What are the responsibilities and job description for the Desktop Support Analyst position at Mark Twain Behavioral Health?
Mark Twain Behavioral Health (MTBH) is a private not-for-profit Certified Community Behavioral Health Organization serving Northeast Missouri since 1975 with a wide variety of services. We strive to treat the whole person by promoting wellness as individuals work toward their personal goals of achieving a satisfying, productive and healthy lifestyle.
Mark Twain Behavioral Health is seeking a full-time DESKTOP SUPPORT ANALYST for our HANNIBAL COMMUNICATIONS DRIVE location. This full-time salaried position offers competitive pay and full benefits. Consider joining our MTBH Team! We offer a supportive culture of appreciation and a strong emphasis on the health and well-being of our team.
The Desktop Support Analyst provides technical support and troubleshooting services to all MTBH staff by diagnosing, resolving, and documenting hardware, software, network, and other technical issues. This role supports computer systems, peripherals, and applications to ensure efficient and uninterrupted IT service delivery. This is an in-office position and will have occasional travel to different work sites as needed.
ROLE RESPONSIBILITIES:
- Provide timely technical support via phone, email, remote tools, or in‑person to resolve computer system, software application, connectivity, and peripheral device issues
- Diagnose, troubleshoot, and resolve hardware and software problems, including operating system issues and application errors
- Install, configure, and maintain computers, printers, mobile devices, and related peripherals
- Assist end users with software installations, updates, patches, and system configurations.
- Document support requests, solutions, and procedures within the organization’s ticketing system.
- Perform workstation setup and deployment to standardize workstation configurations.
- Communicate effectively with users to explain technical solutions in a user‑friendly manner.
- Collaborate with IT team members to escalate complex issues and implement long‑term improvements.
QUALIFICATIONS:
- Associate’s or Bachelor’s degree in Computer Science, Information Technology, OR relevant experience
- Deskside support, help desk, or technical support environment experience is preferred
- Proficiency with Windows operating system
- Experience installing and troubleshooting hardware, software, and network connectivity issues
- Familiarity with Active Directory, MS Office 365, Entra ID, account management, and basic network protocols is a plus
- Experience with remote support tools and ticketing systems preferred
- Preferred certifications: CompTIA Network ; Microsoft Certified Professional (MCP);
- Strong customer service orientation with excellent communication skills
- Effective problem-solving and analytical abilities
- Ability to prioritize multiple tasks and work under minimal supervision
- Team-oriented attitude and willingness to learn emerging technologies
Adherence to the MTBH Ethical Code of Conduct and all policies is required.
Join Our Team
We offer excellent compensation and benefits including health insurance with a company-paid premium for the employee, Health Savings Account with annual employer contribution, 403b retirement plan with annual employer contribution; employee wellness program with financial support for healthy lifestyle, an interest in work/life balance that includes generous amounts of paid time off plus 11 paid holidays each year, educational funds and time allowance for professional development, amazing teammates, strong emphasis on health and wellbeing and positive work environment, celebrations of employee appreciation, focus on core company values of compassion, excellence, innovation, integrity, respect, teamwork and wellness, with opportunities to contribute to the lives of others and help people be well.
Mark Twain Behavioral Health is an equal opportunity employer and does not and shall not discriminate on the basis of race, color, religion (creed), gender, gender expression, age, national origin (ancestry), disability, marital status, sexual orientation, military status or any other characteristic protected by law in any of its services, activities, or operations.