PC Desktop Support Analyst II

Overview

The PC Desktop Support Analyst II provides mid to senior technical experience and strategic insights to meet the technical needs of various user groups and is often the escalation for other technicians within the department. The PC Desktop Support Analyst II is responsible for developing deployment strategies relating to the installation, maintenance, and support of computer workstation hardware and software, printers, fax machines, peripherals, and other devices that connect to such equipment. The PC Desktop Support Analyst II leads in all technical deployment and support efforts within the department as it relations to computer systems, including the troubleshooting of connectivity issues. Working closely with the infrastructure team, the PC Desktop Support Analyst II will provide guidance to other technicians while

leading deployment and support activities. The PC Desktop Support Analyst II also provides backup for other technicians within the department in operational activities such as the management of incident and service requests, including triaging, investigating, resolving, or escalating, when appropriate, to infrastructure or application team members.

Responsibilities

• Install, configure, test, maintain, monitor, and troubleshoot end-user hardware, peripheral devices, printing / scanning devices, presentation equipment, software, and other products in order to deliver on department requirements and SLAs.
• Collaborates with technology team members in the development of computing guidelines, addressing security, compatibility with other deployments, and to ensure efficient operation of the organization’s desktop computing environment; develops computing deployment standards for imaging, deployment, and ongoing maintenance.
• Deploys, installs, and configures hardware in accordance with department standards.
• Prepares tests and applications for monitoring computer performance; provides performance statistics and reports.
• Provides escalated technical support for desktop technicians; ensures that IT incidents and service requests are resolved in accordance with service level targets and meets customer expectations; provides solutions while investigating problems.
• Provides backup for technicians within the department in operational activities such as the management and resolution of incident and service requests, access management, password reset, and request fulfillment activities.
• Maintains professional relationship with vendors, coordinating activities in the resolution of issues; collaborates with vendors on the procurement, configuration, and deployment of technology to meet industry standards and in compliance with company policies and procedures.
• Demonstrates strong analytical and problem-solving skills while working well both independently and in collaborating with others to complete assignments to meet deadlines, delivering quality results, and following policies and procedures.
• Thoroughly communicates progress and information with customers and team members in the form of verbal and written communication, including capturing in service management systems the details of the incident / request, steps taken during investigation, and method of resolution.
• Provides end-use education on the use of information systems; monitors and reports needs for additional education.
• Participates in efforts to review business needs, evaluate and identify solutions, engage in activities to upgrade or deploy new technology, and update service catalogue and define service levels when new services are supported.
• Ensures hardware and software inventory is up to date and captures all pertinent data elements; audits inventory to ensure accuracy; provides guidance and education to technicians to ensure consistency in maintenance.
• Pursues self-development and effective relationships with others by sharing resources, information, and knowledge with coworkers and customers.
• Excellent time management and organizational skills, and ability to handle multiple concurrent tasks and projects with minimal supervision.
• Provides exceptional customer service in person, on the phone, or via email as appropriate.
• Maintain a high level of employee morale within the team.
• Attends and participates in meetings, committees, and training sessions as assigned.
• Ability to work a flexible schedule, including flexibility to provide on call support.
• Abide by facility Code of Conduct and HIPAA compliance.
• Perform additional duties as assigned.

Qualifications