Partners Data Systems
Hours: Full Time; Monday - Friday or Tuesday - Saturday; TBD
Location: The Polyclinic 1145 Broadway
The IT Desktop Analyst's primary role is to act as a second-level problem identification and resolution resource for physicians, administrators, patients, and other Polyclinic employees. This includes: answering questions, providing advice, troubleshooting, coordinating resolution with other IT groups, following-up with users to help them solve their IT problems, and equipment maintenance and repair. The analyst will work as part of a team to monitor, operate, maintain and repair computers, related peripheral equipment, and other supported devices. The IT Desktop Analyst's communication, conduct, and performance will provide the highest level of customer service to support the Polyclinic to be a High Performance Organization.
Provide second-level triage, troubleshooting, in person and remote assistance for problems with computer systems, peripheral equipment, operating systems, web browsers, business and clinical applications, and network services. Help users solve their IT problems, and provide targeted instructions to users to improve their skills and confidence in using computer systems and applications. Track, report, and escalate recurring problems.
Recognize, gather required information, and escalate more difficult problems and service requests to Desktop Seniors and other infrastructure or application support staff as needed. Follow-up with customers and technical support staff on the status of resolution to ensure problems are resolved on a timely basis.
Must anticipate problems and take preventative action, as well as troubleshoot and solve problems that occur working directly with vendors if required.
Follow standard Desktop operating procedures to provide technical support to physicians, administrators and other employees on technology incidents, problems and service requests. Participate in creating standard procedures for undocumented or new processes.
Create, update, or review documentation such as: IT notifications, diagrams, procedures, customer, internal support and technical.
Convey a strong sense of urgency related to problem solving and meeting customer needs. Understand business impact for each request and provide the highest level of support to all Polyclinic employees. Follow-up with customers in a timely and professional manner to ensure that support is provided to their satisfaction.
Responsible for ensuring that security and data integrity standards and processes are established and enforced, network cabling coordination, and perform other preventative maintenance.
Help facilitate the installation, configuration, testing and integration of new hardware and software. Responsible for maintaining hot swap devices, including coordination of outside resources for repair efforts and identifying equipment obsolescence.
Conduct product evaluations of upgraded or new hardware and applications identifying strengths, weaknesses, and potential benefits. Assist in determining equipment settings and operating instructions.
Assist with project planning and implementation including new systems or application rollouts, inventory assessments and audits, compliance and security testing for software applications, and updating software guidelines and instructions as needed. Coordinate customer notifications of project and maintenance activities, and update documentation for user instructions and guidelines. Gather, organize, and analyze report data from multiple sources to identify patterns.
Document each issue and follow from entry to closure with same day communication back to end user. Use and maintain Help Desk ticketing system for logging, documenting, and communication of issue and resolution information.
Support and backup other IT services as needed and other duties as assigned.
Education: College education preferred with formal/advanced training with computer applications and desktop technologies or equivalent work experience.
Certification/Licensure: CompTIA A+ or MCITP required or applicable experience
Experience: Minimum two years of experience supporting technology in an enterprise environment. Experience with desktop hardware, peripheral equipment, software applications, operating systems and network connectivity desired.
* Supporting IT in a healthcare environment strongly preferred.
* Technical knowledge of PC/Mac systems, software application support and emerging technologies in these areas.
* Experience with Microsoft Office, Active Directory, Systems Center Configuration Manager, Remote Desktop, Epic EHR, Dragon medical, and Citrix XenApp and Netscaler preferred.
* Previous Help Desk or Desktop Services experience preferred.
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About Partners Data Systems
Partners Data Systems is a company that provides high availability storage and backup automation solutions.