Deskside Support Analyst

COMPANY OVERVIEW Love.Life (L.L) is an integrated health and wellness experience that makes lasting health and vitality attainable. The company unites the power of holistic medical care, nourishing food, cutting-edge fitness, and precision wellness therapies under one roof to promote healing, optimization, vitality, and community. L.L’s evidenced-based care model blends primary care, functional, integrative and lifestyle medicine for a holistic health experience that is highly personalized and evaluates all dimensions of your well-being: the mind, body, and spirit.

Our multidisciplinary care team and board-certified clinicians focus on preventing and reversing disease progression and proactively optimizing health by treating the root cause of disease.  We evaluate every dimension of health through comprehensive testing and assessments to create highly personalized care plans that incorporate nutrition and lifestyle changes that optimize well-being. The company’s goal is to help people live long, healthy and vibrant lives, improving both lifespan and healthspan.

SUMMARY The Desktop Support Analyst plays a critical role in providing high-level technical support and excellent customer service across a range of devices and systems within our dynamic retail and medical environment. This role demands excellent technical and customer service skills, the ability to manage multiple tasks simultaneously, and deep familiarity with specific security and communication technologies. This role is essential for maintaining operational excellence and ensuring the seamless integration of technology into our daily operations. The Deskside Support Analyst will need to be highly adaptable, responsive, and skilled at managing relationships across different levels of the organization.

ESSENTIAL FUNCTIONS  

• Provide direct deskside support to a diverse group of end-users including doctors, nurses, restaurant staff, personal trainers, therapists, sales, and operational staff.
• Install, configure, and maintain desktops and laptops primarily running Windows on Dell hardware, along with some Apple devices like iPads, Apple TVs, and MacBooks.
• Troubleshoot and resolve issues related to network connectivity, software, and hardware, serving as the first line of support to diagnose problems accurately.
• Collaborate effectively with partner support teams and remote internal IT staff to coordinate and resolve technical issues quickly and efficiently.
• Administer, troubleshoot, and provide training on custom point of sale and clinical software, determining whether issues are due to bugs or user training needs.
• Provide technical support and maintenance for AV systems, Verkada security cameras, Chief access control systems, and CCTV setups.
• Support POS hardware systems and manage Digital Signage system configurations and issues.
• Assist the Network Team in maintaining and troubleshooting Ring Central VOIP Phones, Meraki Switches, and Access Points.
• Assist with the usage and troubleshooting of Microsoft Teams and Zoom for effective communication and collaboration across the organization.

JOB KNOWLEDGE, SKILLS, ABILITIES 

This Deskside Support Analyst must possess the following knowledge, skills, and abilities to demonstrate they can perform the essential functions of the job, along with the physical requirements, with or without reasonable accommodation.

• Proficient in supporting both Windows and Apple operating systems, with a strong emphasis on troubleshooting Dell and Apple hardware.
• Familiarity with AV systems, security cameras (Verkada), access control systems (Chief), CCTV, POS systems, and Digital Signage.
• Skilled in managing Ring Central VOIP Phones, Meraki network switches, and WiFi access points.
• Experience supporting collaboration tools like Microsoft 365, Microsoft Teams and Zoom in a professional environment.
• Exceptional communication skills, capable of interacting with both technical staff and non-technical end-users.
• Strong multitasking abilities, with the skill to prioritize tasks in a high-pressure environment.
• Experience delivering an exceptional white-glove customer experience in a fast-paced setting where customers are present.

EXPERIENCE/EDUCATION REQUIRED 

• Bachelor's degree in a computer-related field  
• Preferred certifications include HDI (Desktop Support Technician or Support Center Analyst), CompTIA, Microsoft (Microsoft Certified IT Professional or Microsoft Certified Systems Administrator)  
• At least 2 years of onsite support in a retail setting, with a preference for 3-5 years of overall support experience including hardware and software in medical, wellness, and fitness services.