Analyst I, IT Support

Concentra is recognized as the nation’s leading occupational health care company.

With more than 40 years of experience, Concentra is dedicated to our mission to improve the health of America’s workforce, one patient at a time. With a wide range of services and proactive approaches to care, Concentra colleagues provide exceptional service to employers and exceptional care to their
employees.

The Analyst I, IT Support will provide expert technical support and incident analysis for a diverse range of end-user systems. This position will play a vital role in ensuring business continuity by minimizing user disruption, gathering precise information, and contributing to the knowledge base to prevent recurring
issues.

• Provide clear instructions, technical guidance and effective white-glove service to non-technical users to facilitate problem resolution for Windows, Citrix, and mobile devices.
• Ability to clearly and concisely document information while handling support incidents, including the logging, follow up, updating and closing of incidents, tasks or chats assigned through Service Now.
• Responsible for the timely and thorough completion of customer help requests by taking ownership and seeing each task through to the customers satisfaction.
• Configure and deploy thin clients, laptops, and desktops.
• Coordinate managed service providers for the successful delivery of technology services in support of our operating business needs.
• Provide dedicated, high-priority technical support and meeting support for senior executives and VIPs.

Education Level: Associate Degree
Major: Computer Science, Information Technology
Degree must be from an accredited college or university.

Job-Related Experience

• Knowledge of Windows OS endpoint management.
  
• Experience with virtualization technology and thin client management.
  
• Working knowledge of Microsoft O365
  
• Familiarity with VPN solutions and remote access technologies.
  
• Strong troubleshooting and problem-solving skills.
  
• IGEL UMS (Universal Management Suite Console) system or related console experience.
  
• Excellent documentation and communication abilities.
  
• Ability to work in a fast-paced environment and manage multiple priorities.

Job-Related Skills/Competencies

• Concentra Core Competencies of Service Mentality, Attention to Detail, Sense of Urgency, Initiative and Flexibility
  
• Ability to make decisions or solve problems by using logic to identify key facts, explore alternatives, and propose quality solutions
  
• Outstanding customer service skills as well as the ability to deal with people in a manner which shows tact and professionalism
  
• The ability to properly handle sensitive and confidential information (including HIPAA and PHI) in accordance with federal and state laws and company policies
  
• Ability to Influence: Works with leaders and team members to drive change and influence decision making by using objective metrics, comprehensive viewpoints, and strong partnerships.
  
• Analytical Skills: Works with leaders and team members to drive change and influence decision making by using objective metrics, comprehensive viewpoints, and strong partnerships.
  
• Critical Thinking: Uses logic and reasoning to identify the strengths and weaknesses of alternative
  solutions, conclusions, or approaches to problems.
  
• Drive to Perform: Identifies and accomplishes challenging objectives or personal goals. Works effectively with others to achieve goals. Looks for and takes advantage of opportunities. Maintains a high level of interest and enthusiasm.