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Role Description

Join the Upstream Rehabilitation team where your work truly makes an impact! As a Senior Service Desk Analyst, you will be a key partner in providing exceptional technical support to our internal teams by:

• Providing technical support for computers, software, hardware, and network issues.
• Responding to incoming tickets and escalations, ensuring timely and effective resolution.
• Troubleshooting problems by running diagnostics, asking clarifying questions, and walking users through solutions.
• Installing, repairing, and configuring hardware, software, and peripherals.
• Supporting PC setup and deployment for new employees using standard images and tools.
• Maintaining system performance, inventory of equipment/software, and accurate documentation.
• Training users on new hardware and software and following up to ensure issues are fully resolved.
• Assigning appropriate user groups in Active Directory.
• May require some travel to clinics.
• Other projects and duties as assigned.

Qualifications

• Associate’s degree in Information Systems or a related field.
• 1+ years of experience in a Service Desk or technical support role.
• Strong working knowledge of Windows 10/11, Microsoft Office 2019/365, and VPN technologies.
• Ability to evaluate technical issues, prioritize tasks, and determine effective solutions.
• Strong decision-making, problem-solving, interpersonal, and communication skills, with the ability to support users at all levels of the organization.
• Demonstrated ability to manage multiple tasks in a fast-paced environment.
• Excellent organizational and time-management skills.
• Ability to handle sensitive and confidential information with discretion.

Requirements

• Relevant certifications such as A+, HDI-CSR, HDI-DST, Network+, or MCP.
• Experience with Active Directory administration (user accounts, groups, permissions).
• Hands-on experience troubleshooting and repairing PCs, printers, and mobile devices.
• Familiarity with broadband technologies (cable, DSL, fiber) and basic network connectivity troubleshooting.

Benefits

• Annual paid Charity Day to give back to a cause meaningful to you.
• 100% employer paid medical health insurance premium option available.
• Dental and Vision insurance.
• 401(k) with company match.
• Generous PTO and paid holidays.
• Supportive team and leadership invested in your success.