About Sellers Dorsey

Sellers Dorsey is a healthcare impact strategy firm focused on improving care access, quality, and outcomes for our nation’s most vulnerable populations. We work with providers, managed care organizations, state entities, and others, to design, implement, fund, and optimize sustainable programs that deliver maximum impact to underserved communities. Built on decades of experience in Medicaid, our team includes former state Medicaid directors, healthcare policy experts, health plan execs, and hospital leaders who know how to navigate the complexities of the system and find creative, impactful solutions that drive the greatest impact for the individuals and communities that need it most.

About the Role

Sellers Dorsey is seeking a Desktop Support Analyst who will provide exceptional first-level technical support to our external clients that are using our SaaS products, as well as tier 1 and tier 2 support to internal end users across various departments. This hybrid-facing role plays a vital part in ensuring seamless technology operations and enhancing customer experience. As the Desktop Support Analyst, you will respond to inquiries and resolve issues via phone, email, Microsoft Teams, and our help desk ticketing system. This role requires a strong background in Microsoft 365 (M365) products and administration, Entra ID (formerly Azure Active Directory), and proficiency with collaboration tools including Microsoft Teams and SharePoint. The analyst will also support devices and operating systems across Windows 11 and Mac OS environments.

Key Responsibilities

• Manage the IT Help Desk queue, ensuring prompt and effective response times.
• Maintain comprehensive records of daily data communication transactions, issues encountered, remedial actions taken, and installation activities within the ticketing system.
• Configure, deploy, and ship Windows 11 laptops to various U.S. offices/locations.
• Maintain inventory of all company computer hardware.
• Refer major hardware or software problems or defective products to vendors for service.
• Collaborate with a diverse user population to troubleshoot and resolve technical issues effectively, both remotely and onsite, across laptops, phones, and mobile devices.
• Initiate onboarding and offboarding processes by creating or terminating user accounts and administering access control in accordance with company policies through the Microsoft 365 environment.
• Educate end users on the effective utilization of applications and emerging technologies we currently have, including Microsoft Teams and SharePoint Online.
• Identify process improvement opportunities.
• Provide ongoing support for external clients and internal company employees
• Other duties as requested.

Key Qualifications

• 3 to 5 years computer and network service deskside support experience in a Helpdesk role.
• Strong customer service skills
• Technical education preferred - Computer Science or related field ideally.
• Hands-on experience with Microsoft 365 administration and troubleshooting.
• Solid understanding of Entra ID/Azure AD identity management.
• Proficiency with Windows 10/11 and Mac OS environments.
• Experience supporting Microsoft Teams and SharePoint users.
• Familiarity with endpoint device management and remote support tools.
• Strong interpersonal and communication skills; able to explain technical concepts to non-technical users.
• Exceptional problem-solving abilities and a customer-first mindset.

Compensation & Benefits 

The anticipated salary range for candidates is $50,000/year to up to $65,000/year. The final pay offered to a successful candidate will be dependent on several factors that may include but are not limited to the type and years of experience within the job, the type of years and experience within the industry, the candidate’s education, and the candidate’s market location. Typically, candidates are not hired near the top of the range and compensation decisions are made based upon Sellers Dorsey’s Total Compensation Policies & Guidelines. The successful candidate will also be eligible to participate in our annual Corporate Incentive Plan (CIP) that can range to up to 6% of annual salary. 

Provided they meet all eligibility requirements under the applicable plan documents, the successful candidate (and their eligible dependents) will be eligible to enroll in group healthcare plans that offer medical, dental, and vision and for insurance plans offering short term disability, long term disability, and basic life. Employees are also able to enroll in Sellers Dorsey’s 401k plan provided they meet plan requirements.  Sellers Dorsey offers a Flexible Time Off that allows employees to use what they need. Additionally, we offer 10 paid holidays throughout the calendar year, paid time off for qualifying medical leave, and up to 12 weeks of combined paid parental and bonding leave. The foregoing benefits and paid time off, including an employee’s eligibility therefore, will be controlled by applicable plan documents and Sellers Dorsey policy. 

This is intended to provide a general description of benefits and other compensation and is not a substitute for applicable plan documents or company policies. 

Sellers Dorsey is an Equal Employment/Affirmative Action employer. We do not discriminate in hiring on the basis of sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, protected Veteran status, or any other characteristic protected by federal, state, or local law.

If you need a reasonable accommodation for any part of the employment process, please contact us by email at HumanResources@sellersdorsey.com and let us know the nature of your request and your contact information. Requests for accommodation will be considered on a case-by-case basis. Please note that only inquiries concerning a request for reasonable accommodation will be responded to from this e-mail address.

This position requires that you be fully vaccinated against Covid-19. Requests for reasonable accommodation on the basis of disability and/or sincerely held religious beliefs will be provided subject to undue hardship.

Sellers Dorsey maintains a Drug-Free workplace.