OrthoVirginia, Virginia's largest provider of expert orthopedic and therapy care, is currently seeking a full-time, experienced End User Support Analyst to join our team! Along with a collaborative, team-oriented work environment, our outstanding employment package includes: competitive salaries, excellent medical, dental, and vision benefits, paid time off (PTO), a generous 401k incentive plan, short-term and long-term disability insurance, life insurance, and a company-wide wellness program.

Position Summary

IT Support Analyst will provide frontline primary level I technical support to end users within OrthoVirginia. This individual will be focused on various technical issues and problems related to hardware, software and peripherals. The IT Support Analyst must have excellent problem-solving skills to diagnose, evaluate and resolve complex problem situations or when appropriate escalate to the appropriate IT staff. This position will support multiple platforms including desktops, laptops, mobile devices and videoconferencing equipment both remotely and onsite as needed. The IT Support Analyst position may require working independent, sharing information and working as a team to complete the tasks assigned. This individual may also be involved in larger (state) projects and tasks either individually or as part of a larger team.

Primary Functions & Accountabilities

Tier I:

• Answer Helpdesk calls and document issue and resolution in ServiceNow Incident ticketing system

• Monitor and respond quickly and effectively to requests received through the IT Helpdesk
• Install, test and configure new workstations, peripheral equipment, and software

• Provide exceptional customer service in person, by phone or through email as appropriate while engaging with end users or providers
• Resolve help desk issues including troubleshooting hardware and software issues onsite or remotely
• Provide support to end users working remotely and mobile devices
• Able to escalate issues that are not easily resolved
• Assist other team members as needed
• All other duties as assigned

Knowledge, Skills & Abilities

• Excellent patient-focused customer service
• Deep understanding of ambulatory clinical workflow and/or medical field operations
• Excellent Troubleshooting and Communications Skills
• Understanding of Healthcare technologies in general
• Knowledge of Windows Operating Systems 7/2010, Microsoft Office 365, Citrix, Printing, and Scanning

Position Requirements

• Associates Degree or higher in Computer Science and/or equivalent work of college experience preferred.
• 2 years' experience in healthcare IT preferred