Support Analyst - Tier 1

Job Title: Support Analyst Tier 1Department: Information TechnologyReports To: IT Service Desk Manager / Director of IT ServicesFLSA Status: Non-Exempt, The Support Analyst Tier 1 provides first-level technical support to staff in a home health environment, ensuring reliable access to systems, applications, and devices critical to patient care and business operations. This role is responsible for troubleshooting common technical issues, providing exceptional customer service, and supporting compliance with HIPAA and healthcare IT standards., Provide support for desktops, laptops, mobile devices, printers, and peripheral equipment used in field and office environments. Provide first-level support for password resets, account access, Microsoft 365 issues, and basic troubleshooting. Provide first-level support for healthcare applications, including login issues, and access-related requests. Document incidents, service requests, and resolutions in the IT ticketing system with accuracy and detail. Assist with onboarding and offboarding activities, including account creation, access requests, and equipment deployment. Maintain accurate inventory records for assigned hardware and technology assets. Maintain compliance with HIPAA and company data privacy/security policies. Participate in limited evenings, weekend, or after-hours support rotations as needed. Contribute to knowledge base articles and standard operating procedures for Service Desk operations. Escalate unresolved, advanced, or infrastructure-related issues to Tier 2 support.

Associate degree in Information Technology or related field preferred. Equivalent technical training, certifications, or relevant work experience may be substituted. 0-2 years of experience in IT support role preferred. Familiarity with Active Directory, Microsoft 365, and remote support tools. Knowledge of healthcare applications (EHR/EMR) is a plus.

Skills & Competencies:

Strong troubleshooting and problem-solving skills for common hardware, software, and connectivity issues. Demonstrates patience, professionalism, and empathy when assisting users in a fast-paced healthcare environment. Excellent communication and customer service skills with the ability to support non-technical staff. Ability to prioritize and manage multiple service tickets in a fast-paced environment. Detail-oriented, dependable, and initiative-taking in identifying recurring issues. Collaborative with a strong sense of accountability and urgency.

Full-time, primarily onsite with potential hybrid/remote support depending on company policy. Occasional travel to branch offices or patient care sites to provide technical support.