About Us:

Abax Health is dedicated to dramatically improving untapped revenue and patient access. Our vision is to ensure every loved one gets the care they need, when they need it, and our mission is to identify, quantify, and act on healthcare's untapped revenue.

We achieve this through industry-leading Artificial Intelligence software solutions that identifies untapped revenue, quantifies its financial impact, and acts on it using an automation-powered human concierge team to schedule patient care efficiently. Our team, with over 200 years of combined healthcare experience, is committed to solving these challenges and making healthcare better together.

Summary of Position:

The IT Support Analyst is responsible for acting as the first line of defense for the IT Department, managing incoming support tickets, escalating security and IT issues, performing data entry and system configuration, troubleshooting networks and systems. This role is essential in maintaining the integrity and efficiency of our IT operations.

Duties and Responsibilities:

First Line of Defense:

• Act as the first point of contact for the IT Department, providing initial support and guidance.
• Ensure excellent customer service by addressing user concerns promptly and professionally.

Ticket Management:

• Monitor and manage incoming support tickets in the ticketing system.
• Prioritize, categorize, and assign tickets to appropriate team members.
• Ensure timely resolution and closure of tickets.

Issue Escalation:

• Identify and escalate security and IT issues to senior team members as needed.
• Collaborate with other IT staff to troubleshoot and resolve complex issues.

Data Entry & System Configuration:

• Perform data entry tasks accurately and efficiently.
• Assist with system configuration and user access management.

Network & Systems Troubleshooting:

• Conduct network troubleshooting and resolve connectivity issues.
• Troubleshoot and support PC and Mac environments, including hardware and software issues.
• Perform systems troubleshooting to identify and resolve technical problems.

Preferred Qualifications/Experience:

• Associate’s or Bachelor's degree in Computer Science, Information Technology, or a related field. Equivalent experience can be substituted for educational qualifications, especially with a proven track record in relevant technical roles and demonstrated expertise in the required skills and technologies.
• 1-2 years of experience in an IT support or helpdesk role.
• Familiarity with ticketing systems and IT service management tools.
• Knowledge of cybersecurity best practices and compliance requirements.
• Exceptional problem-solving and decision-making abilities.
• Strong project management skills with a focus on delivering results on time.
• Ability to work with data, perform analysis, and learn new technologies.
• Strong knowledge of Windows and Mac operating systems.
• Basic understanding of network concepts and troubleshooting.
• Detail-oriented with strong organizational skills.
• Knowledge of networking principles, including routing and network architecture.
• Familiarity with AI and machine learning concepts can be beneficial.
• Excellent communication and interpersonal skills for effective collaboration with cross-functional teams.
• Experience with Active Directory and user management.
• Familiarity with security best practices and incident response.
• Knowledge of system configuration and access management.
• SQL knowledge and the ability to write and run queries.

Required Skills:

• Strong knowledge of Windows and Mac operating systems.
• Basic understanding of network concepts and troubleshooting.
• Familiarity with ticketing systems and IT service management tools.
• Excellent problem-solving and analytical skills.
• Ability to work independently and as part of a team.
• Detail-oriented with strong organizational skills.
• Exceptional communication and interpersonal skills.
• Experience with Active Directory and user management.
• Knowledge of system configuration and access management.
• Ability to handle multiple tasks and prioritize effectively.
• Strong customer service orientation and ability to provide technical support to non-technical users.
• Basic understanding of cybersecurity best practices and compliance requirements.
• Proficiency in data entry and system configuration tasks.
• Ability to learn new technologies and adapt to changing environments.

Preferred Skills:

• Salesforce
• Telephony Software Solutions
• PowerShell
• SQL
• ITIL
• Experience with SharePoint and Teams Administration
• Familiarity with Azure Active Directory
• Knowledge of security best practices and incident response

Required Software Skills:

• Atlassian Suite
• SQL Server Management Studio (SSMS)
• Microsoft 365 Admin Portal
• Microsoft Office Suites
• Microsoft Teams
• Microsoft Teams Admin Portal
• Web, PC & Mac Environment Troubleshooting

Preferred Software Skills:

• Jira Service Management
• Microsoft Azure Portal
• Adobe Suites
• Microsoft Power Automate
• PatchMyPC or other software patching solutions

Abax Health is an equal opportunity employer. We encourage applications from candidates of all backgrounds and experiences. If you have a passion for technology, leadership, and innovation, and you are ready to take on a strategic role in shaping the future of healthcare technology, we invite you to apply for the position of IT Support Analyst.