Job Directory Desktop Support Analyst Associate - Endpoint Support Services, Full-time, Days

Desktop Support Analyst Associate - Endpoint Support Services, Full-time, Days
Lake Forest, IL

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Job Description

The Desktop Support Analyst will have primary responsibility for maintaining PCs, tablets, video conferencing systems, printers, phones, including operating systems support. To that purpose, the position provides business-use guidance as well as technical guidance for end user technologies. The role includes hardware and software deployment as necessary.

Technical Skills:

* Knowledge on Microsoft operating systems associated with HP, Lenovo & Dell PC platforms, Cisco Call Manager and Cisco phones, HP and Xerox printers.

* Provides desktop hardware and software problem identification and resolution for all PCs and related equipment.

* Completes hardware moves and equipment replacements for all PCs and all PC related equipment.

* Provides feedback and suggestions to the appropriate Information Services architecture teams on topics related to supported hardware and software standards.

* Support and ensure compliance with workstation hardware and software standards (including delivery) as determined by the Information Services department.

* Communicate with team lead and manager on day to day team environment.

* Communicate with IS Service Desk and provide needed support to meet immediate customer needs.

Customer Service:

* Responds thoroughly and promptly to customer needs.

* Owns customer relationships and follows issues through to closure.

* Applies problem solving concepts and takes ownership to solve end user problems

* Escalates problems to senior support staff as necessary.

* Successfully conducts follow ups to ensure problem resolution and/or service requests are completed to user satisfaction.

* Provides suggestions of new processes to enhance customer service.

* Understands the business and clinical processes at NMH and the operational environments of assigned customers.

Communication Skills:

* Communicates clearly, responsively, and concisely with customers and team members.

* Develops effective relationships with users and other IS team members to enhance the timeliness and effectiveness of technology solutions.

Personal and Staff Development:

* Seeks to improve talents and skills consistent with overall IS direction.

* Takes direction from senior support staff.

* Develops skills based on field experience.


* Focuses on IS team success and promotes collaborative efforts with others.

* Shifts easily among different technical and project roles as required by situation.

* Adapts well to rapid change and multiple priorities.

* EOE Minorities/Women/Disabled/Veterans.

* VEVRAA Federal Contractor.

Required: Bachelor's Degree OR 1-3 years of information systems experience.

Preferred: Bachelor's degree. Relevant IT Certifications.


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