IT Desktop Support Analyst III

Description

Information Systems | Cape Girardeau, MO | Full Time

Job Summary

The IT Desktop Support Analyst III provide technical support and troubleshooting on devices such as computers, zero/thin clients, phones, AV equipment, etc. The analyst helps end users who are experiencing problems with the company devices and software and are also responsible for maintaining the company's computer services and equipment. Responsible for thorough documentation related to investigation and issue resolution

Essential Functions

• As the secondary point of contact for users requesting IT services or reporting technical issues, the analyst will provide excellent customer service while fulfilling these requests or responding to these issues, concerns or questions
• Receive incoming requests for technical support. Respond to the requests in a timely manner and facilitate first contact resolution utilizing technical expertise and knowledge base information. Recognize and escalate to IT engineers in a timely manner when advanced level resolution is not possible
• Provide level III support on various software applications, hardware systems and provide basic desktop application support. Refer more complex problems to appropriate IT personnel
• Provide analyst training to new and existing level I and level II according to company policies and procedures
• Provide strong hardware and software troubleshooting skills, independent trend and root cause analysis
• Perform total call ownership, good time management, and follow up skills
• Record all information associated with incidents, problems and/or requests in the IT Service Desk ticketing system in an accurate and timely manner
• Maintain a composed and polite relationship with all hospital and IT colleagues, who may be challenging when reporting incidents or making service requests; recognizing the priority of the issue or request in the context of IT service delivery
• Maintain a high level of familiarity with IT Service Desk ticketing systems and services in order to accurately document incidents, provide first level support, and escalate appropriately as needed
• Provide input regarding IT Service Desk team documentation and Knowledge Base content
• Participates in projects as needed and adheres to project plans
• Achieve performance metrics as deemed by Supervisor and Team Lead
• Assist Supervisor and Team Lead with reporting, analysis, or testing tasks
• Continuous skills enhancement in a dynamic technical environment is required
• Be able to maintain a flexible work schedule
• Any other duties as needed to drive to the Vision, fulfill the Mission, and abide by the Values of the organization
  

Qualifications

• Bachelor's Degree In related field required Or
• 8 years of equivalent work experience
• Minimum of 6 years Professional IT experience providing computer hardware installation and support preferred
• Minimum of 3 years Experience in healthcare environment preferred
• Project management methodologies and training material creation experience preferred
  
• Professional certification such as STI’s Certified Field Support Technician (CFST), Microsoft Office User Specialist (MOUS), A Certification, or similar preferred