HELP DESK ANALYST

Job Title: IT Desktop Support Analyst I, II, III

Department: 9360

The IT Desktop Support Analyst is responsible for supporting and enhancing the end user computing environment owned by South Central Regional Medical Center. Specific responsibilities include installing and supporting hardware and software, performing system upgrades, and managing mobile devices. Responsibilities also include operational support activities such as troubleshooting and resolving software and hardware related problems, documenting requests and processes, and ensuring seamless and quality technical support for SCRMC customers in alignment with SCRMC standards, controls and governance. This requires an understanding of basic network connectivity, basic printer and print server functionality, and hardware and software troubleshooting skills. In addition, individuals must have excellent communication skills to properly meet the customer's needs.

Job Components

1. Professional Responsibilities :

• Demonstrates creativity and takes initiative in problem solving. Resolves or facilitates resolution of basic hardware and software problems for users.
• Coordinates with vendors that host off premise systems for the organization when there is an issue.
• Participate in on call rotation schedule.
• Provide exceptional customer service for South Central Regional Medical Center users.
• Demonstrates a customer service approach to service delivery and effectively communicates with our customers on requests and incidents.
• Demonstrates motivational attitude.
• Show technical aptitude and ownership of issues across multiple disciplines and technologies.
• May have to work hours outside of normal 8-5 for projects and on call rotation.
  

1. Core Duties :

• Be able to properly image new workstations and add to domain for South Central Regional Medical Center
• Troubleshoot Web, Email, Office issues for users and coordinate with systems and network team for website access issues due to web content filtering systems of South Central Regional Medical Center
• Collaborate and escalate issues when unable to resolve to Tier 2 and 3 teams
• Ensure security and operational standards and procedures are maintained in accordance with SCRMC IT compliance requirements, HIPPA standards, and industry best practices.
• Identify and implement automation opportunities.
• Research and recommend appropriate best practices and tools for desktop support team.
• Other duties as assigned by management.
• Close support requests in ticketing system in timely manner.
  

1. Essential Skill Competencies
   
   • Desktop support troubleshooting skills
   • High level of VMware View Virtual Desktop infrastructure knowledge
   • Printer troubleshooting skills from perspective of both the physical device and the printer que on the print server
   • Basic network connectivity troubleshooting skills
   • Experience with Microsoft Active directory users and computers
   • Group Policy troubleshooting and experience
   • Citrix receiver troubleshooting from local client
   • Client configuration for wireless networking
   • Windows Deployment Services
     
     
2. Minimum Requirements : Prefer previous IT experience within an enterprise. A professional certification from Microsoft in desktop support, Windows 7, Windows 8 or Windows 10 is preferred but not required. Determination of Level I, II, III is based on a combination of factors to include but not limited to healthcare experience, professional certifications, work experience, education.
3. Interaction Skills : Effectively communicate verbally and in writing; Ability to provide instructions and education to peers and end users within the organization.