IT Support Analyst

Frontera Health is revolutionizing pediatric healthcare by developing a cutting-edge, tech-enabled platform that delivers essential therapies to rural families. Our platform leverages AI/ML to create a robust video-based data model for early intervention and developmental disorders. By collaborating closely with parents, caregivers, and clinical partners, we're bridging the gap in access to care, improving health equity, and providing personalized treatment plans. Backed by leading investors like Lightspeed and Lux, Frontera Health is poised for rapid growth.

Our ABA direct services are designed to meet the unique needs of children in underserved communities, providing them with the support and resources they require to reach their full potential. We are passionate about ensuring that every child, regardless of their location or socioeconomic status, has access to high-quality healthcare. By leveraging our technology platform and partnering with local providers, we are able to deliver effective ABA therapy to families who may otherwise have limited access to these essential services.

We are seeking a dedicated and detail-oriented IT Support Analyst to join our team. The IT Support Analyst will be responsible for providing technical assistance and support to our employees, ensuring smooth operation of our IT systems, and resolving technical issues in a timely manner.

• Provide first-level technical support to end-users via phone, email, and in-person.
• Set up accounts and equipment for new employees and assist with collecting equipment when employees leave.
• Troubleshoot and resolve hardware, software, and network issues.
• Document all support requests and resolutions in the ticketing system.
• Assist in the installation, configuration, and maintenance of computer systems and applications.
• Collaborate with other IT team members to escalate and resolve complex issues.
• Maintain inventory of IT equipment and software licenses.
• Create and update technical documentation and knowledge base articles.
• Provide training and guidance to end-users on IT systems and procedures.
• This role may require up to 10% travel to our clinics in New Mexico.

• Proven experience in providing IT support and troubleshooting technical issues.
• Strong knowledge of Windows and macOS operating systems.
• Strong knowledge of iOS and Android OS.
• Familiarity with networking concepts and protocols.
• Experience with ticketing systems and remote support tools.
• Excellent communication and interpersonal skills for both technical and non-technical people.
• Ability to work independently and as part of a team.
• Strong problem-solving and analytical skills.
• Ability to lift up to 25 pounds.

• Associate's or Bachelor's degree in Information Technology, Computer Science, or related field.
• Relevant certifications (e.g., CompTIA A+, Network+, Security+, Microsoft Certified Professional).
• Experience with Google Workspace and user account management.
• Knowledge of IT security best practices.
• Strong interpersonal communication skills.

• Competitive salary and benefits package.
• Hybrid work schedule.
• Opportunity to work on innovative and impactful projects.
• Collaborative and supportive work environment.
• Professional development opportunities.
• All full time employee benefits include a stake in shared success through stock options, health benefits, 401(k) plan, and responsible PTO.

We have determined a salary range for this position that takes into account several factors including experience, knowledge, education, skills, and abilities. Please note that the salary information is a general guideline and the exact salary will be determined based on the individual's qualifications and experience, with consideration given to the factors listed above. All full time employee benefits include a stake in shared success through stock options, health benefits, 401(k) plan, and responsible PTO.

Frontera Health, Inc. is committed to creating and maintaining a diverse, equitable, and inclusive workplace where everyone feels valued, respected, and has the opportunity to thrive. We believe that our differences make us stronger and that all employees, regardless of their background, experiences, or abilities, contribute to our success.

We are committed to:

• Providing equal employment opportunities to all qualified individuals, without regard to race, color, religion, sex, national origin, disability status, sexual orientation, gender identity or expression, age, genetic information, veteran status, or any other characteristic protected by law.
• Fostering a culture of inclusion and belonging where everyone feels valued and respected.
• Providing reasonable accommodations to employees with disabilities.
• Continuously learning and improving our DE&I practices.

We will achieve this commitment by:

• Recruiting and hiring a diverse workforce that reflects the communities we serve.
• Creating and maintaining an inclusive work environment that is free from discrimination and harassment.
• Actively listening to and addressing the needs and concerns of all employees.

We believe that diversity, equity, and inclusion are essential to our success as a company and to our mission of serving the pediatric behavioral health community. We are committed to continuous improvement in this area and welcome feedback from all employees.