IT-Infrastructure - Technical Support Analyst I

Tucson, AZ, USA Req #340
Thursday, January 7, 2021

Our goals are to provide excellent service, utilize advanced technology, and proficiently deliver results. To accomplish these goals, we constantly seek individuals who look for ways to do things better. We are a company whose culture cultivates teamwork, rewards excellence, focuses on quality for every aspect of our business, and promotes community involvement.

Tabula Rasa HealthCare (TRHC) is a leader in providing patient-specific, data-driven technology and solutions that enable healthcare organizations to optimize performance to improve patient outcomes, reduce hospitalizations, lower healthcare costs, and manage risk. Medication risk management is TRHC’s lead offering, and its cloud-based software applications, including EireneRx® and MedWise™, provide solutions for a range of payers, providers and other healthcare organizations.


TRHC empowers our employees to provide excellent service, utilize advanced technology, and proficiently deliver results. Our 32Fundamentals are what we are and who we are.  Our culture cultivates teamwork, rewards excellence, focuses on quality for every aspect of our business, and promotes community involvement. As a part of our team, you will help us bring innovative service models to healthcare, improving patient outcomes.

The Technical Support Analyst I is responsible for providing desktop support and limited desktop administration for the Company’s in-house employees, remote employees, and employees of other affiliated companies. This person will work with internal and external clients and peers in the identification, escalation and resolution of issues, delivery of projects, software/hardware testing, training, and product documentation support. This position is envisioned as an opportunity for an experienced technology professional with a high degree of existing experience, a positive attitude, and a high interest level in technology to provide world-class support and service in an exciting and fast-paced environment.

Primary Functions:

  • Manage Microsoft Active Directory Organizational Units (users and computers, distribution lists, security groups)
  • Provide troubleshooting for software and hardware deployed within Microsoft Windows environment
  • Communicate with end users via telephone, email, instant messaging, or desk-side
  • Remotely support workstations using Dameware, LogMeIn, and Microsoft RDP
  • Manage ticketing systems: create, update, and close incidents
  • Administer desktop infrastructure such as antivirus, mobile device management, and other consoles
  • Build, image, and deploy laptop and desktop computers
  • Process new accounts, terminations, and expirations
  • Support mobile device management and two-factor authentication methods
  • Provide basic printer support (toner changes, maintenance kits, jams)
  • Support audio/video systems (projectors, smart TVs)
  • Escalate issues as required for resolution to senior members, manager, or other teams
  • Develop, maintain, and document installation and configuration procedures
  • Contribute to and maintain system standards, documentation, policies and procedures
  • Assist with desktop administration, security, or infrastructure projects
  • Provide orientation and training to new team members

Secondary Functions:

  • Administer and support all VoIP telephony hardware and software infrastructure
  • Administer and support hosted PBX platform and vendor
  • Support Call Center and Automatic Call Distribution (ACD) Software
  • Support enterprise wireless account and devices
  • Provide basic mobile support (iOS, Android)


Education, Experience & Training:

  • Bachelor’s degree and/or industry certification (ie, Microsoft MCP, Network+) required
  • 1-3 years of experience in a corporate help desk, call center, or
  • Strong analytical abilities, organizational skills, problem-solving skills, and attention to detail
  • Familiar with VoIP providers such as Alteva or Momentum Telecom
  • Familiar with call center solutions such as InContact, Five9, or RingCentral

Specific Skills:

  • Proficiency with Microsoft Windows 7/10, Microsoft Office 2013/16
  • Skilled in imaging using Microsoft Deployment Toolkit (MDT) or equivalent
  • Understanding of network troubleshooting (TCP/IP, DNS, subnets)
  • Knowledge of policy management (group policies, antivirus, mobile device management)
  • Experience with JIRA and/or Confluence
  • Basic experience with Mac OS X and configuration
  • Hardware installation (SSDs, RAM, graphics cards)
  • Experience with Broadsoft / BroadWorks software-based telephony based applications


  • IT Service Management, change management methodologies
  • Self-motivated, team player, action and results oriented
  • Well organized, excellent communication and reporting skills
  • Create/update supporting documentation
  • Able to successfully work under tight project deadlines


The Company is proud to be an equal opportunity employer. All qualified applicants will receive consideration without regard to ancestry or national origin, race or color, religion or creed, age, disability, AIDS/HIV, gender, marital or family status, pregnancy, childbirth or related medical conditions, genetic information, military service, protected caregiver obligations, sexual orientation, protected financial status or other classification protected by applicable law.

Other details

  • Pay Type Hourly
  • Tucson, AZ, USA