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.
Teamwork:
* 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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