DESKTOP ANALYST I

The Desktop Analyst is responsible for deploying and maintaining end user devices and the software installed on them. Troubleshoots software and hardware failures and identifies network problems when related to end user devices. The Desktop Analyst delivers technical support remotely or at the end users’ location. Communicates clearly and interacts with end users in a positive manner.

The Desktop Analyst demonstrates excellent customer service performance in that his/her attitude and actions are always consistent with the standards contained in the Vision, Mission and Values of Covenant HealthCare and the commitment to Extraordinary Care for Every Generation.

Answer incoming calls to Service Desk, create and update work tickets to support end users with applications, hardware, software, and networking.

Troubleshoot hardware, software, and connectivity issues in person and remotely.

Resolve and document work performed and solutions in ticketing system and knowledge base.

Work with vendors, system administrators, network engineers, and NOC (Network Operations Center), to troubleshoot and resolve issues.

Deliver support for reported problems with desktop computers, laptops, peripherals, and mobile devices.

Configure and install/deliver hardware devices, software, and peripherals.

Maintain inventory.

Create and update end user documentation and knowledge base articles.

Monitoring system performance.

Other duties as assigned.

Education/Experience Requirements

·         High School diploma or equivalent.

·         Associates degree in IT related discipline or two years of IT related coursework or CompTIA A Certificate or one year of IT related experience or combination of equivalent education and/or experience.

·         Obtain and keep current a certification for CompTIA A (current is defined as being within the 3-year threshold for continuing education).

·         Minimum of one (1) year recent IT experience preferred.

Knowledge/Skills/Abilities

·         Knowledge of Operating Systems (Windows, MAC, IOS and Android)

·         Knowledge of technical components of a computer system/device.

·         Basic network knowledge.

·         Basic knowledge of virtual environments.

·         Basic troubleshooting knowledge.

·         Excellent communication skills.

·         Ability to work in a team environment.

·         Outstanding customer service skills.

WORKING CONDITION/PHYSICAL DEMANDS

• Ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state and local standards.

• Constant near vision.

• Frequent lifting up to 25 lbs.

• Frequent walking, stooping, kneeling, crouching, squatting, crawling, talking, and hearing.

• Occasional lifting up to 100 lbs.

• Occasional standing, sitting, lifting, carrying, pushing, pulling, climbing, and balancing.