Desktop Support Analyst

The Desktop Support Analyst is responsible for delivering responsive, high-quality technical support for company desktops, laptops, mobile devices, and peripherals across CRH Healthcare locations. Serving as an on-site and remote resource for IT Helpdesk tickets, this role is central to maintaining the reliability and security of end-user computing environments. The ideal candidate brings strong troubleshooting skills, a customer-first mindset, and the ability to adapt quickly in a fast-paced healthcare setting. What You Will Do: End-User Support & Hardware

• Deploy, configure, and maintain company desktops, laptops, tablets, and peripherals for onboarding and hardware refresh cycles
• Provide Tier 1 and Tier 2 technical support via remote connection tools, phone, and on-site visits
• Troubleshoot Windows 11 and Microsoft 365 issues including performance, connectivity, and application errors
• Assist in maintaining accurate hardware inventory and asset tracking records

Software & Application Administration

• Support third-party applications including Electronic Medical Records (EMR), email platforms, intranet tools, etc.
• Support Microsoft 365 apps for Business including Teams, SharePoint, OneDrive, and Exchange Online
• Assist in the deployment and management of endpoint security tools (antivirus, endpoint detection & response)
• Support and maintain the hosted PBX business phone system and related telecommunications tools
• Participate in software rollouts, patch management cycles, and endpoint configuration via group policy or MDM

IT Operations & Collaboration

• Log, document, and track all support requests through the IT ticketing system; adhere to SLA targets
• Escalate complex issues to appropriate Tier 3 or vendor support, providing thorough documentation of troubleshooting steps
• Serve as a liaison between end users, IT team members, and management - communicating clearly on ticket status and resolution timelines
• Assist with IT projects, technology rollouts, and infrastructure upgrades as directed
• Contribute to and maintain the IT knowledge base and internal documentation library
• Support after-hours or weekend coverage during system events or critical incidents
• Perform other duties as assigned

Work Environment & Physical Requirements

• Primarily remote based in the Atlanta, GA area
• Travel to CRH clinic locations in Georgia, Florida, and Maryland will be required as needed
• Ability to lift and move IT equipment up to 40 lbs
• Extended periods of sitting and computer use

Do you have experience in VPN management?, Do you have a Bachelor's degree?, * 3-5+ years of hands-on IT support experience in a corporate or healthcare environment

• Strong expertise with Windows 11 and Microsoft 365 (Outlook, Teams, SharePoint, OneDrive, Word, Excel)
• Proven ability to diagnose and resolve hardware, software, and network connectivity issues
• Experience supporting remote users via remote desktop tools (e.g., TeamViewer, Quick Assist, Splashtop)
• Strong customer service orientation with excellent verbal and written communication skills
• Ability to manage and prioritize multiple tickets and projects simultaneously with minimal supervision
• Bachelor's degree in Information Technology, Computer Science, or a related field - or equivalent work experience

Preferred

• Familiarity with ITIL framework and IT service management best practices
• Exposure to healthcare IT environments and EMR platforms (e.g., Experity, Epic, eClinicalWorks, Athenahealth)
• Experience with PowerShell scripting for automation and administrative tasks
• Knowledge of basic networking concepts (DNS, DHCP, VPN, TCP/IP)
• Microsoft certifications (MD-102, MS-900, AZ-900) or CompTIA A+/Network+ are a plus
• ITIL Foundation certification is a plus

Founded in 2012, CRH Healthcare (CRH) owns and operates in three regions. While each region has different brands, each brand is operated with the same quality focus on patients. Whether it is making it easy to find a center, providing a seamless registration experience, having state-of-the-art equipment and labs, or providing top-of-the-line evidence-based treatments, we ensure that it happens consistently throughout each of our brands. Our mission is to deliver the perfect patient experience every time.