General Hours of Work: Monday – Friday, 8:00 AM- 5:00 PM CST (Rotational call: Evening & Night (5:00 PM to 8:00 AM CST), weekend and holiday call involvement.

Exempt/Nonexempt: Exempt (Salaried)

Department/Unit: Information Technology

Hours/FTE: 40 hours per week/1.0 FTE

Reports To: Senior Manager – Service Desk

SUMMARY:

The IT Systems Support Analyst is responsible for the maintenance, support, and installation of devices and software for end-users and enterprise systems across clinical and administrative environments, internal and external to Avel. Responsibilities include provisioning, diagnosing, repairing, maintaining, and upgrading a wide range of hardware and software, while ensuring optimal performance and security. The Analyst supports Windows-based PCs, video conferencing equipment, and VoIP, ensuring consistent communication capabilities and system functionality. This role also contributes to infrastructure support, including access provisioning, device lifecycle management, and escalation resolution. The Analyst plays a key role in technology deployments, clinical system optimizations, and project-based IT initiatives, helping to drive system performance, operational efficiency, and alignment with Avel’s strategic IT goals.

ESSENTIAL FUNCTIONS:

• Serves as technical lead and escalation point for Service Desk team members.
• Provisions and maintains hardware and software for end users and customers.
• Packages and deploys applications and updates in accordance with release management standards.
• Maintains logs and device inventories, as well as appropriate documentation including application
• notes, drawings, and configuration information.
• Troubleshoots devices and software to determine the source of malfunctions.
• Interacts with end-users and customers to obtain clarification of problems and provide resolution for system failures or degradations.
• Manages access for end users across platforms
• Assists with customer equipment implementations as needed.
• Supports project implementation by completing technical and operational tasks.
• Logs and manages work orders using the organization's ticketing system.
• Escalates issues appropriately based on priority, complexity, or impact.
• Works within established configuration and change management policies to ensure awareness, approval, documentation, and success of changes.
• Consults with management and/or senior IT members to solve operational/repair/maintenance problems and help design methods and procedures to improve the efficiency, productivity and control of these operations.
• Participates in rotational on-call support schedule for urgent issues.

REQUIRED EDUCATION and/or EXPERIENCE:

• Associate’s degree in related area preferred.
• Hands-on experience with Active Directory, Azure Active Directory, Microsoft Endpoint Manager/Intune preferred.
• Proven experience in troubleshooting and resolving issues within Windows desktop and laptop environments, including OS, driver, and software-related problems.
• Experience supporting VoIP platforms, and telehealth video conferencing technologies in clinical or enterprise settings.
• Knowledge of applicable data privacy practices and laws.
• 5 years related experience and/or training preferred.

REQUIRED CERTIFICATION, LICENSURE, and/or REGISTRATIONS:

• Microsoft or other relevant network, systems, or administration certifications are preferred.

About Avel eCare

Avel eCare is a nationally recognized leader in telemedicine, operating one of the most extensive virtual healthcare networks in the world. Based in Sioux Falls, South Dakota, Avel partners with over 650 healthcare systems, rural hospitals, clinics, and facilities to deliver innovative telehealth solutions. Our services span Behavioral Health, Critical Care, Emergency, Hospitalist, Pharmacy, Specialty Care, Senior Care, and School Health, impacting nearly two million patients annually.

For three decades, Avel has been at the forefront of healthcare innovation, developing telehealth solutions that reduce costs, save time, and remove barriers to quality care. Join our mission-driven team and help reshape the future of healthcare.

Mission

"Every person and every community deserves access to high-quality care." At Avel eCare, we collaborate with local clinicians through telemedicine to ensure high-quality care is available when and where it’s needed most.

Vision

"Healthcare without boundaries." Avel eCare is a catalyst for change in healthcare, fostering a future defined by service, quality, collaboration, and innovation.