Desktop Support Senior Analyst

Description

POSITION SUMMARY

The Desktop Support Senior Analyst provides support assistance to users in the operation of end-user technologies via telephone, remote desktop, and/or in-person. Performs installation of computer hardware and software, computer accounts management, and preventive maintenance. Provides troubleshooting and resolution for maintaining client-side computer hardware and software which may include travel to our health centers throughout Maricopa County. Position requires current expertise with implemented desktop operating systems, software, and hardware. Work is performed under coordination from the Technology Support Supervisor.

EXPECTATIONS

Every Adelante Healthcare employee will strive to maximize their performance and contribution to Adelante Healthcare and the community we serve every day. Employees are expected to work in a manner that demonstrates a commitment to quality, patient safety, employee engagement, innovation, and the highest standards of personal integrity, professionalism, and competence.

OUR CORE VALUES

• Compassion
• Excellence
• Integrity
• Learning
• Respect
• Sustainability

Qualifications

ESSENTIAL SKILLS AND EXPERIENCE:

• High School diploma or GED from an accredited institution and five (5) or more years’ experience providing information technology services related to this position; Certificates from recognized programs that indicate mastery of tools and techniques relevant to the assignment may substitute for up to six (6) months of experience.
• Demonstrated technology troubleshooting skills and critical thinking
• Demonstrated experience and understanding of current client computing hardware components and their interrelationships for PC, Android, IOS, and MacOS, platforms
• Working knowledge of printer technologies and their associated equipment
• Excellent communication skills in person, over the phone and via email
• Must be able to learn new technical concepts quickly and readily
• Must have comprehensive knowledge with computers in general as well as current Microsoft Windows Operating Systems, Microsoft Office 365 products and the Internet
• Must be able to work well in a team environment, as well as on an individual basis, and have a desire to help the end users
• Have a desire to help others resolve problems
• Competency in working with people of various cultures
• Familiarity with Windows Server including print management and task scheduling
• Understanding of SCCM, Active Directory and Group Policy principles
• Evidence of valid Arizona driver’s license and current auto insurance
• Ability to maintain confidentiality
• Prioritization and multi-task skills are required
• Valid Level One Fingerprint Clearance Card issued by the Arizona Department of Public Safety for all specialty behavioral health locations

POSITION RESPONSIBILITIES

Technical

• Show proficiency in lower tier responsibilities
• Be on call during business and off hours for critical systems
• Be open to periodic overtime, sometimes with short notice - some weekend hours required when business needs demand
• Support IT responsibilities for site moves and bringing new sites live
• Perform operating system and application package upgrades, installations, and reconfiguration in support of development and production services
• Identify opportunities for process, systems, and application improvements
• Work as a member of a team in Windows and MacOS environments providing technical support for client workstations and related technology devices
• Provide expert technical knowledge and advice, including installation, testing, and evaluation of new software, monitoring, and support of systems
• Recommend and implement appropriate changes to increase system security
• Configure, install and support desktop computers, laptop computers, handheld devices, monitors, portable data storage devices, and other general peripherals.
• Provide enhanced desktop and end-user support service to VIP customers.
• Desktop support experience with MAC and Apple devices and peripherals.
• Connect and configure IT devices to use computer networks.
• Diagnose hardware and software failures communicate the remediation plans to users and provides status updates.
• Support desktop maintenance, including inventory and software distribution, and security maintenance, including virus updates and patch management.
• Provide virtual assistance sessions such as Windows Remote Assistance.
• Adapt to various types of situations, clients, and tools.
• Use an IT ticket system, is responsible for receiving and tracking trouble tickets and requests, assigns them to a technical specialist (could be themselves or someone else) for action and ensures that their tickets are resolved, and closed out with the customer and in the system.
• Track and update the movement of IT assets (laptops, desktops, printers, etc.)
• Maintain a professional attitude and appearance, while always providing excellent customer service, including maintaining a good work ethic and assisting other analysts when needed.
• Participate in troubleshooting of issues with the drive towards root cause identification.
• Serve as mentor and coach to lower tier personnel

• Collaborate and teams with others on a variety of technology and technology support projects
• Provide excellent customer service. Maintain a pleasant and helpful manner; listen patiently when people are upset on the phone, email, or in person.
• Act as customer problem solver, maintaining a constructive and positive attitude.
• Create end-user and departmental documentation

NONESSENTIAL SKILLS AND EXPERIENCE:

• Intermediate knowledge of local & wide area network (LAN and WAN) systems
• Apple systems and products (iOS/macOS) experience a plus
• Help Desk Institute (HDI)
• CompTIA A CompTIA Network
• Microsoft Certified Desktop Support Technician
• ITIL Foundation

Additional Duties and Responsibilities

• Maintain current awareness and expertise on available desktop operating systems, applications, services, and methods
• Visit vendors to observe demonstration of systems software as requested and report findings to supervisor
• Identify and attend relevant training and education
• Available via cell phone for business communications
• Drive to multiple company locations to perform duties
• Perform other duties as assigned by supervisor or manager
• Perform duties during weekends, holidays, late or early shifts as needed

Patience-Centered Medical Home (PCMH)

All employees are responsible for promoting and participating in interdisciplinary communication and collaboration to enhance the delivery of quality across the health care system. Employees should maintain an environment which supports and engages patients and co-workers in a caring team-based model to promote wellness and improve health outcomes.

Adherence to Compliance and Code of Conduct

All employees are required to comply with Adelante Healthcare’s written standards, including its Compliance Program and Standards of Conduct, policies and procedures and reporting of any conduct that potentially violates Adelante’s legal or compliance requirements. Such compliance will be an element considered as part of the regular performance evaluation.

PHYSICAL DEMANDS AND WORK ENVIRONMENT

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical demands: While performing the duties of this job, the employee may be required to sit for long periods of time, is required to stand, walk, use hands to handle or feel objects, tools or controls; reach with hands and arms; climb steps/stairs; balance; stoop, kneel, crouch or crawl; talk or hear; smell; manage stress as it relates to essential job functions. The employee must frequently lift and/or move up to 25 pounds without assistance and may occasionally be required to lift or move up to 50 pounds with assistance. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Work environment: While performing the duties of this job, the employee is exposed to weather conditions prevalent at the time when traveling to various clinic sites. The noise level in the work environment is usually moderate. The employee may be subject to health hazards (contagious diseases, blood borne pathogens, etc.) when working in the clinic area.