IT Support Analyst II

As the largest provider of PHP/IOP programs and psychiatric services in Illinois, Compass Health Center is one of the fastest-growing behavioral health organizations in the country. We are thrilled to expand our exceptionally innovative and highly distinguished programs that redefine our industry and raise the standard for comprehensive care.     

Launching in September 2023, our newest location in Silver Spring, MD, will be home to top local talent in behavioral health care. This interdisciplinary team of trailblazers will build our adolescent, and adult programs from the ground up alongside the leadership of well-established clinicians and doctors working in PHP/IOP behavioral health care for the past decade. We are building a team of the best operational talent to build our IT presence in Silver Spring.

The IT Analyst II provides user support to resolve issues with computer programs, hardware, and systems. In this role, support analysts may focus on a specific aspect of the IT department, such as Network Administration. i.e. Azure AD, Exchange, GPOS, etc, or they may provide general technical support to end users.  In any case, the support analyst examines issues with IT software, and equipment and develops and deploys solutions to keep computers working, and builds computers for new hires.

*This is a 100% on-site opportunity with the ability to earn Work From Home days after 6 months* 

Responsibilities will include, but not limited to:

• Day to day break fixes of all Compass equipment, including hardware and software.
• Hardware maintenance which includes printers, computers, monitors, phones, servers, etc.
• Software maintenance which includes MS Office suite, Symantec virus protection, Outlook, etc.
• Data room – Maintain data rooms for both locations.
• Licenses – Ensure all software licenses are current; Windows, Adobe, Outlook, VPN, etc.
• Account creation – New hires: AD, Outlook Suite Products, VPN and Phone Admin/Voicemail.
• Incident tracking – Maintain current records through FreshService ticketing system.
• IT equipment moves – Relocations, build-outs, moves between locations, etc.
• Equipment ordering – For new hires or when requested by staff (requires approval).
• Maintain inventory – Spare PCs, phones, printers, etc. Dispose of all retired equipment.
• Research new hardware and/or software that improves functionality.
• Point of contact for vendors: Wiring, printer maintenance, Chicago security system.
• Providing minor technical or operational training.
• Completing IT support logs and be available to work across teams on multiple technology/business projects.
• Provide training for junior staff/new hires within the technology group.
• On call for emergency issues or outages, and for proactive upgrades – nights and weekends.
• Flexible to work long hours including weekends as required and ability to travel on short notice for customer issues.

Qualifications (necessary skills and experience required):  

• Have a Bachelor’s Degree in Information Technology or Computer science.
• If no Degree, 3-5 years of experience in an IT Support or Technology Support requirement
• Have a strong passion for technology and ability to work in an adaptive environment.
• Ability to provide high level of customer service and enjoy helping people resolve their IT questions
• Ability to Create and Implement Procedures
• Team collaboration – support analysts tend to work within larger teams of IT professionals to resolve user issues, so effective collaboration within the department is essential.
• Organizational Skills/Attention to Detail/Effective Time Management Skills
• Honesty, Strong Verbal Communication Skills/Positive Attitude/Friendliness/Kindness/Compassion
• Knowledge of operating systems, office software, enterprise software, and server systems.
• Knowledge of remote desktop support systems including TeamViewer, RDP, LogMeIn, etc.
• Familiarity with networking systems and protocols.
• Time management – support analysts typically handle multiple user issues at once, so they should be able to effectively manage their time, set priorities, and resolve problems in a timely manner.