Summary:
The Analyst, Desktop Support is responsible for the maintenance, installation, repairs and overall support of desktops, laptops, tablets, mobile devices and IoT medical devices to support critical healthcare operations across The Guthrie Clinic (TGC). The Analyst documents, upgrades and/or replaces hardware and software as required. This position will work together with the Help Desk and Network Operations Center (NOC) staff as appropriate to determine and resolve problems.
Experience:
1. Preferred one to three (1 to 3) years of experience on a desktop support services team; healthcare experience preferred.
2. Proficiency in operating systems (e.g., Windows, macOS, iOS, Android)
3. Experience specifying, troubleshooting, and maintaining Microsoft compatible end‐user computing platforms and peripherals running Microsoft Windows Operation Systems including Windows 10 and Windows 11.
4. Experience migration operating system versions and updating desktop images.
5. Knowledge in Microsoft O365, Patch Management, anti-virus and inventory management tools.
6. Excellent knowledge of computers and peripherals.
7. Working knowledge of configuring and troubleshooting iOS and Android-based mobile devices.
8. Strong customer service orientation, good written and oral communication skills, self-motivated and directed.
9. Working knowledge of managing tickets, follow-up actions and close issues.
10. Ability to work in a fast-paced environment, manage user expectations and potential risks.
11. Experience with patch management software.
12. Basic understanding of LAN/WAN network infrastructure technologies.
13. Basic understanding of security technologies including firewalls and antivirus.
14. Experience with ITSM functionalities such as change control, CMDB and ticketing systems.
15. Basic understanding of healthcare information systems (e.g., Epic, Cerner), cybersecurity and clinical operations.
16. Experience with resolving multiple issues simultaneously.
Education:
1. Bachelor’s degree in Information Technology, Computer Science, Healthcare Administration or related field strongly desired or an equivalent combination of education and experience.
Licenses/Certifications:
1. Preferred certifications include CompTIA A+.
Essential Functions:
- Responsible for installation and maintenance of desktop, laptops, tablets, mobile devices, printers and peripheral hardware.
- Perform preventative maintenance on hardware.
- Test and plan the deployment of new operating system releases, vendor patches and commercial software releases.
- Develop and document standardized user processes and procedures; “how-to” documentation.
- Provides proactive and advanced troubleshooting and analysis.
- Understands and accounts for interactions between technologies and applications.
- Responsible for maintaining ticket status and resolution information in ticketing system.
- Accountable for meeting established performance metrics which will be used in performance evaluations.
- Participates in on-call support rotation as specified by management.
- Willingness to travel between sites in the TGC Pennsylvania/New York regional footprint (Sayre, Towanda, Troy, Corning, Cortland, Binghamton, etc.)
- Promotes the use of TGC’s PMO methodology and standards to manage IT initiatives.
- Demonstrate commitment to customer service by providing responsive and effective support, developing solid working relationships with customers and IT colleagues, and delivering high quality, value-added services that exceed customer expectations.
- Demonstrates a commitment to excellence in Customer Service with all internal and external customers of TGC.
- Performs related duties as assigned and unrelated duties as requested.
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