Client Systems Analyst

The IT Client Systems Analyst is responsible for providing desktop and other client hardware, software and system support for enterprise users of IT systems. At this level, support calls may be complex in nature and requires the application of technical and organizational knowledge as well as sound judgement to address a wide variety of technical issues. This position requires the analyst to balance technical knowledge with a high level of customer service and judgement drawn from professional experience and understanding of organizational needs.

The analyst will resolve complex Client Support requests, escalated support tickets and provide direct support for organizational projects. The analyst will apply advanced technical knowledge and customer service to resolve issues and take ownership to ensure SLA standards are met. Client system administration will include but is not limited to:
System Center Configuration Manager (SCCM), Citrix Xen Desktop, Wyse Device Manager (WDM), Active Directory Group Policy & Policy Preferences (GPO, GPP), inventory management systems.

This position is in the field and will primarily support Gilchrist Hospice care offsite locations including locations in Anne Arundel County, Howard County, and Baltimore City/County. This is not a remote position

Bachelor's degree or equivalent and/or IS industry certifications preferred

CompTIA A+, ITIL, MCDST, HDI, MCPID, Citrix Xen App/Desktop, PMI/PMP or other IT certifications preferred

2 years of experience with IT support preferred, Healthcare IT experience is beneficial

• Proficiency with Windows in a networked environment
• Proficiency with client hardware including desktop, laptop and mobile device support
• Knowledge of enterprise systems and customer support
• Strong communication, documentation and problem-solving skills
• Knowledge of SCCM, GPO, Citrix, AD and advanced client systems preferred
• Demonstrated proficiency with incident management

• Employee has knowledge and understanding of patient and workforce safety as it relates to job duties.

• Demonstrates competency in the delivery of care and applies the knowledge to meet age-specific needs if applicable.

• Administers client support systems and hardware;
  Maintains existing systems and designs and implements new systems.
• Provides education, training and mentoring for Service Desk staff
• Responsible for developing solutions for complex client support needs
• Customer service focus, responsible for ensuring ticket SLAs compliance and escalation needs
• Resolves escalated Service Desk and Client System support tickets and provides Service Desk escalation support that is not resolvable at the tier I, II or III levels
• Provides IT project implementation support for client systems as required
• Evaluates customer needs and makes technical recommendations that comply with current enterprise IT standards and technical guidelines
• Develops and maintains support documentation for client systems
• Administers and develops enterprise client system standards and support implements deployed support process
• Administers and develops enterprise client system standards and support implements deployed support process
• Administers software and hardware inventory management system
• Installs, upgrades and maintains hardware and software for client systems: operating system, drivers, patches and other application components for client platforms
• Assists in testing and evaluating new or proposed software programs and hardware platforms
• Provides On Call support, 24x7 and escalated support as needed; provides Service Desk phone staffing support as needed

I will treat everyone with courtesy. I will foster a healing environment.

• Treats others with fairness, kindness, and respect for personal dignity and privacy.
• Listens and responds appropriately to others' needs, feelings, and capabilities.

I will strive for superior performance in every aspect of my work. I will recognize and celebrate the accomplishments of others.

• Meets and/or exceeds customer expectations.
• Actively pursues learning and self-development.
• Pays attention to detail; follows through.

I will be professional in the way I act, look and speak. I will take ownership to solve problems.

• Sets a positive, professional example for others.
• Takes ownership of problems and does what is needed to solve them.
• Appropriately plans and utilizes required resources for various job duties.
• Reports to work regularly and on time.

I will be engaged and collaborative. I will keep people informed.

• Works cooperatively and collaboratively with others for the success of the team.
• Addresses and resolves conflict in a positive way.
• Seeks out the ideas of others to reach the best solutions.
• Acknowledges and celebrates the contribution of others.

I will always act with honesty and integrity. I will protect the patient.

• Demonstrates…