resolution of technical issues.
• Analyze trends in reported issues to identify and address common problems
• Escalate complex problems to appropriate support teams for resolution.
• Ensure & enforce best practices.
• Coordinate with other IT teams to ensure the fastest and most efficient resolution to critical problems.
• Develop and maintain comprehensive knowledge base to assist in incident resolution
• Document all actions taken and update the ticket with the status and resolution.

Ticket Documentation and Knowledge Base:

• Monitor the help desk ticketing system for new support requests.
• Prioritize and categorize tickets based on urgency and impact.
• Maintain accurate and up-to-date documentation of known issues, troubleshooting steps, and resolutions.
• Create or update knowledge base articles for common issues to facilitate self-service support.
• Share knowledge and insights with the team to improve overall efficiency and problem-solving.

Hourly Pay: $22.83. The salary range reflects the anticipated base salary for this position at the time of posting. Final compensation may vary based on factors including experience, skills, education