Senior Systems Support Analyst, Information Systems Technology

At Wayfinder Family Services, we understand the unique challenges facing some of our state’s most vulnerable children, youth and adults. Those with disabilities, those without a home of their own, those who have been abused and many, many more. We answer the call for them. We believe in the amazing potential in, and for, each and every one of them. And, together, we find a way to turn that potential into reality.  

Program and Role Summary

The primary focus on the Senior Support Systems Analyst is handling the daily processes for helpdesk service operations. This includes end-user support, issue resolution, training/guidance for various technologies and systems, and IT equipment configuration and deployment. This position timely and accurately responds to support requests to ensure proper resolution or escalation within the department or any contracted IST vendor. The training aspects include IT/IS orientation, assisting users with software navigation or functionality questions, and drafting user guides or reference materials, as assigned.

Primary Responsibilities:

• Work with IT Coordinator and IST Team to maintain an up-to-date IST asset inventory.
• Provide guidance to users on functionality and support related business productivity software.
• Assist with the development of user reference guides, internal procedures, process improvement initiatives, and other materials, as assigned.
• Communicate efficiently and effectively with management, users, and internal/external resources for all assigned duties and tasks.
• Collaborate and work with other IST department analysts.
• Assist the IST department to ensure the agency’s information technology and systems adhere to HIPAA, State Counties, Department of Mental Health (DMH), Council on Accreditation (COA), and other regulatory or contractual requirements.
• Other duties as outlined in the position description.

Education and Experience:

• An associate’s degree, or certification from an accredited program focused on technology support; OR at least 4 years of directly related work experience.
• Minimum of three years of experience working with desktop support, including user support operations, user training material development, user training delivery, systems analysis, and issue troubleshooting and resolution techniques.
• Experience supporting desktop computing environments, including Microsoft products, Windows, Office365, Active Directory, and various other productivity software.
• Experience in a healthcare setting including support of clinical and billing operations for behavioral health is a plus.

Benefits: Wayfinder is committed to providing our employees with a benefits program that is both comprehensive and competitive which includes:

• Paid Time Off: Generous Paid Time Off (PTO) policy, 11 paid holidays, plus five winter holidays
• Medical, dental, vision, life, and long-term disability insurance
• 401(k) retirement plan with emplo