IT Support Analyst

Location: Bloomfield Hills, MI

Department: IT

Type: Full Time

Min. Experience: Entry Level

THE COMPANY

Integra Partners is a leading, tech-enabled, healthcare benefit management company focused on community-based care. Integra has a core competency in Durable Medical Equipment (DME), Orthotics and Prosthetics (O&P), and works with providers and health plans to facilitate care for hundreds of thousands of patients each year.  We have experienced rapid growth with no slowdown in sight.

Our leadership team is amazing and focused on what really matters to our business - every employee, every experience, and every customer. With the right people, success is unbounded. This is a truly unique opportunity to take a position with a great company, surrounded by an awesome team.

In 2015, Integra’s management and Tufts Health Plan of Massachusetts acquired the business. Tufts Health Plan is one of the country’s leading, 5-star, private health plans providing healthcare to individuals and employer groups. Integra now operates as a separate financial investment and subsidiary of Tufts Health Plan with a separate board of directors and governance structure. Integra is an innovative and exciting company, with an entrepreneurial culture focused on teamwork and everyday excellence.

SCOPE AND RESPONSIBILITY

Given Integra's continued growth and momentum, the company is adding depth to its on-site IT Team. Reporting to the IT Manager, the IT Support Analyst will provide user-facing onsite support for 60+ staff in a Microsoft Windows / Office 365 environment. (S)he will coordinate with users, contracted Level 1/2/3 support, vendors, and IT management to diagnose and resolve software/hardware faults. (S)he will coordinate and communicate with all users in the event of planned changes, outages, and other downtimes; identify and coordinate broad user needs, pain points, and problems to IT management; record details of all changes, incidents, and service requests in ITSM tools for management, reporting, and auditing purposes.

KEY RESPONSIBILITIES AND ESSENTIAL FUNCTIONS

  • Quickly and professionally assess issues, take steps to diagnose, then resolve or escalate to other teams or vendors
  • Interact with various vendors (Managed Service Providers, telecommunications, data, etc.) and escalate issues to them directly as necessary
  • Active Directory administration tasks such as resetting passwords, unlocking accounts, and adding/removing group memberships
  • Installation of software
  • Initial setup and support of desktops, laptops, and mobile devices
  • Installation and support of computer peripherals and other devices, including VOIP handsets
  • Assist staff with use of onsite services such as printing/scanning/faxing and audio/video conferencing hardware and software
  • “Light” hardware maintenance on workstations, laptops, and other equipment including diagnosis, recommendation, repair, parts upgrades, and replacement as necessary
  • Monitoring of on-site services and resources, and success of backups and OS/application patching
  • Create and maintain technical and user documentation
  • Must be able to work flexible hours, including occasional overtime

TECHNICAL SKILLS

  • Bachelor's degree preferred or equivalent experience
  • Ability to configure, install, troubleshoot, and maintain workstations, laptops, and tablet PCs
  • Ability to setup and support Microsoft Windows 7-10, Office 365, Outlook, and other office productivity software
  • Knowledge of basic Active Directory concepts and tasks (users, groups, computers), with AD Group Policy a plus
  • Working knowledge of basic networking concepts (TCP/IP, DNS, DHCP, etc.) and troubleshooting steps
  • Knowledge of A/V and VoIP communication platforms, such as, Polycom, Zoom, Skype-for-Business, WebEx, etc. a plus
  • Must be willing and able to coordinate and communicate effectively as a member of the geographically diverse IT team
  • Must have strong customer service skills and the ability to deal diplomatically with a wide variety of personalities
  • Must have good verbal skills, be able to explain technical items to non-technical personnel, be able to understand a variety of instructions and problem statements, and be able to read and write functional technical documentation

EXPERIENCE

  • At least 1-3 years’ experience supporting Windows desktop/laptop PCs
  • Experience installing software, patches, updates on desktops and laptops
  • Experience troubleshooting basic network, software, printing problems
  • Experience troubleshooting hardware issues and replacing hardware on both desktop and laptop PCs
  • A+, MCP, MCITP or similar certifications are a plus
  • Must be detail-oriented with strong organizational skills
  • Demonstrate a commitment to a high level of customer service
  • Team Player, self-motivated, creative, goal-oriented

EMPLOYEE BENEFITS

  • Competitive compensation with bonus opportunity
  • 401(k) eligibility
  • Medical, Vision, Dental Benefits
  • Paid Time Off (PTO); able to start using acquired time 90 days after hire
  • Collaborative and engaging office environment
  • Opportunity to be a key member of a rapidly growing company
  • Company sponsored events (holiday parties, sporting events, team building activities)
  • Company and department specific trainings


It is the policy of Integra Partners to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Integra Partners will provide reasonable accommodations for qualified individuals with disabilities.

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