Technical Support Analyst

NorthStar Technology Group, a steadily growing IT services company, is seeking a full time Technical Support Analyst to assist with remote and onsite support.  What sets us apart?  Many technical support roles entail working with a single program or service, but not here.  We offer an empowering team environment working with diverse client systems and technologies that allow you to expand your current skill set at an accelerated pace!

NorthStar Technology Group also offers a competitive benefits package including health, life, and disability insurance; retirement plan with employer contribution; paid time off; and a casual work environment.

Requirements:
• An Associate or Bachelor degree in an IT or networking field
• 3-4 years’ experience in a technical support role

Position Summary:
Provide remote and onsite technical support for services provided by NorthStar Technology Group.  Applicants with healthcare IT experience strongly preferred.  This includes familiarity with electronic health records systems and HIPAA best practices and standards.

Essential Job Functions:
1.  Technical Support
• Interact with Clients by providing onsite and remote troubleshooting and problem resolution
• Monitor helpdesk queues for newly submitted requests
• Hardware and software installations/updates completed as needed
• Complete Client follow ups within designated timeframes to ensure onsite and vendor response in accordance with current procedures
• Periodic status updates on open support tickets in accordance with client’s service level agreement
• Timely resolution of technical support issue or escalation to senior technical support analysts 

2.  Documentation
• Ensure all issues are logged as tickets in service desk system
• Ongoing creation of knowledge base articles
• Update Client system/process documentation as needed

3.  Ongoing Training
• Stay current with system information, changes, and updates
• Training on new Clients or processes as needed
• Skill set building and applicable training as opportunities arise 

4. Projects
• Assistance with basic implementation projects based on skills/experience
• Self project management - project plan creation and resource allocation - most projects are simple not requiring extensive people resources

5. Managed Services
• Assistance with automation and delivery of managed services - patches, alerting, scripting, remediation, reporting