Desktop Support Analyst I

Trinity Health • Ann Arbor, MI

133d

About The Position

The position involves configuring, installing, monitoring, and maintaining ITS users’ desktop software and hardware. The role provides consultation to ITS users for all aspects of end-user computing and desktop-based LAN systems software. It includes providing technical support and guidance through Tier 2 support and working with vendors to resolve Tier 3 issues. The position also participates in projects and supports the mobile workforce.

Requirements

• Bachelor’s degree in Computer Science, Information Systems or related field or equivalent combination of education and work experience.
• Two (2) or more years of hands-on experience with knowledge of installing complex applications, hardware, and troubleshooting techniques.
• Microsoft and Personal Computer Certifications (A+, Network+, MCDST, MSP) or equivalent work experience.
• MSCE certification preferred.
• Advanced skills in Microsoft desktop operating system/applications installation and support (Microsoft Office and Outlook) experience.
• HP Desktop and Laptop Certification preferred.
• Experience on multiple platforms including concepts of networking (LAN and WAN) and IS best practices.
• PC Imaging experience required.
• HP/Lexmark printer experience required.
• Excellent communication and interpersonal skills.
• Excellent oral and writing skills for client communication and system documentation.
• Ability to troubleshoot software and hardware malfunctions.
• Ability to remain calm, helpful, and productive in all situations.
• Ability to resolve multiple customer issues simultaneously.
• Must be comfortable operating in a collaborative, shared leadership environment.
• Must possess a personal presence characterized by honesty, integrity, and caring.

Nice To Haves

• Experience in a healthcare environment.
• Knowledge of ITIL framework.

Responsibilities

• Configures and installs software on users’ desktop and laptop computers.
• Installs new computer hardware (desktop, laptop, PDA, printer, etc.) at users’ locations.
• Provides desk-side end-user Tier 2 support and problem troubleshooting for moderately complex issues for both hardware and desktop software.
• Works with vendors to resolve Tier 3 issues.
• Provides consultation to ITS users for all aspects of end-user computing and desktop-based LAN systems software.
• Participates in project activities including data collection, design suggestions, and communications with project teams and end users.
• Documents solutions to problems, troubleshooting techniques, and develops end-user guidelines.
• Recommends changes based upon history and experience.
• Assists with the roll-out of new/upgraded desktop software packages.
• Participates in the testing and evaluation of new desktop packages and implements prototypes.
• Assists with ongoing documentation and management of desktop systems.
• Supports mobile workforce.
• Helps end-users learn to use software and encourages positive communication with technical staff.
• Troubleshoots network problems including desktop loss of connection and Internet connection problems.
• Participates in on-call support rotation as specified by management.
• Assists in physical moves of computer equipment.
• Escalates issues as appropriate when troubleshooting yields no results and/or based upon severity of issue.
• Maintains a working knowledge of applicable Federal, State, and local laws and regulations, Trinity Health’s Integrity and Compliance Program, and Code of Conduct.

Benefits

• Equal Opportunity Employer.
• Comprehensive health benefits.
• Retirement savings plan.
• Professional development opportunities.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Bachelor's degree
• Number of Employees: 5,001-10,000 employees