{"id":3011736,"url":"https://alion.io/job/shepherd-center-information-systems-support-analyst","title":"Information Systems Support Analyst","company":{"id":1841913,"name":"Shepherd Center","domain":"shepherd.org","url":"https://alion.io/company/shepherd-org","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":null},"role":"Support","role_family":"Support","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Atlanta, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":44000,"max_usd":86000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":552},"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITSM","optional":false},{"name":"Microsoft Office","optional":false},{"name":"Outlook","optional":false},{"name":"Service Desk","optional":false},{"name":"ServiceNow","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-10-21T15:34:29Z","employer_posted_date":"2026-10-23","last_verified_at":"2026-10-24T00:40:08Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"About Shepherd Center\nWith five decades of experience, Shepherd Center provides world-class clinical care, research, and family support for people experiencing the most complex conditions, including spinal cord and brain injuries, multi-trauma, traumatic amputations, stroke, multiple sclerosis, and pain.An elite center ranked by U.S. Newsas one of the nation’s top hospitals for rehabilitation, Shepherd Center is also recognized as both Spinal Cord Injury and Traumatic Brain Injury Model Systems. Shepherd is the only rehabilitation facility in the nation with an intensive care unit on-site, allowing us to care for the most complex patients and begin the rehabilitation process sooner. Shepherd Center treats thousands of patients annually with unmatched expertiseand unwavering compassion to help them begin again.\nShepherd Center's culture is one of hope, humor, and hard work. You willenjoy career growth, strong relationships with co-workers, strong supportfrom leadership, andfunactivitiesthat have keptover 12% of staff members working at Shepherd for more than 20 years.\nThis is an onsite , in office position located in Atlanta, GA.The Support Analyst provides Tier 1 user support, to include IS Service Desk phone support, support of all workstations, printers, client-side devices and desktop applications and is responsible for computer equipment adds, moves, and installs. The role will address and resolve incidents and service requests via the ServiceNow ITSM system and participates in the Tier 1 on-call rotation, including flexible schedule and working occasional non-standard work shifts, including evenings, overnight, weekends, and holidays (as required).\nJOB RESPONSIBILITIES\nThe IT Support Analyst provides exceptional customer service via Service Desk phone and email as appropriate. Accountabilities:\nResponsible for the reporting of employee/patient/visitor injuries or accidents, or other safety issues to the supervisor and in the occurrence notification system.\nAct as a central point of contact for users, customers, business partners, and others who have authorized access, who have a computer or network related problem, utilizing Impact and Urgency matrix, which drives Incident prioritization.\nPromptly create and document incidents for all reported Information Systems problems.\nRoute Incidents to the proper Assignment Groups to reduce turn-around times and improve department efficiency.\nWork to resolve incidents reported to the Service Desk, including troubleshooting hardware and software issues, per the organization service level agreements (SLAs), where possible.\nEscalate issues to the Service Desk Manager and/or the Operations Manager when appropriate.\nThoroughly document Incident resolutions in a timely manner.\nPrepare and update reference documentation so that others working on the Service Desk can quickly and practically respond to users reporting issues and problems.\nImplement, maintain, and monitor controls implemented to deploy Shepherd Center’s Information Systems.\nAssist in developing and enforcing standards for workstation and application configurations.\nReview logs to ensure software/release/version compliance.\nPerform root cause analysis when appropriate. \nDevelop checklists for typical problem resolution and recommend procedures and controls for problem prevention.\n Assist in Knowledge Article development where needed for training and awareness for staff. Share existing Knowledge Articles with users; encourage them to become more self-sufficient via the ServiceNow self-service portal, where appropriate.\n Perform user administration/workstation duties when assigned.\nPerform other related duties as required.\nPractices proper safety techniques in accordance with Center and departmental policies and procedures.\nResponsible for the reporting of employee/patient/visitor injuries or accidents, or other safety issues to the supervisor and in the occurrence notification system.\nMonitors and ensures compliance with all regulatory requirements, organizational standards, and policies and procedures related to area of responsibility.\nIdentifies potential risk areas within area of responsibility and supports problem resolution process.\nREQUIRED MINIMUM EDUCATION\nHigh School Diploma or Equivalent\nREQUIRED MINIMUM CERTIFICATION\nNo professional certifications required\nREQUIRED MINIMUM EXPERIENCE\n1+ year experience with Help Desk or Desktop support. \nExcellent interpersonal skills a must for user support. Previous experience in midsize computer installation, setup, maintenance.\nREQUIRED MINIMUM SKILLS\nKnowledge of Personal Computer systems required\nKnowledge of Windows based software required\nKnowledge of MS Office products (Excel/Outlook/Word)\nTyping skills of 50 words per minute\nMust be able to troubleshoot basic computer and software issues, and document steps taken.\nPREFERRED QUALIFICATIONS\nBachelor's degree with a major in Management Information Systems, Computer Information Systems or equivalent.\nStrong working knowledge of Desktop operating systems and applications.\nFamiliarity with ServiceNow ITSM is a plus.\nPHYSICAL DEMANDS\nAbility to lift 50 lbs.\nAbility to answer telephones\nWORKING CONDITIONS\nNo potential for exposure to blood or bodily fluids\nThe above statements are intended to describe the general nature and level of work performed by people assigned to this classification. 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