Desktop Analyst

SUMMARY

We 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.

• 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 accurately
• Practice customer‑centric decision making adhering to the core values of HCMC
• Maintain a calm disposition with the ability to react quickly, logically, and effectively under pressure
• Communicate deadlines and consistently follow up with all end users daily
• Participate in service staff team meetings; bring and present solutions on challenges
• Research and participate in relevant training opportunities and resources to stay current on workstation support technologies and industry development
• Model positive customer interaction behavior focusing on customer needs
• Accurately record details of all incidents, tasks, and problems. Obtain complete user information. Ask appropriate probing questions. Escalate to appropriate team if unable to resolve
• Provide 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 contact
• Ensure 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 systems
• Technical skill, knowledge and competency of printers, print drivers, spoolers and print servers
• Assist Support Analyst I’s in the delivery of service as needed and requested
• Participate as a team member or lead in HICS and Disaster Recovery as it relates to IT
• Assist in developing new technical standards and procedures for the desktop computing environment that will streamline and improve service management processes
• Support 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 reporting
• Provide 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 settings
• Provide effective oral and written communication to management as requested for the status of day to day operations and for specific projects
• Provide regular and/or off‑hours on‑call problem support as scheduled
• A ccurately record details of all incidents and problems. Obtain complete user information. Ask appropriate probing…