At HTC Global Services our consultants have access to a comprehensive benefits package. Benefits can include Paid-Time-Off, Paid Holidays, 401K matching, Life and Accidental Death Insurance, Short & Long Term Disability Insurance, and a variety of other perks.

Summary

Desktop/Network Support Analyst, Workplace Computing will support in maintaining, analyzing, troubleshooting, and repairing computer systems, software/hardware, and peripherals. The Desktop/Network Support Analyst documents, maintains, upgrades and/or replaces hardware and software systems in the field as required. They will work together with the Help Desk and Data Center Operations staff as appropriate to determine and resolve problems received from clients via the ticketing system.

Education

• A Baccalaureate Degree or degree from an accredited college or university; OR
• An Associate degree from an accredited college or university and a minimum of one year work experience; OR
• A satisfactory combination of education, training, and experience.

Experience

• Experience in a desktop support services team
• Outstanding organizational skills and high attention to detail
• Problem solving/ troubleshooting
• Communicate clearly and with transparency and articulate ideas effectively
• Demonstrated ability to explain technical concepts to nontechnical people
• Ability to multitask, self-prioritize and work under pressure

Essential Functions

• Responsible for performing hardware repairs on equipment such as desktops, notebooks, tablets, printers, and peripheral hardware. Will also perform preventative maintenance on hardware
• Accountable for giving accurate and appropriate service to end users at assigned hospital facility
• Will regularly perform software upgrades and configuration enhancements as per Workplace Computing standard operating procedures
• Will ensure that all requests from user are logged and proper procedures are followed
• Responsible for maintaining ticket status and resolution information in BMC Footprints ticketing system
• Accountable for meeting established performance metrics which will be used in performance evaluations
• Will use knowledge of testing and distributing security patches to clients on a regular basis
• Regularly tasked with installing, repairing, and troubleshooting computer hardware, software and peripherals on both the Windows and Apple platforms
• Other responsibilities as assigned

Other Duties

• Integrity and commitment to mission
• Excellent written and oral communication skills
• High level of flexibility, with a strong work ethic and an entrepreneurial spirit to accommodate a high level of responsibility and multiple priorities
• Participation in On-Call rotation

Quality Statement:

A goal of this position is to ensure that all contacts and customers receive quality services. The staff must be willing to participate in the quality improvement process, including but not limited to:

• Identifying areas in which the quality improvement process can be applied;
• Collecting and organizing quality measurement data; and
• Participating on Quality Teams.