Kent Campus Hospital

STATUS:Full Time 80 Hours

SHIFT: Day/ Evening

GENERAL SUMMARY:

Summary:
Under general supervision, the Desktop Support Analyst I provides technical support of desktop computers, telephones, peripherals, applications, and related technology. Answers user PC and software questions, serves as liaison with the Information Technology Department, assists with software training, and troubleshooting hardware and software applications. Uses experience, industry best practices, established procedures and documentation to aid in resolving problems. Occasionally works with other areas of IT when troubleshooting complex problems. May carry out limited research when troubleshooting complex problems. More complex or advanced support needs may be referred to a Desktop Support Analyst II.

ESSENTIAL FUNCTIONS & ACCOUNTABILITIES:

1. Installs, configures, and ensures ongoing usability of desktop computers, telephones, peripheral equipment and software within established standards and guidelines. Includes specification, installation, testing and troubleshooting of computer systems and peripherals.
2. Demonstrates excellent customer service and interpersonal skills by utilizing a courteous, timely, and professional approach in dealing with clients and co-workers. Follows up with clients on unresolved problems. Practices reflective listening skills. Presents ideas and instructions clearly.
3. Perform incident management activities such as clearly documenting issue resolution using the incident management ticketing system until closure in order to meet established SLAs.
4. Works with Information Technology staff as appropriate to determine and resolve problems received from end users.
5. Ensure desktop computers and telephones interconnect seamlessly with diverse systems including clinical and business systems. Requires interaction with application software and operating systems to diagnose and resolve technical problems.
6. Assist with basic, on-site AV setup support during times when Audio Visual Technician is unavailable
7. Works with Asset Analyst and Technical Support Supervisor purchase hardware and software.
8. Works with Service Desk to support Knowledge Management processes through article creation and review, while leveraging Knowledge Base for rapid Incident resolution
9. All other duties as assigned within the scope and range of job responsibilities

REQUIRED MINIMUM EDUCATION AND CREDENTIAL:

• Education High School Diploma or GED
• Credential None Required

EXPERIENCE:

Required: 2 years of related IT industry experience. Preferred: 3 years of experience in IT desktop support of similar role. Prior healthcare experience preferred.

PREFERRED EDUCATION AND CREDENTIAL:

• Education Bachelor Degree
  Bachelor Degree
  Computer Science
  Related field
• Credential A Certification
  Network Certified

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