Desktop Support Analyst (FT- 1 FTE)

Position Summary:

The Desktop Support Analyst ensures proper computer hardware, software, and auxiliary device operations organization wide. The Desktop Support Analyst serves primarily as a tier 2 support position for all technology end user incidents and service requests and must understand and utilize best practice principles to provide support and excellent customer service. They provide individual help or training at the desktop level and desktop peripheral level.

Minimum Qualifications:

Associates degree or 5 years related experience

2 years desktop support experience

Preferred: Bachelor’s degree

Preferred: Information Systems certifications such as Network+, A+, and/or ITIL

Preferred: Experience in hospital setting

Essential Job Functions:

Works with a variety of users to resolve hardware, software, network connectivity, and application issues.

Configures, installs, updates, maintains computers and auxiliary devices, both hardware and software.

Provides training for both hardware and application functionality.

Assists other members of the IT team to trouble shoot resolve problems.

Ensures documentation, such as Knowledgebase articles or FAQ’s are created, maintained and current.

May be assigned oversight of related services or programs such as inventory, printing, department and facility moves, or desktop image standard creation and maintenance.

Partners with applications staff to install and troubleshoot software installations and upgrades.

Ensures all work activities are captured in service management system.

Improves and maintains service management system options such as service catalog items.

Knowledge, Skills and Abilities

Computer applications, MS Office, EMR, internet applications and standard office equipment

Ability to work varied shifts

Strong interpersonal, verbal and written communication skills

Self-directed, completes assignments accurately, thoroughly and with minimal oversight

Creativity, problem analysis and decision making

Strong emotional intelligence, interpersonal and teamwork skills

The above statements are intended to describe the general nature and level of work being performed by people assigned to the job classification. They are not to be construed as a contract of any type nor an exhaustive list of all job duties performed by individuals so classified.77211300 Information Technology

R9355