Sr. Support Analyst

Title/Position: Sr. Support Analyst

Department or Business Unit: IT

Reporting Structure: Manager Technical Services

Employment Type: FTE

Exemption Status: Non-Exempt

Min. Experience: Mid-level

Travel Required: Local Travel

Location: Lynchburg, VA

Overview of the Role:

Privia’s IT Service Desk provides full-service support to our employees and healthcare providers across the country. Privia’s clinicians, office staff, and corporate employees call on the Servicedesk for support for everything from PCs, printers, network, and other hardware to software applications.

Under minimum supervision, this customer facing position offers a unique opportunity to expand skill sets and work across a broad range of IT infrastructure responsibilities. This includes hardware, software and general systems support for end user computers, corporate voice communications and corporate video conferencing services. The position requires resources to be within the geographic market assigned. Role is a full remote position and essential for supporting Care Center end user devices and primary point contact for dispatch when remote support is not possible.

You will be innovative, energetic, and able to adapt to new processes and procedures quickly while dealing with a high volume of requests. You will also be committed, flexible, and have demonstrated ability to maintain high levels of productivity while maintaining quality support. These technicians research and resolve the most complex issues that other help desk levels have been unable to fix.

Primary Job Duties:

Accountable and responsibility for most any technical problems while also mentoring junior members through investigation, resolution, teaching, and documenting.

Able to estimate work effort, plan, organize time, and foster a collaborative attitude

Help develop, implement and maintain policies, procedures and documentation for the Ops Team to improve first touch resolution along with being a primary point-of-contact on all IT Ops related incidents or outages.

Identify and recommend potential best practice standards and procedures to be used across market enterprise

Demonstrate and represent a high bar of service quality across the Ops Team with the projects/tasks you have been assigned for new Care Center go-lives.

Desktop/hardware set-up and troubleshooting

Provide project status on a regular basis to project manager or coordinator.

Tackle infrastructure projects ranging from performance and scalability improvements, all the way to network and security issues.

Assists in the creation, documentation, and maintenance of hardware and software standards, including baseline images.

Participate in ongoing process and documentation refinement in order to maintain operational effectiveness

Minimum Qualifications:

5 to 7 years of work-related experience in healthcare preferred

Experience working in a remote workforce culture is a plus

Strong understanding of Google Apps, ConnectWise and Salesforce

Knowledge and experience with core infrastructure such as Active Directory, Group Policy, Windows, WDS, Hyper-V, DFS).

Understanding of networking concepts such as DNS, DHCP, SSL, OSI Model, Firewalls, and TCP/IP.

Ability to support mobile devices and VPN access and configuration

Must have a high degree of initiative and sound judgment in relation to complex technical situations. Displays creative ability in formulating and developing solutions to problems and user requests.

Able to lift 50lbs.

Technical Requirements:

In order to successfully work remotely, supporting our patients and providers, we require a minimum of 5 MBPS for Download Speed and 3 MBPS for the Upload Speed. This should be acquired prior to the start of your employment. The best measure of your internet speed is to use online speed tests like https://www.bing.com/search?q=speedtestopens in a new window. This gives you an update as to how fast data transfer is with your internet connection and if it meets the minimum speed requirements. Work with your internet provider if you have questions about your connection. Employees who regularly work from home offices are eligible for expense reimbursement to offset this cost.