Evergreen Healthcare Partners · 14 hours ago
IT Desktop Support Analyst
Middleton, WI
Full-time
Hybrid
Entry, Mid Level
2+ years expEvergreen Healthcare Partners is dedicated to improving healthcare through authentic partnerships. The IT Desktop Support Analyst serves as the first point of contact for end-user technology support, providing Tier 1 assistance and troubleshooting various IT issues to ensure employee productivity.
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Responsibilities
Serve as the first responder for IT incidents and service requests in alignment with Evergreen’s established SLAs
Resolve Tier 1 Microsoft 365 issues, including user access, licensing, email, and collaboration tools
Troubleshoot hardware, software, access, and productivity issues, escalating as appropriate
Support and maintain home office LAN/WLAN connectivity
Support meeting room and presentation technology, including audio and Teams Room systems
Log, track, and update incidents and service requests in the IT service management system in accordance with documentation standards
Communicate clearly and professionally with users, providing timely updates and managing expectations
Provision, configure, and support laptops, virtual desktops, peripherals, and meeting room technology in accordance with established standards
Maintain accurate IT assets and license inventory
Identify recurring device or application issues and recommend configuration or standardization improvements
Support endpoint compliance and device health within defined security and configuration standards
Execute user set-up and access changes, including Microsoft 365 account provisioning and license assignment, based on defined access standards
Complete user offboarding activities in coordination with HR and IT Systems Administrator
Escalate access exceptions or non-standard requests for review and approval
Validate access requests for completeness and alignment with role requirements prior to execution
Support timely resolution of access-related issues during onboarding and role changes
Create and maintain end-user documentation and self-service resources for common IT and Microsoft 365 issues
Identify recurring issues and recommend processes, documentation, or automation improvements
Conduct initial analysis to determine potential IT or process solutions for logged incidents or enhancements
Escalate system-level, security-related, or tenant-wide Microsoft 365 issues to IT Systems Administration or Cybersecurity Engineer as appropriate
Escalate data, integration, or reporting issues to the Data & Interface Engineer
Support incident response communications and user updates as needed
Uphold Evergreen’s mission (Create authentic partnerships that improve healthcare) and values (Care Personally, Extend Grace, Be Responsive, Take Ownership, Be Transparent, Innovate)
Build strong, trust-based relationships across Evergreen and with external partners, embracing radical candor through timely feedback and recognition
Communicate clearly and respectfully in meetings, one-on-ones, and day-to-day interactions to drive alignment and shared understanding
Contribute beyond your role by serving as a subject matter expert, participating in cross-functional initiatives, and supporting company-wide programs
Enable team and organizational growth by supporting colleagues, contributing to hiring and onboarding, and improving processes, policies, and ways of working
Qualification
Required
Candidates must be local to Madison/Middleton, WI area
2–5 years of end-user IT support experience in a hybrid or remote environment
Strong hands-on experience supporting Microsoft 365, including user accounts, licensing, email, collaboration tools, and basic access troubleshooting
Experience supporting endpoint devices, including laptop provisioning, peripherals, networking equipment, and audio-visual tools
Microsoft administration experience including Microsoft 365, Azure Active Directory, Intune endpoint management, security, SSO, etc
Ability to independently manage and resolve Tier 1 issues while knowing when to escalate to Systems Administration or Cybersecurity
Strong communication and customer service skills, with the ability to explain technical issues clearly and professionally to non-technical users
Ability to work independently with remote supervision while also providing hands-on, onsite support as needed
Excellent interpersonal skills and the ability to handle sensitive and confidential information with professionalism and discretion
Strong organizational, time-management, and prioritization skills, with high attention to detail
Ability to establish and maintain effective working relationships across teams and with external vendors
Preferred
Knowledge of cybersecurity best practices and experience supporting secure endpoint configurations and policy documentation
Basic to intermediate experience with Microsoft PowerShell
Exposure to supporting Azure Enterprise Applications and Microsoft 365 integrations in partnership with IT Systems Administration
Exposure to scripting or query languages (e.g. Python, or SQL) for learning, troubleshooting, or reporting purposes
Microsoft or industry certifications such as A+, Network+, Security+, MD-102, or other Microsoft 365 certifications
Demonstrated interest in learning new technologies and applying them to improve user experience and support processes
Company
Evergreen Healthcare Partners
It all starts with the idea that individuals matter and people make all the difference
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Drew Madden
Co-Founder and CEO
J
Jeff Leach
Co-Founder / SVP - Client Partnerships
Recent News
Healthcare IT News
2025-02-07
2025-01-06
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