The Desktop Support Analyst II position is part of a collaborative team that provides technical support to employees across all locations. Essential responsibilities include providing solutions to incidents, requests, completing project based technical assignments including upgrades, rollouts, and other new initiatives, and participating in identifying opportunities for improvement to ensure system reliability.
This position will also provide technical guidance to more junior members of the desktop support team while taking on both standard support duties (Service Desk & Desktop Support requests/field work) as well as desktop engineering duties using SCCM, OSD or other desktop management and software deployment methodologies. The position will provide analysis and resolve complex end user hardware and software computer problems in a timely and accurate fashion, and provide end user training where required.
1 Provide resolution to IT support requests for Tier 1, including serving as an expert and department resource for the more complex problems.
2 Provides Service Desk support of IT services to include customer service, triage, problem solving and support tracking documentation of IT services to include requests related to mobile devices, desktop support, software installation, service provisioning, networking, application support and others.
3 Provide leadership and create action plans regarding technology related projects including upgrades, new initiatives, and rollouts.
4 Serves as a contributor in proposing areas where standard desktop/laptop changes or process changes are needed and work with project teams to ensure system stability, reliability, and availability.
5 Develops, tests, and implements scripts and other productivity tools in order to automate support and maintenance functions.
6 Maintains documentation regarding service maintenance contracts, client installations and network configurations.
7 Documents complex maintenance and troubleshooting documents for use by peers and end-users (KB's). Also mentors junior personnel in developing skills for routine maintenance and troubleshooting.
8 Research, manage, and provide solutions to complex problems utilizing internal and external resources. 5%
Bachelor's Degree and 2+ years work experience or equivalent;
MINIMUM WORK EXPERIENCE:
2+ years working with PC systems with one or more of the following operating systems in an enterprise environment; Windows XP,7,8.1, 10
KNOWLEDGE & SKILLS:
Comprehensive ability to work effectively as a team member or as a respected team leader.
Able to work with others on multiple complex assignments.
Comprehensive knowledge and demonstrated expertise with the management and support of Windows 7 systems, Microsoft Office and Microsoft System Center Configuration Manager.
Considerable knowledge of networking concepts, protocols, Windows scripting, Active Directory, DNS and DHCP.
Considerable up-to-date knowledge of computer and networking hardware and software
products along with their operation and maintenance.
Considerable skills in creating and maintaining user self-help documentation, technical
documentation and procedural documentation.
Considerable skills and experience with the use of an ITIL Service Management tracking tool.
Considerable knowledge and experience with installing and troubleshooting ODBC problems in a database environment for products such as Oracle, Microsoft SQL Server or Microsoft Access.
Considerable skills in conveying knowledge to users, peers and management regarding
products and project plans.
Good knowledge and ability to write scripts for the automation of maintenance and computer management.
Good customer service, verbal and written communication skills.
Good interpersonal and technical leadership skills within the group and across the Sinai Health System.
Ability to solicit ideas from others and provide constructive technical feedback.
Some skill and experience in analyzing and recommending cost-beneficial technological
Able to travel to offsite clinic locations and between campuses.
Must be able to lift up to 35 pounds of equipment, some twisting and turning with equipment installs.
Provide after hour's on-call support.
REQUIRED LICENSES, CERTIFICATES, REGISTRATIONS:
A+, MCP Certification or equivalent
Healthcare knowledge desired
ITIL or HDI certification desired