The Enterprise Support Analyst is a technical position responsible for the daily operation, administration, monitoring, and maintenance support of local and remote technical applications, computing infrastructure, data network, voice network, and end-user desktop environments. This role encompasses the administration and support of both hardware and software, including Azure cloud services and Microsoft 365 applications. The analyst performs various troubleshooting, problem-solving, and monitoring tasks, logging and tracking help desk requests as a primary user contact. Help Desk and Support Services * Provide Tier II Help Desk and Site support services for applications, workstations, Azure cloud services, Microsoft 365 suite, data network, telecom, printing/output, and other computing peripherals. * Enter detailed information for all calls in the Help Desk tracking software. * Monitor and track help desk requests, communicating the status of problem resolution with users. * Manage user accounts, computer accounts, and Active Directory objects, including Azure AD integration. System Administration and Maintenance * Support and coordinate with software development and business departments to ensure network and cloud service availability. * Troubleshoot and resolve network hardware, software, and cloud-based problems. * Maintain and manage computer peripherals, presentation equipment, and cloud resources. * Participate in monitoring and maintenance of system key process improvements, including Azure and Microsoft 365 services. Security and Compliance * Follow established policies, procedures, and technology standards to ensure system availability and security across on-premises and cloud environments. * Manage and maintain proper IT documentation, including cloud-based assets and configurations. * Ensure compliance with federal, state, and local laws, rules, and regulations affecting the company. * Communication and Professional Conduct * Communicate with coworkers, management, staff, and customers in a courteous and professional manner. * Respond promptly to telephone calls, correspondence, and emails. * Act, dress, and behave professionally to reflect a positive image of the company. Additional Responsibilities * Develop and implement frameworks for NOC monitoring/alerting, business impact assessment, and IT service request workflow, incorporating cloud-based tools and services. * Assist in developing and maintaining a formal knowledge base, policies, and procedures for HelpDesk, and Site Support Desktop, including Azure and Microsoft 365 best practices. * Analyze Help Desk, NOC, and Site Support trends to improve IT support areas continuously. * Conduct training sessions to improve the efficiency of Help Desk, NOC, and Site Support, including Azure and Microsoft 365 topics. * Review tickets daily for accuracy, policy adherence, and feedback opportunities. * Develop and distribute IT reports and metrics, including cloud service performance and utilization. * Support all Service Desk related projects, providing regular updates to project stakeholders. * Ensure technician adherence to company and IT policies and procedures, including cloud governance policies. Required Skills and Knowledge * Intermediate knowledge of Azure cloud services and Microsoft 365 administration. * Strong understanding of on-premises and cloud-based network infrastructure. * Proficiency in troubleshooting hardware, software, and cloud-based issues. * Familiarity with ITIL domains, including incident management, problem management, and change management in hybrid environments. * Excellent communication and customer service skills. * Ability to work in a fast-paced, dynamic environment and adapt to new technologies. Education and Experience * Required IT support education, training, licenses, accreditation or certification and number of years and type of directly related experience. * BA degree and/or equivalent combination of education and experience. * At least 3-5 years experience in a Help Desk/Desktop support in an enterprise environment. Convey Health Solutions: is a healthcare technology and services company that specializes in providing integrated solutions for government-sponsored health plans, including Medicare, Medicaid, and commercial plans. The company focuses on enhancing the administration, compliance, and member engagement of health plans, offering scalable and flexible solutions that support health plan operations. Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled Convey Health Solutions, Inc. Chicago, IL (Pareto)