Information Technology (IT) Service Desk Analyst Level 1

In this role, you will be responsible for providing technical support and assistance to the Sisters and associates, troubleshooting software and hardware problems, and ensuring timely resolution of IT issues.

• →Provide technical support and assistance to associates in person or via phone or email.
• →Troubleshoot and resolve hardware and software issues, including desktops, laptops, printers, thin clients, and mobile devices.
• →Install, configure, and maintain software applications and operating systems.
• →Provide support for audiovisual equipment and conferencing systems.
• →Perform system administrative functions that include user accounts, permissions, and access rights additions, changes, and deletions.
• →Collaborate with Franciscan IT team members to escalate and resolve complex technical issues.
• →Travel to other communities as needed to support IT initiatives and infrastructure maintenance.
• →Document and track IT support requests and resolutions using a ticketing system.
• →Provide training and guidance to associates on IT-related topics.
• →Able to provide support for security camera systems and phone systems.
• →Maintain knowledge of current IT trends and technologies.
• →Assist with IT projects and initiatives as assigned.
• →Perform other duties as assigned.
• →Comply with all policies and procedures and any updates.

• Proven experience working in a help desk or technical support role.
• Knowledge of Windows operating system.
• Experience with troubleshooting hardware and software issues.
• Familiarity with network concepts, protocols, and security.
• Excellent communication and customer service skills.
• Ability to work independently and prioritize tasks effectively.
• Experience with the following systems is preferred: Outlook, Active Directory, Windows Server, Microsoft Office Suite, DNS, DHCP, basic LAN, ticketing system (ConnectWise), remote support tools

Travel: Limited travel to communities required