Desktop Computing Analyst Lead

Tucson Medical Center•Tucson, AZ

51d

About The Position

Analyzes and evaluates personal computer (PC) products and systems available; analyzes products for compatibility, expandability, ease of use and support. Participates in the configuration and customization of products. Plans, designs and installs the most complex PC systems, providing direction and training to less experienced PC Analysts. Implements approved protocols to standardize hardware configuration and applications.

Requirements

EDUCATION: Bachelor's degree, or an equivalent combination of relevant education and experience.
EXPERIENCE : Three (3) years of desktop computer experience. Additional experience may substitute for education requirement on a year-for-year basis.
LICENSURE OR CERTIFICATION : None required.
Knowledge of personal computer (PC) products and systems and how to evaluate and trouble shoot issues.
Skill in analyzing PC products and systems, and training users.
Skill in providing guidance and training to other desktop staff.
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
Ability to write reports, business correspondence, and procedure manuals.
Ability to effectively present information and respond to inquiries or complaints from employees, patients and/or their representatives, and the general public.
Ability to calculate figures and compute rate, ratio, and percent and to draw and interpret bar graphs; ability to apply basic algebraic concepts.
Ability to define problems, collect data, establish facts, and draw valid conclusions.
Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

Responsibilities

Creates and communicates status reports in accordance with department standards.
Assembles, configures, and tests new equipment, and coordinate with vendors to resolve technical issues.
Utilizes, defines and installs complex microcomputer and LAN applications and configurations for both Hardware and Software.
Troubleshoots and remedies complex Desktop/LAN/Application problems that span systems.
Develops and implements maintenance and back-up plans.
Defines and implements appropriate equipment allocation processes and maintains the asset tracking system.
Resolves problems, or follows proper escalation process within defined SLA timeframes; sets expectations for resolution with customers on issues that have escalated outside of the pre-defined time frames.
Identifies and corrects problem hardware/software trends.
Validates that SOW and/or SLAs are complete, accurate, and understood by customers and coworkers.
Provides education and technical support to successfully meet needs of co-workers.
Follows up with customers on completion of task/problem using defined follow-up process.
Ensures that escalated calls are closed with quality resolution for both customer and department.
Adheres to TMCH organizational and department-specific safety, confidentiality, values policies and standards.
Performs related duties assigned.