Desktop Analyst

DescriptionSUMMARYWe are currently seeking a Desktop Analyst to join our team. This fulltime role will work days (Monday to Friday 8:00 AM – 4:30 PM). Full on-site (no remote work). Purpose of this position: Responsible for the deployment, support, updating, troubleshooting, administration, auditing and retirement of standard HCMC IT hardware and software solutions on campus and in clinics/offsite. Provides first-level support to all users of HCMC IT service, and is the primary, single point of contact. Tasks include answering the telephone service line, in person and remote resolution of customer incidents and requests, advice on IT needs for end users, and equipment replacement as needed. This role will also be assisting any staff with various devices issues and connectivity problems and may provide on-site support or deliver and activate replacement devices if needed. Escalating unresolved incidents to appropriate teams as needed. Provides mentoring support to junior agents as well as updating the knowledgebase and training documentation regularly. May be appointed as the department liaison during an IT event, projects, or disasters to assist with notifications, recovery, planning, research, and communication.RESPONSIBILITIES:Demonstrate strong inter-personal skills; including interactions with end users and cross functional teams face-to-face and over the phone, strong verbal and written communication skills using common terms and clear descriptive language, encouragement and engagement skills, build and maintain collaborative working relationships, and employ active listening skills with the ability to re-state or paraphrase accuratelyPractice customer-centric decision making adhering to the core values of HCMCMaintain a calm disposition with the ability to react quickly, logically, and effectively under pressureCommunicate deadlines and consistently follow up with all end users dailyParticipate in service staff team meetings; bring and present solutions on challengesResearch and participate in relevant training opportunities and resources to stay current on workstation support technologies and industry developmentModel positive customer interaction behavior focusing on customer needsAccurately record details of all incidents, tasks, and problems. Obtain complete user information. Ask appropriate probing questions. Escalate to appropriate team if unable to resolveProvide clear, descriptive details and timelines to the incident log (tell the story)Use appropriate tools and technical knowledge/skill to troubleshoot, diagnose, and accurately resolve at first contactEnsure the proper prioritization and escalation process of incidents to the appropriate teams using established support guidelines, polices, and SLAs (Service Level Agreements)Help drive HCMC IT Security practices and the confidential nature around user passwords for the network/domain and various applications and systemsTechnical skill, knowledge and competency of printers, print drivers, spoolers and print serversAssist Support Analyst I’s in the delivery of service as needed and requestedParticipate as a team member or lead in HICS and Disaster Recovery as it relates to ITAssist in developing new technical standards and procedures for the desktop computing environment that will streamline and improve service management processesSupport the HCMC desktop computing environment and all of its related components (i.e. Printers, network connectivity, etc.)Participate in technical projects, handling day-to-day task management, prioritization, support, and provide effective communication with team members, including status reportingProvide input and research into the ongoing configuration of the HCMC desktop computers, including; operating systems, applications, wired and wireless networking, VPN/RAS, DNS, and DHCP settingsProvide effective oral and written communication to management as requested for the status of day to day operations and for specific projectsProvide regular and/or off-hours on-call problem support as scheduledAccurately record details of all incidents and problems. Obtain complete user information. Ask appropriate probing questions. Escalate to appropriate team if unable to resolvePlan, design, implement and support of Microsoft utilities (Run, telnet, ping, SMS, SCCM, Softgrid, PowerShell, etcAssist in the definition of desktop hardware and software requirements based upon business or clinical needsSupport the desktop image library and assist in the design and support of the delivery of operating system-based images for PC workstations at HCMCProvide support and resources for the implementation, go-live, and ongoing support of new systems or applicationsParticipate with management and peers in the development of an enterprise level IT infrastructure strategyTrain Desktop Analyst IAbility and willingness to assist in coverage as needed on a 24x7 operations teamQualificationsQUALIFICATIONSMinimum Qualifications:Bachelor’s Degree in relevant field or equivalent experience 3-7 years combined “Service Desk Analyst” or “Desktop Analyst” ExperienceExperience utilizing enterprise workstation management toolsExperience configuring and troubleshooting network connectivityExperience configuring and troubleshooting a variety of computing devices and applications as requested by a customerExperience with healthcare applications and environmentExperience creating documentation and KB articles-OR-An approved equivalent combination of education and experiencePreferred Qualifications:A+ CertificationXenMobile, mobile device supportTraining ExperienceVirtual DesktopPrinter support experience (HP and Xerox)Knowledge/ Skills/ Abilities:Critical thinking and problem solving skillsProject experienceInterpersonal skills and the ability to communicate with management, peers and customers via reports, email, or verbal updatesExcellent customer service focus, including escalation handling and resolutionDemonstrated ability to manage multiple priorities and deadlinesAdaptable to changing priorities, tasks, and work schedules to meet customer service standardsEffective written and verbal communication skillsMust be a self-starter, able to work under pressure and be flexible in setting prioritiesDemonstrated ability to quickly learn new technologies and systems and provide instruction on complex processesCustomer advocateJob Level: StaffEmployee Status: Regular