IT Support Analyst

IT Support Analyst

Under the supervision of the Sr. Director – Operational Support, Innovation & Rehab and/or Manager – PACE IT Services, the IT Support Analyst is responsible for technical and hardware support of PACE Southeast Michigan staff and facilities. This includes but is not limited to hardware procurement and assignment/inventory, upgrades, equipment set‑up, detection and resolution of technical problems, and training of users for basic tasks and functions.

Will require ongoing communication and collaboration with Henry Ford Health System IT technical support team and related areas for issues of system integration, email and , and other client management functions related to system being hosted on their servers. Collaborates with other team members including EMR Administrator, IT Application Specialist, training specialists, human resources, and other key leaders.

• Act as liaison between PACE and HFHS IT, attending required meetings at each for seamless integration of operation functions to include:
• Account/email set‑up
• Hardware ordering/procurement
• HFHS IT system updates/changes
• Explore and provide solutions to customer IT problems, performing diagnostic tests and troubleshooting where needed. This includes phone, virtual, email, and on‑site support.
• Develop and implement downtime procedures where needed, providing education to key staff for processes to be followed.
• Order, install, and track IT assets assigned to PACE locations and users; provide hardware maintenance and updates when needed to ensure efficient operations.
• Make recommendations for hardware and software updates/upgrades as appropriate in a proactive manner.
• Use helpdesk/IT ticketing system to track and complete all requests and provide reports as requested to ensure resolution of issues, trending of problems, and other data as needed.
• Recommend, install, and maintain related peripherals including but not limited to docking stations, printers, external storage devices, and diagnostic tools.
• Maintain applications/websites for clients.
• Communicate with users/customers in a manner that ensures understanding and problem resolution.
• Other duties as assigned.

• Ability to collaborate with other IT team members both within company and affiliated health systems.
• Ability to function with limited supervision, prioritizing multiple demands and achieving deadlines.
• Able to teach staff of different levels basic computer skills including account and email access.
• Adept at IT problem‑solving, technical support, and resolution of related issues for all user levels.
• Keeps current with IT equipment trends, software including MS Office and other related technical issues.

• Associate degree in computer science, networking, programming, or related technical degree. May consider extensive equivalent experience with documentation and technical certifications.
• 2+ years healthcare IT experience.
• Knowledge of help‑desk operations/processes.

• Primary office environment with long periods off sitting/computer use.
• Participant care environments at multiple sites with potential exposure to communicable diseases.
• Limited noise, temperature fluctuation and dust are possible.
• Reliable transportation for work on‑site at all PACE SEMI locations.
• Frequent bending, lifting, walking, and other physical demands associated with set‑up of IT equipment and user workstations up to fifty (50) pounds.