End User IT Support Analyst

RiseMe; Amherst (MA); On-site; USD 49,000 - 87,000; Full time

Job summary

UMass Memorial Health is seeking a technically skilled IT support professional to serve on the front line, resolving end-user hardware and software issues across PCs, laptops, printers, and mobile devices. You will configure devices, manage software deployment, and ensure timely problem resolution with strong customer communication.

The role emphasizes operating in a fast-paced health-system environment with emphasis on patient care and operational reliability.

Qualifications

• High school diploma or equivalent is required.
• Associate’s degree is preferred.
• Certifications such as CompTIA A+ or MCP are a plus.
• Two years of technical customer service experience is required.
• Experience with Windows OS, IOS, and TCP/IP networking is beneficial.

Responsibilities

• Imaging and software installs on end user devices.
• Log and monitor customer questions and issues until resolution.
• Provide updates and status reports on open issues.
• Maintain SLAs established by the organization.
• Create knowledge base articles for troubleshooting hardware and software.

Skills

Technical customer service

PC hardware & software support

Windows OS

TCP/IP networking

Microsoft Office

Interpersonal communication

Education

High school diploma

Associate’s degree

CompTIA A+/ MCP

Tools

Active Directory

Ivanti Management Console

Job description

UMass Memorial Health is seeking a technically skilled IT support professional to serve on the front line, resolving end-user hardware and software issues across PCs, laptops, printers, and mobile devices. You will configure devices, manage software deployment, and ensure timely problem resolution with strong customer communication.

The role emphasizes operating in a fast-paced health-system environment with emphasis on patient care and operational reliability.