Technical Support Analyst

Position Title: Technical Support Analyst 

Location: Lombard, IL (Hybrid - 3 days in office, 2 days WFH)

Type: Full Time

Pay Range: $50,000-$60,000

Benefits:

- Medical, Dental and Vision Benefits.

- 401(K) plan with company matching.

- Earned Time Off (ETO).

- Complimentary Fitness Membership.

- Pet Insurance.

Position Purpose/General Summary:

Under general direction designs, supports, maintains, implements, and evaluates computer networking systems and core business systems.  Provides and assists with technical support, training and direction to company staff using computer equipment and applications. Installs tests and resolves problems with computer hardware and software; performs related duties/tasks as required.  

Essential Duties and Responsibilities:

1.    Manage support requests via Power Wellness Support Center ticketing system.

2.    Provide Level 1 and 2 technical support to all team members locally and remotely via phone and remote software.

3.    Manage the day-to-day operations, including the management of new/change user requests and system incident resolution.

4.    Follow, complete and document company system maintenance regiment.

5.    In depth support of Microsoft Office suite in a mixed Windows and Mac operating system environment.

6.    Install, support and troubleshoot desktops, laptops, printers, and other technologies/peripherals. 

7.    Provide excellent customer service, organizational and project management skills

8.    Update and maintain all pertinent Information Systems / Technology documentation

9.    Perform liaison functions between Power Wellness, team members, customers, consultants and vendors.

10.    Maintain and ensure compliance of all policies, guidelines, service levels and procedures, as established by Power Wellness.

11.    Oversee and assist with all computer and software related acquisitions and maintenance.

12.    Research, recommend and implement enhancements to the current IS systems.

13.    Ensure the security of Power Wellness company data.

14.    Maintain knowledge of current technologies relating to Information Systems and awareness of business-related trends, advances, and improvements.

15.    Maintain working knowledge of the company’s computer systems and core software.

16.    Facilitate issue escalation and provide assistance during Disaster Recovery/Business Continuity efforts.

17.    Promote compliancy on every level with all federal, state, and local laws.

18.    Create and promote the company image through the exercising of sound and ethical business practices.

19.    Represent the company in a professional manner.

20.    Participate in after hours “on call” rotation.

21.    Maintain a positive and professional demeanor during interactions and in on-going work-related relationships with all persons at the centers; including but not limited to members, guests and co-workers as provided in the team member behavior standards. 

22. Out-of-state travel up to 20% of total annual work hrs.

23. Other duties as assigned.

Qualifications:

- Minimum Education of associate’s degree in an information technology related field or a minimum of two years’ experience performing the duties equivalent to the class of Technical Support Analyst.

- Bachelor’s Degree in an information technology related field preferred.   

- CompTIA A+ or equivalent certificate.   

- Prior experience supporting, implementing and/or administering Microsoft Windows and Mac OS systems and software suites. 

- Must possess strong analytical and troubleshooting skills.