The Service Desk Analyst plays a pivotal role in providing support to Aledade end-users and their technology needs. Operating from within the Service Desk team, this professional is responsible for efficiently addressing user support tickets, offering assistance for on-site technology issues, and providing remote support to end-users. Moreover, this role encompasses on providing audiovisual support during retreats and events held in diverse locations.

Primary Duties

• 1. Service Desk Ticket Management and Resolution:
• Utilize the JIRA Service Desk platform to manage incoming service requests efficiently.
• Triage and analyze various IT-related issues, including those related to operating systems, cloud services, software, and hardware.
• Provide exceptional in-person and remote support to end-users, addressing their technical queries and concerns.
• Prioritize incoming requests to ensure a swift and effective resolution.
• Appropriately escalate complex or critical issues to higher-level support teams or specialists.
• Maintain clear communication with end-users throughout the problem resolution process.
• 2. User access and hardware provisioning 
• User Account Creation and Modification:
• Take a central role in the creation of new user accounts, ensuring they have the appropriate access and permissions to meet their job requirements.
• Responsibly manage and maintain user accounts, including access modification, password resets, and role assignments.
• Hardware Procurement and Provisioning:
• Maintain hardware inventory, configure laptops in accordance with an established image.
• Assist with hardware inventory function, track assets, and support the distribution of hardware to end-users.
• Troubleshooting and Servicing:
• Support end-users in troubleshooting the hardware-related issues, offering timely and effective solutions to minimize downtime.
• Coordinate hardware servicing and repairs as needed, working closely with external service providers when necessary.
• Maintain accurate records of hardware issues and resolutions to facilitate future reference and improvements.
• Software Standards Implementation:
• Assist the IT team to implement software standards for operating systems and end-user workstations.
• Follow all established software deployments standards and best practices.
• 3. Onsite Audio / Visual management 
• Support Audio/Visual (AV) equipment and services for onsite meetings and retreats.
• Ensure the seamless setup, operation, and troubleshooting of AV systems, including projectors, sound systems, and presentation equipment.
• Assist event organizers with specific AV requirements and provide technical expertise to enhance the overall retreat experience.

Minimum Qualifications

• Service Desk Support Experience (2+ years experience minimum).
• Associate's Degree or equivalent experience in IT function (additional 2 years).
• Preferred: Google IT Support Certificate, ITIL Foundations, CompTIA A+, Network +, Apple certifications

Preferred Knowledge, Skills, and Abilities

• Active Directory Users and Computers experience.
• Okta user administration experience.
• Jamf Pro and Intune Endpoint Management.
• Audio/Visual conference equipment management & support experience (Crestron, Polycom, etc).
• Experience supporting large events and retreats from IT and AV perspective.
• Knowledge document creation experience

Who We Are:

Aledade, a public benefit corporation, exists to empower the most transformational part of our health care landscape - independent primary care. We were founded in 2014, and since then, we've become the largest network of independent primary care in the country - helping practices, health centers and clinics deliver better care to their patients and thrive in value-based care. Additionally, by creating value-based contracts across a wide variety of payers, we aim to flip the script on the traditional fee-for-service model. Our work strengthens continuity of care, aligns incentives, and ensures primary care physicians are paid for what they do best - keeping patients healthy. If you want to help create a health care system that is good for patients, good for practices and good for society - and if you're eager to join a collaborative, inclusive and remote-first culture - you've come to the right place.

What Does This Mean for You?

At Aledade, you will be part of a creative culture that is driven by a passion for tackling complex issues with respect, open-mindedness and a desire to learn. You will collaborate with team members who bring a wide range of experiences, interests, backgrounds, beliefs and achievements to their work - and who are all united by a shared passion for public health and a commitment to the Aledade mission.

In addition to time off to support work-life balance and enjoyment, we offer the following comprehensive benefits package designed for the overall well-being of our team members:

Flexible work schedules and the ability to work remotely are available for many roles

Health, dental and vision insurance paid up to 80% for employees, dependents, and domestic partners Robust time off plan 21 days of PTO in your first year 2 Paid Volunteer Days & 11 paid holidays

12 weeks paid Parental Leave for all new parents

6 weeks paid sabbatical after 6 years of service

Educational Assistant Program & Clinical Employee Reimbursement Program

401(K) with up to 4% match

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And much more!

At Aledade, we don't just accept differences, we celebrate them!   We strive to attract, develop, and retain highly qualified individuals representing the diverse communities where we live and work. Aledade is committed to creating a diverse environment and is proud to be an equal opportunity employer. Employment policies and decisions at Aledade are based on merit, qualifications, performance, and business needs. All qualified candidates will receive consideration for employment without regard to age, race, color, national origin, gender (including pregnancy, childbirth or medical conditions related to pregnancy or childbirth), gender identity or expression, religion, physical or mental disability, medical condition, legally protected genetic information, marital status, veteran status, or sexual orientation.

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