Desktop Support Analyst II
Desktop Support Analyst II
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Job Description
Employment Type:
Full timeShift:
Description:
POSITION PURPOSE
Configures installs monitors and maintains TIS users desktop software and hardware and provides advanced level support in these areas. Provides consultation to TIS users for all aspects of end-user computing and desktop-based LAN systems software. Provides advanced level technical support and guidance through Tier 2 support and works with vendors to resolve Tier 3 issues. Participates in projects.
ESSENTIAL FUNCTIONS
- Knows understands incorporates and demonstrates the Trinity Health Mission Vision and Values in behaviors practices and decisions.
- Provides expert level support of all desktop and network hardware and software applications. Provides proactive and advanced troubleshooting and analysis. Acts as an expert information source on product evaluation selection deployment and use.
- Configures and installs software on IS users desktop and laptop computers.
- Installs new computer hardware (desktop laptop PDA printer etc.) at users locations.
- Provides analytical and technical expertise in the planning design and installation of new and existing desktop systems.
- Evaluates selects and utilizes new advanced support tools applications and research to provide solutions to complex hardware and software issues.
- Understands and accounts for interactions between technologies and applications across service lines and develops integration migration and/or contingency plans.
- Assists in technology strategic planning and budgeting maintenance of technical documentation and identification of process improvement opportunities.
- Provides consultation to TIS users for all aspects of end-user computing and desktop-based LAN systems software.
- Participates in project activities including data collection design suggestions and communications with project teams and end users.
- Responsible for documenting solutions to problems trouble-shooting techniques and developing end-user guidelines. Recommends changes based upon history and experience.
- Participates in the testing and evaluation of new desktop packages and implements prototypes.
- Supports mobile workforce.
- Participates in on-call support rotation as specified by management.
- Participates in coaching and mentoring others in their work efforts.
- Maintains a working knowledge of applicable Federal State and local laws and regulations Trinity Healths Integrity and Compliance Program and Code of Conduct as well as other policies and procedures in order to ensure adherence in a manner that reflects honest ethical and professional behavior.
- Performs other duties as assigned.
MINIMUM QUALIFICATIONS
- Bachelors degree in Computer Science Information Systems or related field or an equivalent combination of education and work experience.
- Three (3) or more years of hands on experience with knowledge of installing complex applications hardware and troubleshooting techniques required or demonstrated proficiency in these areas.
- Microsoft and Personal Computer Certifications (A Network MCDST MSP) or equivalent work experience. MSCE certification preferred.
- Advanced skills in Microsoft desktop operating system / applications installation and support (Microsoft Office and Outlook) experience.
- HP Desktop and Laptop Certification preferred.
- Experience on multiple platforms including concepts of networking (LAN and WAN) and IS best practices required.
- PC Imaging experience required.
- HP / Lexmark printer experience required.
- Excellent communication and interpersonal skills.
- Excellent oral and writing skills for client communication and system documentation.
- Ability to troubleshoot software and hardware malfunctions.
- Ability to remain calm helpful and productive in all situations.
- Ability to resolve multiple customer issues simultaneously.
- Must be comfortable operating in a collaborative shared leadership environment.
- Must possess a personal presence that is characterized by a sense of honesty integrity and caring with the ability to inspire and motivate others to promote the philosophy mission vision goals and values of Trinity Health.
PHYSICAL AND MENTAL REQUIREMENTS AND WORKING CONDITIONS
- Must be able to set and organize own work priorities and adapt to them as they change frequently. Must be able to work concurrently on a variety of tasks/projects in an environment that may be stressful with individuals having diverse personalities and work styles.
- Must possess the ability to comply with Trinity Health policies and procedures.
- Ability to read analyze and interpret general business periodicals technical procedures or governmental regulations.
- Ability to write reports business correspondence and procedure manuals.
- Required to be able to push/ pull and lift objects (computers monitors printers) weighing up to 50 pounds.
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of duties so assigned.
Our Commitment
Rooted in our Mission and Core Values we honor the dignity of every person and recognize the unique perspectives experiences and talents each colleague brings. By finding common ground and embracing our differences we grow stronger together and deliver more compassionate person-centered care. We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin disability veteran status or any other status protected by federal state or local law.
Required Experience:
IC
Employment Type
Full-Time
