IT Support Analyst

SUMMARY 

We are looking for a highly motivated, enthusiastic, and energetic candidate to join a high-performing IT team in our Toledo, OH office. The ideal candidate will be an independent learner and a go-getter with excellent customer service skills. This is a hands-on position that requires technical skills that are necessary to troubleshoot, support, and administer a wide range of technologies used within the company. The IT Support Analyst will work closely with the rest of the Technology and Infrastructure team, reporting to Manager, Information Technology.

KEY RESPONSIBILITIES

• Provide prompt and effective Tier 1 and Tier 2 technical support to employees and executives via phone, email, and in-person interactions.


• Utilize the Jira Service Management ticketing system to track, manage, and resolve support requests, ensuring timely updates and communication with end-users.


• Diagnose and resolve hardware, software, and network issues efficiently to minimize downtime.


• Maintain a high level of professionalism and deliver exceptional customer service in all interactions.


• Communicate complex technical information clearly and effectively to both technical and non-technical audiences.


• Build positive relationships with end-users by demonstrating patience, empathy, and a customer-focused attitude.


• Identify recurring issues and implement solutions to prevent future occurrences.


• Participate in continuous improvement initiatives to enhance IT support services and processes.


• Stay current with emerging technologies and industry best practices to proactively recommend improvements.


• Manage and administer Active Directory, Group Policy, Office 365, and Exchange Online.


• Configure and manage endpoints using desktop and mobile device management tools.


• Assist with patch management and endpoint security measures.


• Collaborate on IT projects, contributing ideas and expertise to support successful implementation.


• Assist in the deployment of new technologies, including research, testing, documentation, and training.


• Take full ownership of assigned tasks and see them through to completion with minimal supervision.


• Ensure compliance with company IT policies, security protocols, and best practices.


• Demonstrate reliability and accountability in all aspects of work.

OTHER DUTIES

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of this employee for this job.  Duties, responsibilities, and activities may change at any time with or without notice.

TRAVEL

Some out-of-area and overnight travel will be required.

MINIMUM REQUIREMENTS

Education: Bachelor’s degree in information technology, Computer Science, or a related field preferred; equivalent work experience will be considered.

Experience: Minimum of 3-5 years of IT support experience in a corporate environment. Proven experience supporting C-level executives and handling sensitive information with discretion. The ideal candidate will have experience with the following technologies:

• Jira Service Management Ticketing System


• Windows 10 and 11 operating systems


• Hardware support for laptops, desktops, printers, and peripherals


• Mobile Device Management (MDM) for iOS devices (iPhones and iPads)


• Microsoft Office 365 services, including OneDrive for Business and Exchange Online


• Okta Single Sign-On (SSO) and identity management solutions


• Active Directory and Group Policy administration


• Remote access technologies such as Zscaler VPN


• Video conferencing platforms (Zoom Rooms, Microsoft Teams)


• Email security and filtering solutions like Mimecast or similar services.


• Operating system imaging and deployment tools

• Preferred Certifications:
  
  
  
  • CompTIA A+, Network+, Security+
  
  
  • Microsoft 365 Certified: Modern Desktop Administrator Associate
  
  
  • Microsoft Certified: Azure Fundamentals
  
  
  • ITIL Foundation Certification
  
  
  
  

Applicants must be able to pass a pre-employment drug screen.

WHAT WE OFFER

• Competitive Base Salary + Annual Bonus


• Generous Paid Time Off and Holidays


• Employer-matching 401(k) Program + Profit Sharing Program


• Student Debt Program – we’ll contribute up to $10,000 towards your student loans!


• Tuition Assistance Program


• Employee Stock Purchase Program – purchase shares at a 15% discount


• Comprehensive and progressive Medical/Dental/Vision options


• And much more! https://welltower.com/newsroom/careers/

ABOUT WELLTOWER

Welltower, an S&P 500 company headquartered in Toledo, Ohio, is driving the transformation of health care infrastructure. The Company invests with leading seniors housing operators, post-acute providers and health systems to fund the real estate and infrastructure needed to scale innovative care delivery models and improve people's wellness and overall health care experience. Welltower, a real estate investment trust ("REIT"), owns interests in properties concentrated in major, high-growth markets in the United States, Canada and the United Kingdom, consisting of seniors housing, post-acute communities and outpatient medical properties. More information is available at www.welltower.com

Welltower is committed to leveraging the talent of a diverse workforce to create great opportunities for our business and our people. EOE/AA. Minority/Female/Sexual Orientation/Gender Identity/Disability/Vet