Information Technology Support Analyst II
Bethesda, MD
Technology – Security /
Full Time /
Hybrid
The Sr IT Support Analyst plays a pivotal role in providing support to Aledade end-users and their technology needs, with a focus on Executive Support & AV Technologies. This role is responsible for delivering proactive and reactive technical support to senior executives, ensuring their technology needs are met with efficiency, professionalism, and discretion. Operating from within the Service Desk team, this professional is also responsible for efficiently addressing user support tickets and providing remote support to end-users.
Primary Duties
- Executive IT Support: Provide prompt, confidential, and dedicated IT support to executive leadership for all hardware, software, and mobile device issues. This includes comprehensive troubleshooting for operating systems (Windows, macOS), Microsoft 365, and other critical business applications, as well as managing and supporting executive home office technology, as needed.
- Expert Audio-Visual (AV) Management for Executive Engagements: Deliver expert AV support for all executive meetings, presentations, and company events, encompassing both in-person and virtual formats. This involves setting up, testing, operating, and troubleshooting a wide range of AV equipment, including projectors, displays, video conferencing systems (Google, Zoom Rooms), microphones, and sound systems, ensuring seamless operation during critical events.
- Meeting Room Technology Configuration and Reliability: Configure and manage all meeting room technology to ensure ease of use and reliability. This also includes providing on-site support and technical assistance to guarantee the smooth functioning of audio and video components during important gatherings.
- IT Liaison, Inventory, and Documentation Management: Act as the primary liaison between executives and other IT teams for complex issues or project implementations. Additionally, maintain a comprehensive inventory of all executive IT and AV equipment and develop and maintain detailed documentation for all executive IT setups and AV systems.
- Proactive Technology Guidance and Support with Discretion: Provide ongoing training and guidance to executives and their support staff on technology usage. Stay current with emerging technologies to recommend solutions that enhance executive productivity and collaboration, while consistently exercising a high level of professionalism, confidentiality, and discretion in all interactions, potentially including after-hours or on-call support.
- IT Ticket Management and Resolution: Utilize the JIRA Service Desk platform to manage incoming service requests efficiently. Triage and analyze various IT-related issues, including those related to operating systems, cloud services, software, and hardware. Provide exceptional in-person and remote support to end-users, addressing their technical queries and concerns. Prioritize incoming requests to ensure a swift and effective resolution. Appropriately escalate complex or critical issues to higher-level support teams or specialists. Maintain clear communication with end-users throughout the problem resolution process.
Minimum Qualifications
- IT Support Experience (4+ years experience minimum), with a significant portion dedicated to supporting executive or VIP users.
- Bachelor’s Degree or equivalent experience in IT function (additional 2 years).
- Preferred: Google IT Support Certificate, ITIL Foundations, CompTIA A+, Network +, Apple certifications
Preferred Knowledge, Skills, and Abilities
- Strong technical knowledge of audio-visual systems and equipment, including video conferencing platforms, projectors, displays, microphones, and sound systems.
- Experience with setting up and supporting AV for live events and presentations.
- Familiarity with network connectivity issues and basic troubleshooting.
- Experience supporting large events and retreats from IT and AV perspective.
- In-depth knowledge of troubleshooting and supporting Windows and macOS operating systems.
- Proficiency in supporting Google and Office applications.
- Hands-on experience with configuring and troubleshooting mobile devices (iOS and Android).
- Active Directory Users and Computers experience.
- Okta user administration experience.
- Jamf Pro and Intune Endpoint Management.
- Knowledge document creation experience.
- Excellent problem-solving and critical thinking skills.
- Exceptional communication, interpersonal, and customer service skills with a strong executive presence.
- Ability to maintain composure and effectiveness in high-pressure situations.
- Demonstrated ability to work independently and manage time effectively.
- High level of discretion and ability to handle confidential information with integrity.
Who We Are:
Aledade, a public benefit corporation, exists to empower the most transformational part of our health care landscape - independent primary care. We were founded in 2014, and since then, we've become the largest network of independent primary care in the country - helping practices, health centers and clinics deliver better care to their patients and thrive in value-based care. Additionally, by creating value-based contracts across a wide variety of health plans, we aim to flip the script on the traditional fee-for-service model. Our work strengthens continuity of care, aligns incentives and ensures primary care physicians are paid for what they do best - keeping patients healthy. If you want to help create a health care system that is good for patients, good for practices and good for society - and if you're eager to join a collaborative, inclusive and remote-first culture - you've come to the right place.
What Does This Mean for You?
At Aledade, you will be part of a creative culture that is driven by a passion for tackling complex issues with respect, open-mindedness and a desire to learn. You will collaborate with team members who bring a wide range of experiences, interests, backgrounds, beliefs and achievements to their work - and who are all united by a shared passion for public health and a commitment to the Aledade mission.
In addition to time off to support work-life balance and enjoyment, we offer the following comprehensive benefits package designed for the overall well-being of our team members:
Flexible work schedules and the ability to work remotely are available for many roles
Health, dental and vision insurance paid up to 80% for employees, dependents and domestic partners
Robust time-off plan (21 days of PTO in your first year)
Two paid volunteer days and 11 paid holidays
12 weeks paid parental leave for all new parents
Six weeks paid sabbatical after six years of service
Educational Assistant Program and Clinical Employee Reimbursement Program
401(k) with up to 4% match
Stock options
And much more!
At Aledade, we don’t just accept differences, we celebrate them! We strive to attract, develop and retain highly qualified individuals representing the diverse communities where we live and work. Aledade is committed to creating a diverse environment and is proud to be an equal opportunity employer. Employment policies and decisions at Aledade are based on merit, qualifications, performance and business needs. All qualified candidates will receive consideration for employment without regard to age, race, color, national origin, gender (including pregnancy, childbirth or medical conditions related to pregnancy or childbirth), gender identity or expression, religion, physical or mental disability, medical condition, legally protected genetic information, marital status, veteran status, or sexual orientation.
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