Desktop Support Analyst II

The IS Desktop Support Analyst provides first and second level technical support services for all desktop hardware, software, and networking related problems reported to the Service Desk via e-mail and phone. The IT Desktop Support Analyst serves both the Help Desk and Desktop Support functions by fielding and addressing user requests and calls for service through e-mail, phone, remote tools, and on-site visits.

E ssential Functions and Responsibilities:

• Receive and record ALL requests for service and Incidents received via telephone, voicemail, e-mail, and from walk-up customers in the Incident and Request Management System.
• Provide daily break/fix support for all desktop hardware and software issues via remote and onsite troubleshooting.
• Perform daily Asset Management related activities.
• Prioritize and escalate Incidents and requests per established matrix.
• Follow-up with customers to confirm incident resolution.
• Frequent and regular professional communication utilizing the phone, instant messaging, e-mail, and face to face with both internal and external customers
• Provide Move Request and Project support
• Participate in the On-Call support rotation for after hours, weekends, and Holidays.
• All other duties as assigned

Minimum Qualifications:

• Associates degree in related IT field and/or 4 years related work experience
• Minimum 2 year helpdesk or IT call center experience

Experience:

• Previous experience providing end user support in a call center environment.
• Previous experience working in corporate and clinical environments.
• Experience with problem escalation and engaging IT departments
• Experience troubleshooting other hardware such as, hard drives, memory, network interface cards, virtual drives, docking stations, etc.
• Experience installing application software, drivers, and imaging desktop hardware

Skills and Abilities:

• Excellent customer service skills.
• Strong communication skills
• Strong technical aptitude and desktop troubleshooting skills
• Extensive knowledge of MS Windows and MS Office products
• Strong documentation and user guide development skills
• Intermediate Desktop hardware and peripheral equipment knowledge
• Intermediate knowledge of Network troubleshooting, including wireless issues
• Intermediate mobile device support
• Knowledge of Asset Management procedures
• Knowledge of basic and intermediate IT terminology

Physical Demands:

• Office environment with extensive sitting, standing, walking, stooping, reaching, and lifting up to 40 pounds.
• Must be able to travel to remote locations, lifting, bending, transporting, and installing equipment.

FLSA Statement:

This position is classified as exempt under the Fair Labor Standards Act (FLSA).

EEO Statement:

Touchette Regional Hospital is an equal opportunity employer and is committed to providing equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, or any other characteristic protected by applicable federal, state, or local laws. This policy applies to all terms and conditions of employment, including hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.