IT Technical Analyst

The IT Technical Analyst is responsible for providing prompt technical support and customer service, service desk call and ticket troubleshooting, diagnosis and resolution for incidents and requests, end user workstation and device support and training, and assisting with technical projects for the corporate office, business units and community user base.

This position is required to participate in an on call rotation schedule. This position reports to the Senior Manager, IT Technical Services.

At LCS, experience is everything. We provide you the opportunity to use your talents in a progressive, growing organization that makes a positive difference in the lives of the seniors we serve. If you are seeking an organization that gives back, you’ll love working here. Our principles and hospitality promises define our company culture. LCS employees can be found participating in volunteer activities, getting involved in our committees or collaborating with team members in our innovative workspace.

You’ll find several opportunities to grow as a professional, serve the community, and enhance the lives of seniors.

• Provide exceptional customer service and technical support to end users across corporate and community locations through phone, email, in-person interactions, and remote support tools.
• Install, configure, troubleshoot, maintain, and support Windows operating systems, desktop and laptop hardware, software deployments, system upgrades, imaging processes, and break-fix activities.
• Support Microsoft 365 applications and services, including Outlook, Microsoft Office, Teams, One Drive, SharePoint, Edge, and basic Microsoft 365 administration such as mailbox, license, distribution group, and shared mailbox management.
• Administer user accounts and access throughout the employee lifecycle, including onboarding, role changes, terminations, password resets, account maintenance, and security group administration.
• Support endpoint management and security solutions, including antivirus, endpoint protection, disk encryption, device management platforms, and security best practices.
• Troubleshoot and resolve issues related to networks, VPN connectivity, printers, multifunction devices, mobile devices, and end-user peripherals such as monitors, webcams, docking stations, headsets, keyboards, and mice.
• Provide support for conference room and collaboration technologies, including Microsoft Teams Rooms, audio/video systems, and related equipment.
• Create, manage, document, and resolve service requests, incidents, and support tickets while ensuring accurate categorization and assignment of labor and billing information.
• Escalate and coordinate issue resolution with internal support teams, vendors, and third-party service providers as necessary.
• Contribute to the development and maintenance of knowledge articles, troubleshooting documentation, support procedures, workflows, and training materials to improve service delivery and operational efficiency.
• Assist with user education and technology training initiatives, promoting effective utilization of technology solutions.
• Identify opportunities to improve support processes, procedures, and customer experiences through continuous improvement efforts.
• Recognize and elevate potential security threats, phishing attempts, suspicious activities, and policy violations in accordance with established security protocols.
• Adhere to incident, request, change, and knowledge management processes and service level expectations.
• Participate in Technology Support Center (TSC) operational rotations, including phone support, email support, omnichannel support, project assignments, and other departmental responsibilities.
• Perform additional duties and…