IT Support Analyst

Lyric, formerly ClaimsXten, is a leading healthcare technology company, committed to simplifying the business of care. Over 30 years of experience, dedicated teams, and top technology help deliver more than $14 billion of annual savings to our many loyal and valued customers—including 9 of the top 10 payers across the country. Lyric’s solutions leverage the power of machine learning, AI, and predictive analytics to empower health plan payers with pathways to increased accuracy and efficiency, while maximizing value and savings. Lyric’s strong relationships as a trusted ally to customers resulted in recognition from KLAS as “true partner” and “excellent value for investment,” with a top score for overall customer satisfaction and A+ likelihood to recommend in their October 2023 Payment Integrity and Accuracy Report. Discover more at Lyric.ai. 

**This is a hybrid role in our Newtown Square office and will require 3-5 days in office**

The IT support analyst will support staff and leadership by providing efficient technical support, maintaining office infrastructure (routers, servers, and other office equipment) and assistance in troubleshooting issues.

ESSENTIAL JOB RESPONSIBILITIES & KEY PERFORMANCE OUTCOMES

• Technical Support and Troubleshooting
  • Provide on-site and remote support for all in-house users, addressing hardware software, and network issues promptly.
  • Troubleshoot Ei-Fi and internet access issues, ensuring smooth connectivity for users and visitors.
  • Support AV equipment for meetings, presentations, and video conferencing, ensuring all devices are functioning properly.
• Infrastructure Management
  • Monitor and maintain the office’s Wi-Fi network, internet access, and AV systems, ensuring they are always operational.
  • Perform routine checks on the network and AV equipment, upgrading software, firmware, and hardware as necessary.
• User Onboarding & Support
  • Assist in the setting up and configuring workstations, printers, and peripherals for new or visiting team.
• Maintenance & Upgrades
  • Implement regular maintenance tasks, including software updates, patches, and hardware upgrades to keep the office systems running smoothly.
  • Proactively identify areas for improvement in the network, Wi-Fi, AV, and other office technology systems.
• Security & Compliance
  • Monitor and manage security measures for office and access controls.
  • Assist with compliance of organizational security policies, including software updates, firewall settings, and data security protocols.
  • Documentation & Reporting
  • Provide detailed records of all support tickets, resolutions, and inventory of IT equipment. 
  • Provide regular reports on system performance, network issues, and other support metrics to leadership.

Key Performance Outcomes

• System Reliability
  • Achieve high uptime for Wi-Ri, internet access, and AV systems (99% availability) to minimize disruption for in-house users and visitors.
• Response and Resolution Time
  • Meet predefined response and resolution time targets for support tickets, aiming for quick resolution of user issues.
• User Satisfaction
  • Maintain a high level of user satisfaction through effective troubleshooting and communication, tracked via user feedback or surveys.
• Issue Prevention
  • Identify and resolve recurring issues or vulnerabilities before they impact productivity, reducing the number of repeat incidents.
• Security Compliance
  • Ensure office IT systems are compliant with security standards and policies, with no major security breaches or vulnerabilities.
• Operational Efficiency
  • Proactively maintain and optimize systems, leading to reduced downtime and improved efficiency for in-house users and visiting teams.

REQUIRED QUALIFICATIONS

• Bachelor’s degree in Information Technology, Computer Science, or equivalent work experience.
• 2+ years of hands-on experience in IT support, including troubleshooting hardware, software, network, and connectivity.  Familiarity with supporting small office environments.

PREFERRED QUALIFICATIONS

• Type of certifications – preferred by not required, COMPTIA A+, COMPTIA Network+, Microsoft 365 Certified: Modern Desktop Administrator Associate, AV-related certification (AVIXA CTS)
• Technical skills
  • Proficiency in supporting and troubleshooting Wi-Fi networks, firewalls, and switches.
  • Basic knowledge of IP addressing, DHCP, and DNS.
  • Experience with video conferencing platforms (eg Zoom, Teams,)
  • Familiarity with AV hardware (projectors, microphones, conference room setups).
  • Knowledge of Windows and macOS operating systems, as well as Microsoft O365.
  • Hands-on experience with printers, peripherals, and mobile devices.
  • Basic understanding of cybersecurity principles, including securing Wi-Fi networks and managing access controls.
• Soft skills
  • Ability to explain technical concepts clearly to non-technical users.
  • Strong interpersonal skills to provide effective and friendly support.
  • Ability to prioritize tasks and handle multiple issues simultaneously, especially in a small office environment.
  • A proactive approach to supporting users, ensuring high levels of user satisfaction.
  • Analytical thinking to identify root causes and implement effective solutions.
• Willingness to take on diverse IT responsibilities, from day-to-day troubleshooting to infrastructure maintenance, in a small office setting.

***The US base salary range for this full-time position is:

$27.69 - $41.54

The specific salary offered to a candidate may be influenced by a variety of factors including but not limited to the candidate’s relevant experience, education, and work location. Please note that the compensation details listed in US role postings reflect the base salary only, and does not reflect the value of the total rewards compensation. ***

Lyric is an Equal Opportunity Employer that strives to create an inclusive environment, empower employees and embrace collaborative success.