Associate Analyst, IT Support; On-Site

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Global Technology Solutions (GTS) at Res Med is a division dedicated to creating innovative, scalable, and secure platforms and services for patients, providers, and people across Res Med. The primary goal of GTS is to accelerate well‑being and growth by transforming the core, enabling patient, people, and partner outcomes, and building future‑ready operations.

The strategy of GTS focuses on aligning goals and promoting collaboration across all organizational areas. This includes fostering shared ownership, developing flexible platforms that can easily scale to meet global demands, and implementing global standards for key processes to ensure efficiency and consistency.

The position is a regular, full‑time hourly role classified as Level 3 management level, with 40 scheduled weekly hours and a 100% full‑time equivalent (FTE) workload. The role is non‑exempt and located in Moreno Valley, US. The primary function of the IT Support role is to provide technical assistance to employees encountering issues with hardware, software, networking, and other computer‑related technologies.

This includes logging and managing support requests using the JIRA or BMC Ticketing system, diagnosing and resolving problems according to documented procedures and performance indicators, and assisting with network infrastructure maintenance, new computer builds, and installation of services.

The IT Support Analyst acts as a communication bridge between end‑user support and backend services, coordinating endpoint service alignment. The role requires daily interaction with distribution center leaders, end users, and management to identify and resolve support requests, emphasizing strong communication, interpersonal skills, ownership, and accountability.

• Responding to and prioritizing incoming support requests via telephone, voicemail, email, and in‑person, addressing issues with hardware, software, networking, and related technologies.
• Logging and tracking issues in the JIRA or BMC ticketing system, adhering to service level agreements (SLAs), and maintaining problem documentation.
• Assisting with network account setup and maintenance in Active Directory (AD), Multi‑Factor Authentication (MFA), and Exchange within an ISO‑compliant environment.
• Troubleshooting and resolving user problems, escalating more complex issues as needed.
• Imaging computers to company standard builds and contributing to image updates.
• Supporting audio/visual equipment, conference rooms, and network hardware including phones, projectors, and video conferencing tools.
• Troubleshooting warehouse equipment such as RF barcode scanners, Zebra label printers, and other peripherals.
• Learning and supporting Distribution Center equipment functionality and configuration.
• Communicating issues and facilitating escalation processes during incidents or outages, collaborating with peers and incident management teams.
• Providing status updates to management and building relationships with warehouse operations by understanding workflows.
• Writing and revising user instruction materials and backend process documentation.
• Participating in project‑oriented tasks for service improvements and changes.
• Working flexible hours between 6:00 AM and 6:00 PM, including weekends, holidays, and on‑call rotations as needed.
• Traveling up to 5–10% of the time.

Candidates should be enthusiastic self‑starters with problem‑solving skills, mental agility, and the ability to quickly make an impact. They must demonstrate grit, initiative, fast learning ability, and effective teamwork. Solid business acumen, attention to detail, and a big‑picture perspective are important, along with the ability to work autonomously and flexibly while delivering results.

• A minimum of five years of experience supporting client desktop environments, especially Microsoft desktop operating systems and application suites, is required. Experience with Windows 10, 11 and MAC environments, installation and maintenance of LAN/Desktop hardware and software including Microsoft Office 2013/2016 and M365 suite, and multiple hardware platforms are essential. Skills in…