PC Desktop Support Analyst I (on-site)

Overview

The PC Desktop Support Analyst will assist with performing the daily operational activities, providing front-line technical services. Responsibilities of the PC Desktop Support Analyst includes triaging, diagnosing, and investigating incidents/service requests, resolving incidents/service requests when possible, escalating tickets when appropriate, coordinating communications between team members and customer, closing resolved incidents/requests, and ensuring thorough documentation of relevant details including the steps taken during investigation and resolution. The PC Desktop Support Analyst will assist with maintaining, analyzing, repairing, and performing upgrades to computer systems, telecommunication devices, printers, fax machines, mobile devices, and other peripherals managed by the department while ensuring optimal performance.

Responsibilities

ESSENTIAL JOB FUNCTIONS
• Responsible for service operations ITSM process, with emphasis on incident/request management and problem management; ensures that IT incidents and service requests are resolved in accordance with service level targets and meets customer expectations; provides solutions while investigating problems to help minimize the impact of IT incidents.
• Executes incident management processes, including analyzing and resolving hardware and software issues; maintains, analyzes, repairs, and performs upgrades to resolve incidents involving computer systems, telecommunication devices, printers, fax machines, mobile devices, and other peripherals managed by the department.
• Executes access management and request fulfillment processes, reviewing request to ensure adherence to established policies and procedures, communicates with customers to set expectations, provides recommendations, and obtains necessary approvals prior to fulfillment or escalation.
• Escalates incidents and services requests to other support teams members and vendor resources as issues, risks, and/or permission limitations are identified.
• Demonstrates strong analytical and problem solving skills while working well both independently and in collaborating with others to complete assignments to meet deadlines, delivering quality results, and following policies and procedures.
• Thoroughly communicates progress and information with customers and team members in the form of verbal and written communication, including capturing in service management systems the details of the incident/request, steps taken during investigation, and method of resolution.
• Monitors and participates in end-user support and education of information systems.
• Participates in efforts to review business needs, evaluate and identify solutions, engage in activities to upgrade or deploy new technology, and update service catalogue and define service levels when new services are supported.
• Monitors and participates in end-user support and education of information systems.

• Pursues self-development and effective relationships with others by sharing resources, information, and knowledge with coworkers and customers.
• Excellent time management and organizational skills, and ability to handle multiple concurrent tasks and projects with minimal supervision.
• Provides exceptional customer service in person, on the phone, or via email as appropriate.
• Maintain a high level of employee morale within the team.
• Attends and participates in meetings, committees, and training sessions as directed by Director of Information Technology.
• Ability to work a flexible schedule, including flexibility to provide on call support.
• Abide by AHMC Code of Conduct and HIPAA compliance.
• Perform additional duties as assigned.

Qualifications

TRAINING/EXPERIENCE
• Help desk experience preferred.
• Experience with Microsoft Office, Windows, Windows Server, Remote Desktop, Active Directory and Exchange, printer/peripheral device troubleshooting, and support for mobile devices and tablets.
• Knowledge in the area of PC hardware and components, including desktops, laptops, mobile devices, printers, and other peripherals that connect to these devices.
• Familiar with PCs, related software, and operating systems.
• Experience troubleshooting connectivity issues and conducting/troubleshooting system diagnostics.
• Experience developing and deploying PC images and application packages.
• Experience with service management and asset management systems a plus.
• Excellent interpersonal, communication, and written documentation skills.
• Must have the ability to speak, interpret and follow verbal and written instructions in English.
• Strong problem solving and analytical skills.

EDUCATION/CERTIFICATION/LICENSE
• Associate's degree in Computer Science or related field preferred.