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QuadMed is looking for a seasoned Site Analyst to join our IT team. This is a hybrid role and will be required to come into the corporate office in Sussex, WI, a few days a week. This role will also travel nationally to our health centers as needed.

GENERAL PURPOSE OF JOB

This role focuses on the support, maintenance and operations of IT systems and related technologies. Responsible for maintaining a general understanding of domain knowledge for IT systems, related technologies and processes pertinent to assigned areas.  Effectively troubleshoot and perform root cause analysis in an attempt to resolve incidents by providing professional, courteous, timely and dependable communication with team assistance as needed.

KEY RESPONSIBILITIES

• Responsible for second level site support for QuadMed locations across the country.  Rotates on-call responsibilities, one week at a time, to provide 24/7 support to Level II support issues through call tracking software  
• Supports, configures and maintains a subset of IT hardware and software including network, server and telephony infrastructure
• Supports, configures, installs and maintains desktop equipment including desktop computers, laptops, printers, and other peripherals.  
• Manages IT assets within inventory system
• Installs and maintains printers, scanners and other peripherals
• Fulfills requests generated from the Request System on a timely basis
• Interfaces daily with the end user community
• Effectively manages multiple projects concurrently
• Works to improve current processes and support models through interdepartmental collaboration.
• Works closely with QuadMed IT and End User Support (Reference Line), tracking and maintaining support tickets through the software system
• Interfaces and partners with Technical Services departments on an as-needed basis  
• Works with Telecom, Networks, Servers, Security and Desktop Infrastructure Groups to ensure adequate knowledge base and established guidelines are maintained
• Troubleshoots support tickets for those issues that cannot be resolved over the phone when physical machine intervention is required
• Entrusted to exercise a high degree of discretion due to Administrator rights, access and exposure
• Some local travel required with the potential for out of state travel opportunities based on performance
• Mentors technical skill set of Site Analyst I representatives
• Other duties as assigned

JOB REQUIREMENTS

Education:  

• Associates degree in related field or equivalent IT experience required; Bachelor’s degree in related field or equivalent IT experience preferred

Experience:  

• Minimum one (1) year of experience in IT field preferred; 3+ years of experience in IT field preferred

Knowledge, Skills & Abilities:  

• Strong written, verbal and interpersonal communication skills
• Strong knowledge of Windows current Operating Systems and associated tools and utilities
• General experience and knowledge of network and desktop infrastructure
• Working knowledge of MS Office toolset
• Ability to train and transfer knowledge  
• Customer service oriented; must be able to interface with all levels of workforce  
• Must manage time effectively and adapt quickly to changing priorities by utilizing superior organizational skills
• Must be able to work independently Discretion and confidentiality are required; could be exposed to confidential information in their daily job duties when exposed to end users' accounts/drives, as well as personal health information (PHI)