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Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.
We are looking for a highly motivated and customer-oriented IT Support Analyst to join our dynamic IT support 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 Overview
This 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.
Job Responsibilities :
- Provide technical support to end-users via phone, email, or in-person, addressing hardware, software, and network-related issues.
- Diagnose and resolve technical problems, escalating complex issues to appropriate teams when necessary.
- Install, configure, and maintain computer systems, software, and peripherals.
- Assist with user account management, including creating, modifying, and disabling user accounts as per company policies.
- Collaborate with other IT teams to ensure timely resolution of incidents and requests.
- Document all support activities, including ticket creation, troubleshooting steps, and resolutions, in the ticketing system.
- Maintain an up-to-date knowledge base by documenting known issues, workarounds, and solutions.
- Document support activities, contribute to knowledge management, and collaborate with other IT teams to ensure timely incident resolution.
- Conduct user training sessions to enhance their understanding of technology and promote self-service options.
- Participate in IT projects and initiatives, providing technical expertise and support as required.
- Stay updated with the latest technologies, industry trends, and best practices in IT support.
Desired Skills, Experience & Qualifications:.
- Prior experience of 1 year in providing technical support in a professional environment.
- Strong knowledge of Windows and Mac operating systems, Microsoft Office Suite, and common business applications.
- Familiarity with network protocols, hardware, and troubleshooting techniques.
- Excellent problem-solving and analytical skills, with the ability to diagnose and resolve technical issues efficiently.
- Excellent communication skills, both verbal and written, with the ability to explain technical concepts to non-technical users.
- Customer-focused mindset with a passion for delivering exceptional customer service.
- Ability to work independently and collaboratively in a fast-paced environment.
- Strong problem-solving skills and a customer-centric mindset are essential for success in this role.
About athenahealth
Here’s our vision: To create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.
What’s unique about our locations?
From an historic, 19th century arsenal to a converted, landmark power plant, all of athenahealth’s 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 — plus numerous remote employees — 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? That’s another story. athenahealth develops and implements products and services that support US healthcare: It’s our chance to create healthier futures for ourselves, for our family and friends, for everyone.
Our vibrant and talented employees — or athenistas, as we call ourselves — 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 — 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 athenahealth’s Corporate Social Responsibility (CSR) program, we’ve 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 — 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.
